Customer Experience Manager, Performance and Efficiency

Bestow•Dallas, TX

1d•Hybrid

About The Position

Bestow is a leading vertical technology platform serving some of the largest and most innovative life insurers. Our platform unifies the fragmented, legacy value chain, enabling carriers to launch products in weeks instead of years. Carriers choose us to scale and operate at unprecedented speed, powered by AI and automation. Bestow isn't selling policies. We're building the infrastructure that helps an entire industry move faster, reach more people, and deliver on its promise. Backed by leading investors (Goldman Sachs, Hedosophia, NEA, Valar, 8VC) and trusted by major carriers, Bestow is powered by a team that moves with precision, purpose, and heart. If you want to help reimagine a centuries-old industry with lasting impact, join us. Bestow offers flexible remote/hybrid work, meaningful benefits, equity, and substantial growth opportunities. Bestow uses E-Verify to confirm the employment eligibility of all newly hired employees. The Insurance Operations team, comprised of the Customer Experience (CX), Customer Experience Operations (CXO), and New Business & Underwriting Support (CM) teams, is dedicated to providing outstanding customer experiences through our omni-channel platform. Our CX team is dedicated to providing exceptional customer service and support for life insurance policy administration. This role reports directly to the Senior Director, Insurance Operations and is open to hybrid in our Dallas office or Remote (US). As the Manager, Performance & Efficiency, you will be responsible for driving operational excellence across call center operations. You will lead Team Leads, optimize performance outcomes, and ensure seamless onboarding and workforce readiness. This role serves as a critical link between strategy and execution—leveraging data, coaching frameworks, and workforce planning to drive continuous improvement. You will oversee the day-to-day effectiveness of front-line leadership, ensuring that staff consistently meet performance standards, deliver high-quality customer experiences, and support key business functions across the entire life insurance lifecycle.

Requirements

5+ years in call center operations/customer service leadership, with at least 2+ years of direct people management experience (specifically managing front-line leaders).
Strong life insurance knowledge, including policy administration, new business, post-issue servicing, and claims intake (FNOL) workflows.
Proven ability to use performance metrics, reporting, and coaching frameworks to drive operational outcomes.
Comfortable managing high-volume, fast-paced environments and can coach teams effectively within a regulated, customer-sensitive industry.
Excel at building partnerships across departments and managing contingent or TPA workforce models (preferred).

Nice To Haves

Familiarity with call center technologies, including WFM tools, QA systems, and CRM platforms.

Responsibilities

Directly manage and develop Team Leads; establish clear expectations and accountability for "boots-on-the-ground" leaders while fostering a high-performance culture.
Analyze call center data to identify trends and gaps; translate insights into actionable coaching priorities and oversee the consistency of scorecards and performance reports.
Monitor and improve workflows to enhance efficiency; partner with leadership to align staffing, performance, and service goals.
Ensure teams effectively handle inbound/outbound calls, policy servicing (beneficiary changes, payments, inquiries), FNOL intake, and fraud referrals.
Own the end-to-end onboarding process for new hires; partner with contracting agencies and internal teams (IT, Training) to ensure resource planning and day-one productivity.
Collaborate with Workforce Management (WFM) on real-time management and forecasting; work with Training to bridge knowledge gaps; and manage External Vendors to align on hiring targets and candidate quality.