Manager, Customer Service

Navy Mutual•Arlington, VA

47d

About The Position

Navy Mutual is seeking a strategic and hands-on Manager of Customer Service to lead and elevate our Member experience across our life insurance and annuity business. This role is critical in delivering exceptional, compliant, and consistent service while driving operational excellence, team performance, and continuous improvement. If you are a data-driven leader with deep call center expertise, a passion for coaching high-performing teams, and experience in regulated financial services environments, this is your opportunity to make a meaningful impact.

Requirements

Bachelor’s degree in Business or related field and 3+ years in life insurance/financial services, or 7+ years equivalent experience
3+ years managing a Customer Service call center, including KPIs, QA programs, and operational strategy
3+ years leading teams with demonstrated success in coaching, performance management, and workforce planning
Strong knowledge of life insurance/annuity products, regulations, and servicing operations
Experience with CRM systems (e.g., Salesforce) and policy administration platforms
Proven ability to analyze data, identify trends, and present actionable insights
Strong process orientation with experience in continuous improvement and operational enhancements
Exceptional leadership, interpersonal, and communication skills
Ability to manage multiple priorities with precision and attention to detail
Demonstrated ability to drive accountability, engagement, and a culture of compliance

Nice To Haves

Insurance designations (FLMI, ACS, PCS, CLU)
Experience with budget management and vendor coordination

Responsibilities

Oversee day-to-day operations of the Customer Service function, ensuring delivery of high-quality, compliant, and consistent Member experiences
Establish and maintain service standards, internal controls, and operational protocols
Monitor and analyze call volume, productivity, compliance metrics, and trends to optimize staffing and performance
Own the Quality Assurance program (call monitoring, calibration, coaching, and trend reporting)
Manage escalations and complaints in alignment with established SOPs
Ensure all communications meet regulatory, accuracy, and documentation standards
Provide daily coaching, mentoring, and performance management to Customer Service staff
Lead training initiatives across areas including compliance, de-escalation, systems usage, and product knowledge
Conduct performance reviews, manage workloads, and drive accountability for KPIs, KRIs, and SLAs
Identify and implement process improvements, automation, and self-service capabilities
Partner cross-functionally to address system enhancements and operational gaps
Support and troubleshoot customer-facing technologies (IVR, chat, portal, PAS, CRM systems)
Ensure adherence to industry regulations, internal policies, and audit standards
Maintain deep knowledge of products, systems, and servicing processes
Lead or support change initiatives, process redesign, and knowledge management efforts