Manager, Experience Center

Security Benefit Business Services / Everly Life • Overland Park, KS

3d • Onsite

About The Position

The Manager, Experience Center serves as the operational engine of Security Benefit’s new in-house customer service function. The role translates strategic direction into daily execution, develops a high-performing team, and ensures associates deliver consistent, consultative, high-quality service across annuity and retirement plan businesses. As an early hire in a phased organizational build, the manager plays a central role in transitioning from outsourced call center partners to an internal Experience Center, owning operational readiness, team effectiveness, and service quality at each milestone.

The Manager, Experience Center Operations reports to the Director of Experience Center and is based in Overland Park, Kansas. The position oversees daily service operations and team performance, supports regulatory compliance and service quality, and coordinates with internal teams and third-party partners during the transition to the in-house function.

Requirements

• Bachelor’s degree in Business, Operations, Finance, or a related field; an equivalent combination of education and experience is considered.
• At least 5 years of experience in operations or service management, including at least 2–3 years in a people management role.
• Experience in financial services, retirement plans, annuities, insurance, or another regulated industry.
• Demonstrated ability to lead a team and manage performance across multiple levels.
• Strong working knowledge of call center service metrics and quality assurance frameworks, including FCR, AHT, NPS, and SL.
• Exceptional communication, coaching, and organizational skills.
• Proven ability to manage daily service operations in a high-volume, high-complexity environment while balancing efficiency, quality, and compliance.
• Strong coaching and feedback skills, with demonstrated experience developing team members into effective, accountable contributors.

Nice To Haves

• Direct experience supporting financial advisors/agents, distribution partners, or clients in a service or operations capacity.
• Background contributing to a contact center build, transformation, or large-scale operational transition.
• Familiarity with call center platforms including IVR, CRM, WFM, and telephony systems.
• Exposure to process improvement methodologies such as Lean or Six Sigma.

Responsibilities

• Manage day-to-day Experience Center operations, ensuring compliant, efficient, high-quality handling of complex service inquiries about annuity and retirement plan products, advisor and agent support, licensing, suitability, and client and distribution partner needs.
• Translate the Director’s strategic priorities into operational plans, team workflows, and performance standards, bridging strategy and frontline execution.
• Monitor service-level goals and KPIs, including FCR, AHT, NPS, and SL; identify performance trends and risks and implement timely corrective action.
• Lead, develop, and hold a team of direct reports accountable, building their ability to coach, provide consistent feedback, and drive performance.
• Conduct regular one-on-ones, performance reviews, and structured development conversations; identify high-potential talent and create growth pathways.
• Oversee quality monitoring and call observation processes, using QA data to drive consistency, identify coaching opportunities, and improve service delivery.
• Ensure team adherence to applicable FINRA/SEC, DOL, and NAIC/state standards and Security Benefit policies and procedures.
• Support the phased transition from third-party administrator partners to an internal Experience Center, including knowledge transfer, associate readiness, and service continuity.
• Serve as an operational liaison between the Experience Center and Technology, Product, Sales, Operations, and Compliance.
• Provide the Director with regular reporting on team performance, operational trends, capacity, and emerging risks.

Benefits

• Competitive salary and annual incentive bonuses.
• 33 days of paid time off, including PTO, holidays, Volunteer Day, and days of significance.
• Paid parental leave after 90 days of service.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Profit Sharing & Savings Plan.
• Short- and Long-Term Disability Insurance.
• Flexible Spending Accounts for medical and dependent care.
• Life Insurance.
• Educational assistance.
• Associate assistance programs for personal and professional well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager