Manager, Experience Center

Security Benefit•Overland Park, KS

2d•Onsite

About The Position

The Manager, Experience Center serves as the operational lead for 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 provide consistent, consultative, high-quality service across annuity and retirement plan business. As an early hire in a phased organizational build, the manager will help transition service operations from outsourced call center partners to an internal Experience Center, with responsibility for operational readiness, team effectiveness, and service quality at each milestone. The position reports to the Director of Experience Center and is based in Overland Park, Kansas. The manager oversees daily Experience Center operations, including complex service inquiries involving annuity and retirement plan products, advisor and agent support, licensing, suitability, and client and distribution partner needs. The role monitors service performance, develops team leaders and associates, oversees quality processes, supports regulatory compliance, coordinates with internal partners, and reports on team performance, capacity, operational trends, and risks.

Requirements

Bachelor’s degree in Business, Operations, Finance, or a related field; 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.
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 to ensure compliant, efficient, high-quality handling of complex service inquiries related to annuity and retirement plan products, advisor/agent support, licensing, suitability, and client and distribution partner needs.
Translate the Director’s strategic priorities into operational plans, team workflows, and performance standards, connecting strategic direction with frontline execution.
Monitor service-level goals and KPIs, including FCR, AHT, NPS, and SL; identify trends and risks and implement timely corrective actions.
Lead, develop, and hold direct reports accountable, strengthening their coaching capability and ability to provide consistent feedback and drive performance.
Conduct one-on-ones, performance reviews, and structured development conversations; identify high-potential talent and create growth pathways.
Oversee quality monitoring and call observation, using QA data to promote consistency, identify coaching opportunities, and improve service delivery.
Ensure team adherence to applicable FINRA/SEC, DOL, and NAIC/state standards, along with 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, plus 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.