Sr Manager Business Relationship Management

Athene•West Des Moines, IA

About The Position

We are seeking a strategic and people-focused leader to serve as a Sr Manager of Field Escalations team. This role is responsible for leading and evolving the field escalation function, ensuring effective and consistent resolution of complex, high-impact issues while delivering a high-touch service experience for field partners. The Sr Manager will identify systemic challenges, influence cross-functional strategies, and drive initiatives that reduce escalation volume and improve overall field partner outcomes. This role partners closely with Sales partners, BRMs, and field partners, with an expanded focus on strengthening field engagement, alignment, and long-term business impact.

Requirements

A strong, approachable people leader who can motivate and develop others while maintaining high standards.
A strategic and forward-thinking leader who connects day-to-day activity to broader business impact and long-term improvements.
A creative, solutions-oriented problem-solver who can navigate complex and sensitive issues with sound judgment.
An effective communicator and influencer who builds strong relationships across teams and engages confidently with senior stakeholders.
A leader who operates effectively in both strategic and tactical capacities, driving execution while shaping direction.
6+ years of overall, relevant experience supporting field partners, managing escalations, or working in a related function that includes 3+ years of direct or indirect leadership experience, including developing teams and driving performance.
Demonstrated success leading cross-functional initiatives and influencing outcomes across multiple business units.
Experience identifying systemic issues, thinking outside the box and implementing solutions that improve customer and field partner experience.
Strong communication, critical thinking, and decision-making skills, with the ability to manage competing priorities in a fast-paced environment.

Nice To Haves

Bachelor’s degree or equivalent experience preferred.

Responsibilities

Lead, coach, and develop a high-performing team, setting direction and ensuring alignment to organizational priorities while fostering a culture of accountability, collaboration, and service excellence.
Oversee and continuously improve the end-to-end escalation process, including intake, prioritization, resolution, and governance, ensuring timely and high-quality outcomes.
Partner and influence cross-functional stakeholders, including Sales partners and BRMs, to remove barriers, drive resolution, and enhance end-to-end processes and field experience.
Build and maintain strong relationships with field partners, with occasional direct interaction with producers to support resolution and strengthen trust.
Analyze escalation trends and systemic drivers to identify root causes, deliver insights to leadership, and lead initiatives that reduce repeat issues and improve overall service experience.
Evaluate team capacity, operating model effectiveness, and supporting tools to ensure scalability and alignment with evolving business needs.