Manager, Contact Center

Manager, Customer Experience Center (CEC)

Come join one of America's fastest-growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have provided peace of mind to those families as they plan their futures.

Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through our grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard.

We foster a collaborative environment with opportunities for growth and encourage our associates to live our values: Do good. Be good. Make good.

Please note that we do not offer visa sponsorship for this position.

Role Summary

As Manager, Customer Experience Center (CEC), you will lead bilingual Contact Center teams supporting National Life Group's Life Insurance and Annuity businesses while delivering exceptional service experiences for customers, agents, and business partners. You will oversee daily operations, coach and develop associates, and drive operational excellence across multiple sites and lines of business. You will partner with distribution leadership, internal business partners, and external vendors to optimize service delivery, improve operational performance, and foster a high-performing, customer-focused culture.

This position currently offers an onsite work schedule, with the expectation that you will be in the office four (4) days per week during onsite core days. Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion.

Essential Duties and Responsibilities

• Lead, mentor, and develop Contact Center representatives across multiple sites to deliver exceptional customer service.
• Establish and execute individual and team goals aligned with departmental and organizational objectives.
• Provide coaching, feedback, and performance management to develop associates and strengthen team performance.
• Promote National Life Group's values and foster a culture of accountability, collaboration, and continuous improvement.
• Monitor operations across multiple lines of business to ensure service quality, productivity, and compliance.
• Collaborate with internal partners and external vendors to resolve issues and enhance service delivery.
• Analyze operational metrics and provide recommendations to leadership to improve customer experience and efficiency.
• Support implementation of process improvements and operational initiatives.
• Ensure compliance with company policies and applicable regulatory requirements.
• Perform all other duties as assigned.

Minimum Qualifications

• Bachelor's degree in Business, Operations Management, or a related field.
• 3+ years of experience in Life and/or Annuity Operations, Financial Services, or a related industry.
• Minimum of 3 years of leadership experience.
• Proven ability to supervise and develop diverse teams in a fast-paced environment.
• Bilingual proficiency in English and Spanish (verbal and written), with the ability to communicate effectively and professionally with customers, associates, agents, and business partners in both languages.
• Strong analytical, problem-solving, and decision-making skills.
• Strong organizational skills and attention to detail.
• Excellent interpersonal and communication skills.
• Ability to contribute to process improvement initiatives.
• Ability to successfully pass a background check.

Preferred Qualifications

• FINRA Series 6 and 26 licenses.
• FMLI, ChFC, or other financial services industry designation.
• Experience leading multi-site contact center operations.

AI Proficiency Expectations:

At National Life Group, we view AI as an enabler of human potential. We use AI to help us work smarter, serve more clients, and keep our promises, while remaining a relationship-driven business where our people are our greatest strength.

All applicants are expected to:

• Leverage approved AI tools, where appropriate, to improve the efficiency, quality, and impact of their work.
• Stay curious and open to new AI-enabled ways of working.
• Exercise sound judgment by reviewing and validating AI-generated content.
• Maintain accountability for the accuracy, quality, fairness, and integrity of work products by adhering to National Life's AI guiding principles.
• Use AI responsibly and in accordance with company policies related to confidentiality, data privacy, security, compliance, retention, and intellectual property.

Core Competencies

Cultivates Innovation - Fosters innovation by taking calculated risks; Work cooperatively with others to produce innovative solutions. Ensures Accountability - Holds self and others accountable to meet commitments and performance goals. Directs Work - Provides direction, delegates, and removes obstacles to get work done. Demonstrates Emotional Intelligence - Exhibits the ability to recognize, understand, and manage emotions and how emotions can influence others; Uses a combination of feedback and reflection to gain productive insight into personal strengths and opportunities. Exhibits Critical and Creative Thinking - Engaging thinking skills that focus on logic and reasoning to make decisions (critical) and innovative solutions to solve problems (creative). Leads Change - Facilitates change and transition at the individual and team level; Develops strategic goals for aligning with change. Develops Talent - Builds team(s) equipped for the future by applying coaching techniques for developing team members to meet their professional/personal goals and the organizational goals; Listens and responds with empathy; Asks thought provoking questions. Inspires Others - Motivates and influences others by creating an environment where teams can do their best work; Partners across the organization to achieve results.

Benefits

• Your benefits start day one and are flexible and customizable to your and your family's specific needs. Check out the BENEFITS of a Career at National Life!

Base Pay Range . The base pay range for this position is the range National Life reasonably and in good faith expects to pay for the position taking into account the wide variety of factors, including: prior experience and job-related knowledge; education, training and certificates; current business needs; and market factors. The final salary or hourly wages offered may be outside of this range based on other reasons and individual circumstances.

Additional Compensation and Benefits . The total compensation package for this position may also include a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. The successful candidate may also be eligible to participate in National Life's discretionary annual incentive programs, subject to the rules governing such programs. If hired, the employee will be in an "at-will position" and National Life reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.

National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.

Salary Pay Range $69,750 —$102,300 USD

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.

Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.