Contact Center Manager

Athene; West Des Moines (IA); On-site; USD 90,000 - 140,000; Full time

Job summary

Athene is seeking a results-oriented leader in West Des Moines to guide service and operations teams. This role focuses on building high-performing teams, coaching professionals, and navigating change to improve customer experiences.

Ideal candidates bring 5+ years of technical experience with 2+ years in people leadership, plus strong communication, collaboration, and problem-solving skills within financial services or contact center environments.

Qualifications

• 5+ years of technical experience with 2+ years of people leadership experience.
• Proven ability to coach, develop, and motivate teams.
• Experience leading through change and driving results.
• Strong communication, collaboration, and problem-solving skills.
• Financial services experience preferred.
• Contact center leadership experience is a plus, not a requirement.

Responsibilities

• Lead and develop teams.
• Coach and develop customer service professionals.
• Create a culture of accountability, engagement, and growth.
• Provide clear expectations, feedback, and support.
• Lead through change and navigate organizational, process, and technology changes.
• Communicate with clarity and build commitment to new ways of working.
• Maintain performance and engagement during periods of transformation.
• Drive results and improve customer experience using data and insights.
• Partner across the organization to solve problems and improve processes.
• Encourage innovation and challenge the status quo.

Skills

People leadership

Coaching

Change management

Communication

Problem solving

Financial services experience

Contact center leadership

Education

Bachelor’s degree

Job description

Purpose

At Athene, we’re transforming the way we serve customers and support our employees. We’re looking for a leader who thrives in a fast-paced environment, embraces change, and is passionate about developing people. This role is about more than managing operations—it’s about building high-performing teams, driving continuous improvement, and helping employees navigate change with confidence. Whether your experience comes from a contact center, operations, retail, hospitality, financial services, or another service-focused environment, we’re looking for a leader who can inspire others and deliver results through people.

Accountabilities

• Lead and Develop Teams
• Coach and develop customer service professionals
• Create a culture of accountability, engagement, and growth
• Provide clear expectations, feedback, and support
• Lead Through Change
• Help teams successfully navigate organizational, process, and technology changes
• Communicate with clarity and build commitment to new ways of working
• Maintain performance and engagement during periods of transformation
• Drive Results and Improvement
• Use data and insights to improve team performance and customer experience
• Partner across the organization to solve problems and improve processes
• Encourage innovation and challenge the status quo

What Success Looks Like

Employees are engaged, growing, and performing at a high level. Teams consistently deliver exceptional customer experiences. Change is implemented successfully with strong adoption. Process improvements create measurable business impact.

Qualifications and Experience

• 5+ years of technical experience with 2+ years of people leadership experience
• Proven ability to coach, develop, and motivate teams
• Experience leading through change and driving results
• Strong communication, collaboration, and problem-solving skills
• Financial services experience preferred
• Contact center leadership experience is a plus, not a requirement
• Bachelor’s degree or equivalent experience preferred

Equal Opportunity Employment

Athene is committed to inclusion and is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other status protected by federal, state or local law. Athene is a Military Friendly Employer!