Manager, Experience Center

Security Benefit; Overland Park (KS); Sur place; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Paid time off

Parental leave

Medical insurance

401(k) with match

Résumé du poste

Security Benefit is hiring an experienced Manager, Experience Center in Overland Park, KS. You will lead the internal Experience Center, translating strategic priorities into daily operations for annuity and retirement plan support, and you will build a high-performing team delivering consultative, high-quality service.

This pivotal role will own performance metrics, coach staff, ensure regulatory compliance, and collaborate with Technology, Product, Sales, Operations, and Compliance to drive a

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 5+ years in operations or service management, with 2–3 years in people management.
• 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 (FCR, AHT, NPS, SL).

Responsabilités

• Manage day-to-day Experience Center operations, ensuring compliant, efficient, and 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 — bridging vision and frontline execution.
• Monitor service-level goals and KPIs (FCR, AHT, NPS, SL) in real time; identify performance trends, surface risks, and implement timely corrective action.
• Lead, develop, and hold accountable a team of direct reports, building their capability to coach effectively, deliver consistent feedback, and drive performance with clarity.
• Conduct regular one-on-ones, performance reviews, and structured development conversations; identify high-potential talent and create pathways for growth.
• 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 financial services regulations including FINRA/SEC, DOL, and NAIC/state standards, as well as Security Benefit’s internal policies and procedures.
• Play a central operational role in the phased transition from third party administrator partners to an internal Experience Center, supporting knowledge transfer, associate readiness, and service continuity.
• Serve as an operational liaison between the Experience Center and key internal partners including Technology, Product, Sales, Operations, and Compliance.
• Provide the Director with regular reporting on team performance, operational trends, capacity, and emerging risks.

Connaissances

Leadership

Operations management

Communication

Coaching

Regulatory knowledge

Formation

Bachelor’s degree in Business, Operations, Finance, or related field

Outils

IVR systems

CRM

WFM

Telephony systems

Description du poste

We're Looking for an experienced Manager, Experience Center!

About the Company:
Security Benefit is a leader in the U.S. retirement market with more than $60 billion in assets under management. We offer opportunities to thrive, innovate, and make an impact. As part of our team, you’ll play a key role in driving the future of the U.S. retirement industry. Security Benefit is a PLACE where we promise to help our customers To and Through Retirement®.

We’re proud to have been recognized as one of the best in the business:

• Named to Ward’s 50 list of top-performing life-health insurance companies
• Recognized on list of Ingram’s Top 100 Private Companies in the Kansas City area in 2024

About the Role:
As an Manager, Experience Centeryou will serve as the operational engine of Security Benefit’s new in-house customer service function — translating strategic direction into daily execution, developing a high-performing team, and ensuring associates deliver consistent, consultative, high-quality service across Security Benefit’s annuity and retirement plan books of business. This is a pivotal early hire in a phased organizational build, and you will play a central role in the transition 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 out of our Overland Park, Kansas.

• Manage day-to-day Experience Center operations, ensuring compliant, efficient, and 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 — bridging vision and frontline execution
• Monitor service-level goals and KPIs (FCR, AHT, NPS, SL) in real time; identify performance trends, surface risks, and implement timely corrective action
• Lead, develop, and hold accountable a team of direct reports, building their capability to coach effectively, deliver consistent feedback, and drive performance with clarity
• Conduct regular one-on-ones, performance reviews, and structured development conversations; identify high-potential talent and create pathways for growth
• 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 financial services regulations including FINRA/SEC, DOL, and NAIC/state standards, as well as Security Benefit’s internal policies and procedures
• Play a central operational role in the phased transition from third party administrator partners to an internal Experience Center, supporting knowledge transfer, associate readiness, and service continuity
• Serve as an operational liaison between the Experience Center and key internal partners including Technology, Product, Sales, Operations, and Compliance
• Provide the Director with regular reporting on team performance, operational trends, capacity, and emerging risks

What We’re Looking For:

• Bachelor’s degree in Business, Operations, Finance, or a related field; equivalent combination of education and experience considered
• 5+ years of experience in operations or service management, with 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 (FCR, AHT, NPS, SL)
• Exceptional communication, coaching, and organizational skills
• Proven ability to manage daily service operations in a high-volume, high-complexity environment — balancing efficiency, quality, and compliance simultaneously
• Strong coaching and feedback skills; demonstrated experience developing team members into effective, accountable contributors
• Direct experience supporting financial advisors/agents, distribution partners, or clients in a service or operations capacity (preferred)
• Background contributing to a contact center build, transformation, or large-scale operational transition (preferred)
• Familiarity with call center platforms including IVR, CRM, WFM, and telephony systems (preferred)
• Exposure to process improvement methodologies such as Lean or Six Sigma (preferred)

Why Choose Security Benefit?
When you join our team, you’re not just getting a paycheck — you’re getting a career path full of growth opportunities, plus a robust benefits package that puts your well-being first. Here’s what you can expect as a full-time Security Benefit associate:

• Competitive salary and annual incentive bonuses to reward your contributions.
• 33 days of paid time off (including PTO, holidays, Volunteer Day, and days of significance).
• Paid parental leave after 90 days of service.
• Comprehensive medical, dental & vision insurance.
• 401(k) with company match, plus Profit Sharing & Savings Plan.
• Short- and Long-Term Disability Insurance to give you peace of mind.
• Flexible Spending Accounts for medical and dependent care.
• Life Insurance to protect your loved ones.
• Educational assistance to support your career development.
• Associate assistance programs for your personal and professional well-being.

Ready to Make an Impact?
Apply today by visiting our career page to submit your resume. We’re excited to meet you!

Security Benefit is an Equal Opportunity Employer.