Operations Leader — People & Performance Coach

jackson; Lansing (MI); On-site; USD 70,000 - 95,000; Full time

Job summary

Jackson is seeking a Manager of Service Center Operations to lead a team of associates, drive productivity, ensure SLAs, and provide coaching and development. This role focuses on performance management, onboarding, and capacity planning to meet quality and productivity targets.

You will collaborate with Operations Leaders and other departments to implement process improvements, training, and engagement initiatives while maintaining high customer service standards.

Qualifications

• Bachelor's Degree in a business-related field or equivalent experience.
• 3+ years of business or communications experience required.
• Insurance or financial services industry experience preferred.
• Prior leadership experience preferred.
• Prior experience in a business role which includes the creation and oversight of communication materials preferred.

Responsibilities

• Monitors associate productivity and drives performance through active performance management.
• Coaches and provides feedback to associates on quality, behavior, and policy adherence.
• Develops team members through coaching and stretch assignments.
• Identifies improvements to associate experience and engagement and helps implement action plans.
• Communicates goals and expectations in team meetings and one-on-one discussions.
• Handles escalated service issues and maintains customer service standards.

Skills

Leadership

Coaching

Communication

MS Office

Customer service

Problem solving

Team collaboration

Education

Bachelor's degree in business

Tools

Excel

Word

SharePoint

PowerPoint

Teams

Access

Job description

Jackson is seeking a Manager of Service Center Operations to lead a team of associates, drive productivity, ensure SLAs, and provide coaching and development. This role focuses on performance management, onboarding, and capacity planning to meet quality and productivity targets.

You will collaborate with Operations Leaders and other departments to implement process improvements, training, and engagement initiatives while maintaining high customer service standards.