Senior Manager, Customer Operations — Hybrid & Multi-Office

Securian Financial; Saint Paul (MN); Hybrid; USD 116,000 - 219,000; Full time

Benefits offered by this job

PTO and time‑off flexibility

Holidays paid

Pension plan and 401(k)

Health insurance

Volunteer time off

Employee resource groups

Job summary

Securian Financial is seeking a Senior Manager of Customer Operations for Branch Offices. You will lead managers, supervisors, and support teams across Richmond, Madison, and Austin to ensure service delivery, client satisfaction, and adherence to commitments.

You will drive branch priorities, governance, and staffing plans in collaboration with EBS and Operations leaders. The role emphasizes talent development, capacity planning, and ongoing process improvements, with occasional travel and a

Qualifications

• Leadership experience in complex, multi‑team customer operations.
• Demonstrated ability to develop leaders, manage performance, and build succession readiness.
• Experience managing client commitments, service performance, and operational risk.
• Strategic, continuous‑improvement mindset with experience leading sustainable change.
• Strong judgment, analytical skills, communication, and stakeholder influence.

Responsibilities

• Lead branch operations and deliver accurate, timely service against client commitments, performance guarantees, and service levels.
• Set branch priorities and drive improvements that strengthen service, consistency, scalability, and customer experience.
• Partner with clients, Account Executives, EBS leaders, and Operations teams to resolve issues, coordinate commitments, and support growth.
• Leverage shared Operations capabilities while maintaining client‑specific requirements.
• Coach and develop branch leaders, strengthen succession readiness, and foster an inclusive, client‑focused culture.
• Lead change with clear governance, stakeholder alignment, risk management, and sustained adoption.
• Establish and manage budgets; align staffing, coverage, and expenses with workload and service commitments; and recommend capacity and investment needs.
• Occasional travel, as appropriate

Skills

Leadership

Customer operations

Change management

Strategic planning

Stakeholder influence

Team development

Budget management

Job description

Securian Financial is seeking a Senior Manager of Customer Operations for Branch Offices. You will lead managers, supervisors, and support teams across Richmond, Madison, and Austin to ensure service delivery, client satisfaction, and adherence to commitments.

You will drive branch priorities, governance, and staffing plans in collaboration with EBS and Operations leaders. The role emphasizes talent development, capacity planning, and ongoing process improvements, with occasional travel and a