Senior Underwriting & Call Center Leader

Mutual Of Omaha; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

Mutual Of Omaha leads a pivotal New Business Call Center transformation, guiding a 60-person frontline team through change, with coaching and culture-building at the core. You’ll empower supervisors and drive strong customer experiences across underwriting and related operations, delivering measurable improvements.

You’ll shape an inclusive, performance‑driven environment, partnering across the org to balance priorities, data insights, and continuous process improvements.

Qualifications

• 5+ years leading a call center, contact center, customer service, or operations team, with 10+ years of progressive leadership experience preferred.
• Leader of Leaders: Experience leading supervisors or other people leaders while building accountability.
• Change Leadership: Proven track record of leading teams through organizational change and evolving priorities.
• Coaching & Talent Development: Passion for developing others through coaching, candid feedback, recognition, and growth opportunities.
• Culture Builder: Ability to foster an engaged, inclusive culture built on trust and collaboration.
• Operational Leadership: Experience in a metrics-driven environment coaching behaviours that drive performance and service.
• Relationship Builder: Strong cross-functional partnership and communication skills.
• Customer-First Mindset: Commitment to improving employee and customer experience through data-driven insights.

Responsibilities

• Lead and develop a team of underwriting professionals in a fast-paced, customer-focused environment.
• Create a culture of trust, accountability, inclusion, collaboration, and continuous learning.
• Coach and mentor team members through regular feedback, recognition, and development opportunities.
• Guide the team through organizational change while maintaining engagement and delivering business results.
• Build strong partnerships across the organization to align priorities and goals.
• Monitor operations, service levels, quality, and productivity; use data and feedback to identify improvements.
• Drive process improvements to increase efficiency and simplify work processes.
• Make customer-focused decisions balancing business objectives with service excellence.

Skills

Call center leadership

People development

Change management

Coaching

Culture building

Operational leadership

Cross-functional collaboration

Data-driven decisions

Communication

Emotional intelligence

Job description

Mutual Of Omaha leads a pivotal New Business Call Center transformation, guiding a 60-person frontline team through change, with coaching and culture-building at the core. You’ll empower supervisors and drive strong customer experiences across underwriting and related operations, delivering measurable improvements.

You’ll shape an inclusive, performance‑driven environment, partnering across the org to balance priorities, data insights, and continuous process improvements.