Alternate Locations: Work from Home

Work Arrangement:

Remote : Work at home employee residing outside of a commutable distance to an office location.

Relocation assistance: is not available for this opportunity.

Requisition #: 76534

The Role at a Glance

In the AVP, Retirement Plan Services Call Center role, you will provide leadership, coaching and functional expertise to the call center team to ensure a positive experience for our Retirement Plan Services participants and partners. You will contribute to developing strategies that have substantial impact on the success & delivery of client service operations and that enhance customer experience.

As an AVP, Call Center, you will be responsible for the planning and oversight of multiple teams within the RPS Operations call center. You and your leaders will support teams that handle inquiries and interactions from participant and financial professionals, provide web technical support and research. You will work with Directors and Managers to set strategy, manage workload, and drive re-engineering efforts.

What you'll be doing

• You will lead a dynamic team in an environment that is constantly changing. Provide training and development opportunities, including stretch assignments, for team members while providing honest and open feedback to aid in the development of talent. You will direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards for assigned areas of responsibility.
• You will hold leaders and the team accountable for staffing, capacity, attendance, engagement and consistent execution.
• You will own the numbers - service level, abandon rate, average speed to answer, quality, productivity, customer satisfaction, establish clear targets and quickly address gaps.
• You will direct, establish and implement priorities, performance goals and objectives to ensure the departmental results are met while evaluating performance and taking appropriate action to meet or exceed performance standards.
• You will provide strategic leadership and direction to continually improve the capabilities and results for your area while contributing to strategic creation.
• You will develop, maintain and analyze appropriate metrics and control mechanisms for operations including using data and analysis to improve business results by targeting opportunities and process improvements within the call center team.
• You will build strong working relationships with key internal/external stakeholders to effectively understand and anticipate projects, products or regulatory changes which may impact operations.
• You will be responsible for developing and managing the budget for your area.
• You will create a culture where leaders don't just report problems, but rather own solutions expecting clear action plans, deadlines, measurable outcomes and follow-through on process improvements and root cause resolution to improve customer experience.
• Cultivate and manage offshore strategic partnerships, fostering strong vendor relationships to enhance talent delivery, improve operational efficiency, and support scalable business growth.

What we're looking for

Must-have experience (Required):

• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
• 10+ Years experience years in a Client Services and/or Call Center leadership role that directly aligns with the specific responsibilities for this position, including 5+ years of managerial, supervisory, and/or demonstrated leadership experience including influencing senior management/critical stakeholders experience
• Retirement experience
• Experience managing people leaders
• Operational Leadership Experience - setting Key Performance Indicators, managing workload/staffing models, managing departmental performance
• Strategic Planning/Execution

Nice-to-have experience (Preferred):

• Process re-engineering experience
• Experiencing managing strategic partnerships
• Managing/leading teams that are in office, hybrid and fully remote
• Bilingual (Spanish)

Travel Requirements

• Up to 25% (international required)

Application Deadline

Applications for this position will be accepted through September 3, 2026, subject to earlier closure due to applicant volume.

What's in it for you:

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
• Leadership development and virtual training opportunities
• PTO/parental leave
• Competitive 401K and employee benefits
• Free financial counseling, health coaching and employee assistance program
• Tuition assistance program
• Work arrangements that work for you
• Effective productivity/technology tools and training

The pay range for this position is $120,375 - $192,600 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln's total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln's standard benefits package.