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 #: 76538

The Role at a Glance

The Director, RPS Call Center Services leads the team by providing strategic leadership, coaching, and functional expertise to ensure an exceptional experience for Retirement Plan Services participants and partners. In this role, you will oversee call center operations, foster strong customer relationships, resolve complex inquiries and concerns with fairness and efficiency, and develop strategies that enhance service delivery, operational performance, and the overall customer experience.

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 lead and develop a team of managers and customer service professionals, fostering a high-performance, customer-focused culture.
• You will oversee day-to-day contact center operations, ensuring exceptional service, efficient issue resolution, and a seamless customer experience.
• You will partner with the WorkForce Management team to drive workforce planning and operational excellence by forecasting call volumes, managing staffing strategies, and implementing escalation plans.
• You will partner with business leaders and key stakeholders to anticipate organizational, product, and regulatory changes that may impact customer demand and service delivery.
• You will use data and insights to improve performance, develop team training programs, manage budgets, and ensure compliance with privacy and regulatory requirements.
• You will own daily contact center performance against service level, productivity, quality, customer experience, and staffing targets; identify gaps quickly and drive corrective action.
• You will hold managers and frontline leaders accountable for results, coaching, performance management, engagement and consistent execution of operating standards.
• You will partner with the AVP, RPS Call Center to translate strategy into action by driving process improvements, resolving root causes, and ensuring initiatives are delivered on time with measurable results.
• 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)
• 5+ Years in Client Services that directly aligns with the specific responsibilities for this role, including 3+ years of managerial, supervisory, and/or demonstrated leadership experience
• Retirement experience.
• Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
• Remains current in profession and industry trends.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Nice-to-have experience (Preferred):

• Operational Leadership Experience - setting Key Performance Indicators, managing workload/staffing models, managing departmental performance
• Strategic Planning/Execution
• Process re-engineering experience
• 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 $94,875 - $151,800 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.