About the Role: As an
Manager, Experience Center you will serve as the operational engine of Security Benefit's new in-house customer service function - translating strategic direction into daily execution, developing a high-performing team, and ensuring associates deliver consistent, consultative, high-quality service across Security Benefit's annuity and retirement plan books of business. This is a pivotal early hire in a phased organizational build, and you will play a central role in the transition from outsourced call center partners to an internal Experience Center, owning operational readiness, team effectiveness, and service quality at each milestone.
The Manager, Experience Center Operations reports to the Director of Experience Center and is based out of our Overland Park, Kansas.
- Manage day-to-day Experience Center operations, ensuring compliant, efficient, and high-quality handling of complex service inquiries related to annuity and retirement plan products, advisor/agent support, licensing, suitability, and client and distribution partner needs
- Translate the Director's strategic priorities into operational plans, team workflows, and performance standards - bridging vision and frontline execution
- Monitor service-level goals and KPIs (FCR, AHT, NPS, SL) in real time; identify performance trends, surface risks, and implement timely corrective action
- Lead, develop, and hold accountable a team of direct reports, building their capability to coach effectively, deliver consistent feedback, and drive performance with clarity
- Conduct regular one-on-ones, performance reviews, and structured development conversations; identify high-potential talent and create pathways for growth
- Oversee quality monitoring and call observation processes, using QA data to drive consistency, identify coaching opportunities, and improve service delivery
- Ensure team adherence to applicable financial services regulations including FINRA/SEC, DOL, and NAIC/state standards, as well as Security Benefit's internal policies and procedures
- Play a central operational role in the phased transition from third party administrator partners to an internal Experience Center, supporting knowledge transfer, associate readiness, and service continuity
- Serve as an operational liaison between the Experience Center and key internal partners including Technology, Product, Sales, Operations, and Compliance
- Provide the Director with regular reporting on team performance, operational trends, capacity, and emerging risks
What We're Looking For:- Bachelor's degree in Business, Operations, Finance, or a related field; equivalent combination of education and experience considered
- 5+ years of experience in operations or service management, with at least 2-3 years in a people management role
- Experience in financial services, retirement plans, annuities, insurance, or another regulated industry
- Demonstrated ability to lead a team and manage performance across multiple levels
- Strong working knowledge of call center service metrics and quality assurance frameworks (FCR, AHT, NPS, SL)
- Exceptional communication, coaching, and organizational skills
- Proven ability to manage daily service operations in a high-volume, high-complexity environment - balancing efficiency, quality, and compliance simultaneously
- Strong coaching and feedback skills; demonstrated experience developing team members into effective, accountable contributors
- Direct experience supporting financial advisors/agents, distribution partners, or clients in a service or operations capacity (preferred)
- Background contributing to a contact center build, transformation, or large-scale operational transition (preferred)
- Familiarity with call center platforms including IVR, CRM, WFM, and telephony systems (preferred)
- Exposure to process improvement methodologies such as Lean or Six Sigma (preferred)
Why Choose Security Benefit?When you join our team, you're not just getting a paycheck - you're getting a career path full of growth opportunities, plus a robust benefits package that puts your well-being first. Here's what you can expect as a full-time Security Benefit associate:
- Competitive salary and annual incentive bonuses to reward your contributions.
- 33 days of paid time off (including PTO, holidays, Volunteer Day, and days of significance).
- Paid parental leave after 90 days of service.
- Comprehensive medical, dental & vision insurance.
- 401(k) with company match, plus Profit Sharing & Savings Plan.
- Short- and Long-Term Disability Insurance to give you peace of mind.
- Flexible Spending Accounts for medical and dependent care.
- Life Insurance to protect your loved ones.
- Educational assistance to support your career development.
- Associate assistance programs for your personal and professional well-being.
Ready to Make an Impact?Apply today by visiting our career page to submit your resume. We're excited to meet you!
