Customer Experience Manager

The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties.
Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Customer Center Manager is responsible for directly leading and managing a team of 15-25 Customer Experience Specialists.
The Customer Center Team supports contacts from Protective Life customers or individuals that have a defined relationship to a customer.
The front-line employees are responsible for courteous, accurate, and responsive contact resolution along with enhancing the universal customer experience based on trends identified across multiple customer interactions.
The Customer Center Manager creates the environment and structure that motivates the team to make decisions that consider long-term impact and contribute to achieving department goals.
Additionally, the Manager is expected to support the growth and success of all team members, front-line employees and leaders, regardless of reporting structure.
The team this Manager supports serves as our internal innovation incubation team and has expanded responsibilities to support routine measurement and change management functions of transformational efforts.
Responsibilities: Builds inclusive, engaging team environment through effective communication that encourages diversity of thought and open communication.
Embraces and articulates a bold vision with conviction and remains open to consider new information.
Inspires team to operate with a customer-focused mindset.
Thinks independently, exercises courage to challenge appropriately, and fully commits to final decisions.
Evaluates team goals for relevance and accuracy.
Creates or adopts mechanisms to identify opportunities to improve the customer experience and eliminate process waste.
Conducts effective root cause analysis of gaps.
Creates and executes action plans that result in achieving established goals related to quality, culture, and cost.
Thinks holistically about business impact when making decisions.
Promotes team understanding of trade-offs, downstream impact, and prioritization within decision-making.
Leverages reporting to understand team and individual team member performance related to production and quality metrics.
Exhibits genuine curiosity to identify the intent and motivation behind actions.
Recognizes, rewards, coaches, and manages performance of team members appropriately.
Demonstrates capacity to navigate difficult conversations.
Effectively coordinates with other departments and promotes community learning.
Assumes complete ownership of the customer and employee experience until a more appropriate resource is available to lead.
Addresses problems when they are identified and never states, “That’s not my job.
” Focuses on solutions rather than where to place blame.
Intent to support the success of others.
Other Job Duties as assigned.
Qualifications High school diploma required, Bachelor's degree a plus 2 years Operations Management experience required Life insurance operations experience, preferably call center experience, strongly preferred Must be able to create and support a positive, inclusive, and customer-focused team environment Ability to effectively lead, mentor, and develop a high-performing team Ability to communicate effectively both verbally and in writing Ability to build and maintain relationships with varying temperaments and personalities at all levels Must be able to set challenging but realistic performance expectations and take responsibility for the actions and results of the department Must possess strong quantitative and qualitative analytical skills Must be proactive in leveraging data to develop action plans Must be self-starter and continuous learner to influence innovation that transforms environment Ability to use independent judgment and/or resourcefulness to make effective decisions Must be solution-oriented, optimistic, and believe any outcome to be possible Seeks understanding, challenges appropriately, and ultimately commits to supporting the final decision Ability to navigate ambiguity in a fast-paced environment Protective’s targeted salary range for this position is $58k to $83k.
Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience.
The range listed is just one component of Protective’s total compensation package for employees.
This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.
Employee Benefits: We aim to protect our employees' wellbeing through a broad benefits offering.
For example, we protect physical wellbeing through health, dental and vision insurance.
We protect mental wellbeing through mental health benefits and an employee assistance program.
We protect time away from work with a variety of paid time away benefits (e.
g.
, paid time off, paid parental leave, short-term disability, and a cultural observance day).
We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching.
All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Diversity and Inclusion: At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive.
Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities.
Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy.
In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.