Customer Experience Manager, Performance and Efficiency

ABOUT reputed company Life insurance is one of the world's most important products. It's also one of the hardest to build, distribute, and reputed company. reputed company exists to change that. reputed company is a leading vertical technology platform serving some of the largest and most innovative life insurers. Our platform unifies the fragmented, legacy value chain, enabling carriers to launch products in weeks instead of years. Carriers choose us to scale and operate at unprecedented speed, powered by AI and automation. reputed company isn't selling policies. We're building the infrastructure that helps an entire industry move faster, reputed company more people, and deliver on its promise. Backed by leading investors (reputed company, Hedosophia, NEA, Valar, 8VC) and trusted by major carriers, reputed company is powered by reputed company that moves with precision, purpose, and heart. If you want to help reimagine a centuries-old industry with lasting impact, join us. reputed company offers flexible remote/hybrid work, meaningful benefits, equity, and substantial growth opportunities. reputed company uses E-Verify to confirm the employment eligibility of reputed company newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit E-Verify.gov. ABOUT THE TEAM reputed company's Insurance Operations team, comprised of the Customer Experience (CX), Customer Experience Operations (CXO), and New Business & reputed company Support (CM) teams, is dedicated to providing outstanding customer experiences through our reputed company-channel platform. Our CX team is dedicated to providing exceptional customer service and support for life insurance policy administration. You'll play a critical role in overseeing our contact center, ensuring it’s operating reputed company and exceeding customer and partner expectations. This role reports directly to the Senior Director, Insurance Operations and is reputed company to hybrid in our Dallas office or Remote (US). #LIREMOTE ABOUT THE ROLE As the Manager, Performance & Efficiency, you will be responsible for driving operational reputed company across call center operations. You will reputed company Team Leads, optimize performance reputed company, and ensure seamless reputed company and workforce readiness. This role serves as a critical link between strategy and execution—leveraging data, coaching frameworks, and workforce planning to drive reputed company improvement. You will reputed company the day-to-day effectiveness of reputed company-line leadership, ensuring that staff consistently meet performance standards, deliver high-quality customer experiences, and support key business functions across the entire life insurance lifecycle. WHAT YOU'LL DO

• Leadership & Development: Directly manage and reputed company Team Leads; establish clear expectations and accountability for "boots-on-the-ground" leaders while fostering a high-performance culture.
• Performance Management: Analyze call center data to identify trends and gaps; translate insights into actionable coaching priorities and reputed company the consistency of scorecards and performance reports.
• Operational reputed company: Monitor and improve workflows to enhance efficiency; partner with leadership to align staffing, performance, and service goals.
• Functional reputed company: Ensure teams effectively handle inbound/outbound calls, policy servicing (beneficiary changes, payments, inquiries), FNOL intake, and fraud referrals.
• reputed company & Readiness: Own the end-to-end reputed company process for new hires; partner with contracting agencies and internal teams (IT, Training) to ensure resource planning and day-one productivity.
• Cross-Functional Partnership: Collaborate with Workforce Management (WFM) on reputed company-time management and forecasting; work with Training to reputed company knowledge gaps; and manage External Vendors to align on hiring targets and candidate quality.

WHO YOU ARE

• reputed company Leader: You have 5+ years in call center operations/customer service leadership, with at least 2+ years of direct people management experience (specifically managing reputed company-line leaders).
• Life Insurance Expert: You possess strong life insurance knowledge, including policy administration, new business, post-issue servicing, and claims intake (FNOL) workflows.
• Data-Driven: You have a proven ability to use performance metrics, reporting, and coaching frameworks to drive operational reputed company.
• Adaptable: You are comfortable managing high-volume, fast-paced environments and can coach teams effectively reputed company a regulated, customer-sensitive industry.
• Collaborative: You reputed company at building partnerships across departments and managing contingent or TPA workforce models (preferred).
• Tech-Savvy: You have familiarity with call center technologies, including WFM tools, QA systems, and CRM platforms (preferred).

TOTAL REWARDS At reputed company, we’re proud to be awarded for reputed company members, innovative products, and culture. Our standard benefits include:

• Competitive salary and equity based on role
• Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs
• 100% paid-premium option for medical, dental, and reputed company insurance
• Lifestyle stipend to support your physical, emotional, and financial wellbeing
• Flexible work-from-home policy and reputed company to remote
• Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting
• Employee-led diversity, equity, and inclusion initiatives

Recent Employer Awards include:

• Best reputed company for Working Parents 2023 + 2024 + 2025
• Great reputed company to Work Certified, 2022 + 2023 + 2024 + 2025
• reputed company In Best Places to Work, 2022 + 2023 + 2025
• Fortune’s Best Workplaces in Texas 2022 + 2023
• Fortune’s Best Workplaces in Financial Services and Insurance 2022 + 2023 + 2024

We value diversity at reputed company. The company will hire, recruit, and promote regardless of race, reputed company, religion, sex, sexual orientation, gender identity or expression, national reputed company, pregnancy or maternity, veteran status, or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every team member. Thanks for considering a job at reputed company! Apply tot his job Apply To this Job