The Role
The Customer Experience Manager leads a team to enhance customer interactions, promotes a supportive team environment, and drives process improvements based on data analysis.
Summary Generated by Built In
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.
Candidates must reside in Nebraska to be eligible for this position.
We are seeking a Customer Experience Manager who will lead a team of 15–25 Customer Experience Advocates that support inquiries from Protective Life customers and their related contacts. This role is responsible for ensuring courteous, accurate, and responsive service while enhancing the overall customer experience through insights gathered across multiple interactions. The Manager will create a supportive and accountable team environment that encourages thoughtful decision-making aligned with long-term goals. This is a hands-on leadership role where they will champion the growth and development of all customer experience team members—both front-line employees and leaders.
Key Responsibilities:
- Cultivates an inclusive, customer-focused team environment through clear communication, openness to new ideas, and commitment to shared decisions.
- Evaluates team goals and uses data-driven analysis to identify process improvements, enhance customer experience, and drive results across quality, culture, and cost.
- Monitors individual performance using reporting tools, provides meaningful feedback, and manages performance through recognition, coaching, and accountability.
- Collaborates across departments, takes ownership of customer and employee experiences, and promotes a solution-oriented mindset focused on team success.
- Acts as a business owner in implementing process, technology, and people changes, supporting initiatives that enhance customer and business value.
- Other duties as assigned.
Skills & Abilities:
- Demonstrated success in fostering a positive, inclusive, and customer-focused team environment, while effectively leading and developing high-performing teams.
- Communicate clearly and professionally, both verbally and in writing, and build strong relationships across diverse personalities and levels.
- Set realistic yet challenging performance expectations and take ownership of departmental outcomes.
- Apply strong analytical skills and proactively use data to inform decisions and drive action plans.
- Demonstrate sound judgment, adaptability in fast-paced environments, and a solution-oriented mindset committed to team decisions.
Work Experience & Education:
- Preferred 3+ years of experience in life insurance operations or operations management, ideally in a call center setting, though other environments are welcomed.
- Associate or bachelor’s degree preferred but not required.
#ind123 #LI-AP1
Employee Benefits:
We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include 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.
Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.
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The Company
What We Do
Protective Life Corporation (Protective) provides financial services through the production, distribution and administration of insurance and investment products throughout the United States. Protective traces its roots to its flagship company founded in 1907, Protective Life Insurance Company. Throughout its more than 110-year history, Protective’s growth and success can be largely attributed to its ongoing commitment to serving people and doing the right thing — for its employees, distributors and, most importantly, its customers. Protective’s home office is located in Birmingham, Alabama, and its 3,000+ employees work across the United States. As of June 30, 2020, Protective had assets of approximately $123 billion. Protective Life Corporation is a wholly owned subsidiary of Dai-ichi Life Holdings,
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