Job Description

We're looking for an experienced, people-first leader to lead our New Business Call Center through a period of growth, modernization, and transformation. This role provides leadership to approximately 60 frontline teammates through three supervisors and plays a critical role in delivering exceptional experiences for customers, producers, and associates.

You'll lead through coaching, collaboration, and accountability, helping your team navigate change while achieving operational goals. If you're energized by developing people, improving processes, and creating a positive, inclusive culture, we'd love to hear from you.

WHAT WE CAN OFFER YOU:

• Estimated Salary: $120,000 - $150,000, plus annual bonus opportunity.
• 401(k) plan with a 2% company contribution and 6% company match.
• Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.

WHAT YOU'LL DO:

• Lead and develop a team of underwriting professionals in a fast-paced, customer-focused environment.
• Create a culture built on trust, accountability, inclusion, collaboration, and continuous learning.
• Coach and mentor team members through regular feedback, recognition, and meaningful development opportunities.
• Lead your team through organizational change while maintaining employee engagement and delivering strong business results.
• Build strong partnerships across the organization to align priorities and achieve shared goals.
• Monitor operational performance, service levels, quality, and productivity, using data and customer feedback to identify opportunities for improvement.
• Drive process improvements that enhance efficiency, simplify work, and improve both the employee and customer experience.
• Make thoughtful, customer-focused decisions that balance business objectives with service excellence.

WHAT YOU’LL BRING:

• Leadership Experience 5+ years leading call center, contact center, customer service, or operations teams, with 10+ years of progressive leadership experience preferred.
• Leader of Leaders Experience leading supervisors or other people leaders while building accountability and empowering high-performing teams.
• Change Leadership A proven track record of successfully leading teams through organizational change, transformation, and evolving business priorities.
• Coaching & Talent Development A passion for developing others through coaching, candid feedback, recognition, and meaningful growth opportunities.
• Culture Builder The ability to foster an engaged, inclusive culture built on trust, collaboration, accountability, and continuous improvement.
• Operational Leadership Experience leading in a metrics-driven environment by coaching behaviors that drive performance, service excellence, and business results.
• Relationship Builder Strong cross-functional partnership and communication skills, with the ability to influence stakeholders and align teams around shared goals.
• Customer-First Mindset A commitment to improving both the employee and customer experience through thoughtful decision-making, data-driven insights, and continuous process improvement.
• Emotional Intelligence: High self-awareness, adaptability, resilience, and openness to diverse perspectives and new ways of working.
• You promote a collaborative culture, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.

PREFERRED:

• Insurance or underwriting experience.
• Continuous improvement / Operational Excellence experience.
• Technology implementation experience.
• Contact center transformation experience.

We value unique experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!

If you have questions about your application or the hiring process, email our Talent Acquisition area at careers@mutualofomaha.com Please allow at least one week from time of applying if you are checking on the status.

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