Contact Center Manager

West Des Moines, Iowa

Full time

R254844

We are driven to do more. More for our customers and the financial professionals who offer our products. If you are driven to do more and love the challenge of pursuing more, Athene is your kind of company. You will find we offer more than the basics to create an inclusive and dynamic work environment at our various locations.

Purpose:

At Athene, we’re transforming the way we serve customers and support our employees. We’re looking for a leader who thrives in a fast-paced environment, embraces change, and is passionate about developing people.

This role is about more than managing operations—it’s about building high-performing teams, driving continuous improvement, and helping employees navigate change with confidence.

Whether your experience comes from a contact center, operations, retail, hospitality, financial services, or another service-focused environment, we’re looking for a leader who can inspire others and deliver results through people.

Accountabilities:

Lead and Develop Teams

• Coach and develop customer service professionals

• Create a culture of accountability, engagement, and growth

• Provide clear expectations, feedback, and support

Lead Through Change

• Help teams successfully navigate organizational, process, and technology changes

• Communicate with clarity and build commitment to new ways of working

• Maintain performance and engagement during periods of transformation

Drive Results and Improvement

• Use data and insights to improve team performance and customer experience

• Partner across the organization to solve problems and improve processes

• Encourage innovation and challenge the status quo

What Success Looks Like

• Employees are engaged, growing, and performing at a high level

• Teams consistently deliver exceptional customer experiences

• Change is implemented successfully with strong adoption

• Process improvements create measurable business impact

Qualifications and Experience:

• 5+ years of relevant experience in customer service, operations, contact center, or a related environment; including 2+ years of formal or informal leadership, or relevant experience.

• Proven ability to coach, develop, engage, and motivate teams while creating an inclusive environment where employees can grow and perform at their best.

• Demonstrated ability to lead through change, adapt priorities, solve operational challenges, and drive results with sound judgment and a bias for action.

• Strong communication, collaboration, critical-thinking, and problem-solving skills, with the ability to influence partners and build effective working relationships.

• Financial services experience preferred; contact center leadership experience is a plus but not required. Comfort using technology, automation, and AI-enabled tools to improve customer and employee experiences is valued.

• Bachelor’s degree or equivalent experience preferred.

Drive. Discipline. Confidence. Focus. Commitment. Learn more about working at Athene (https://www.athene.com/careers) .

Athene is a Military Friendly Employer! Learn more about how we support our Veterans (https://www.athene.com/our-veterans) .

Athene is committed to inclusion and is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other status protected by federal, state or local law.

We are driven to do more. More for our customers and the financial professionals who offer our products. If you are driven to do more and love the challenge of pursuing more, Athene is your kind of company. You will find we offer more than the basics to create an inclusive and dynamic work environment at our various locations.