Manager, Customer Service, Arlington

Navy Mutual is seeking a
strategic and hands-on Manager of Customer Service
to lead and elevate our Member experience across our life insurance and annuity business.
This role is critical in delivering
exceptional, compliant, and consistent service
while driving operational excellence, team performance, and continuous improvement.
If you are a
data-driven leader with deep call center expertise
, a passion for coaching high-performing teams, and experience in
regulated financial services environments
, this is your opportunity to make a meaningful impact.
What You'll Do
Lead & Optimize Customer Service Operations
Oversee day-to-day operations of the Customer Service function, ensuring delivery of high-quality, compliant, and consistent Member experiences
Establish and maintain
service standards, internal controls, and operational protocols
Monitor and analyze
call volume, productivity, compliance metrics, and trends
to optimize staffing and performance
Drive Member Experience & Quality
Own the
Quality Assurance program
(call monitoring, calibration, coaching, and trend reporting)
Manage escalations and complaints in alignment with established SOPs
Ensure all communications meet
regulatory, accuracy, and documentation standards
Develop & Lead a High-Performing Team
Provide
daily coaching, mentoring, and performance management
to Customer Service staff
Lead training initiatives across areas including
compliance, de-escalation, systems usage, and product knowledge
Conduct performance reviews, manage workloads, and drive accountability for KPIs, KRIs, and SLAs
Enhance Processes & Systems
Identify and implement
process improvements, automation, and self-service capabilities
Partner cross-functionally to address system enhancements and operational gaps
Support and troubleshoot customer-facing technologies (IVR, chat, portal, PAS, CRM systems)
Drive Operational Excellence & Compliance
Ensure adherence to
industry regulations, internal policies, and audit standards
Maintain deep knowledge of products, systems, and servicing processes
Lead or support
change initiatives, process redesign, and knowledge management efforts
What You Bring
Experience & Expertise
Bachelor's degree in Business or related field
and 3+ years in life insurance/financial services
, or
7+ years equivalent experience
3+ years managing a Customer Service call center
, including KPIs, QA programs, and operational strategy
3+ years leading teams
with demonstrated success in coaching, performance management, and workforce planning
Strong knowledge of
life insurance/annuity products, regulations, and servicing operations
Technical & Analytical Skills
Experience with
CRM systems (e.g., Salesforce)
and policy administration platforms
Proven ability to
analyze data, identify trends, and present actionable insights
Strong process orientation with experience in
continuous improvement and operational enhancements
Leadership & Communication
Exceptional
leadership, interpersonal, and communication skills
Ability to manage
multiple priorities with precision and attention to detail
Demonstrated ability to
drive accountability, engagement, and a culture of compliance
Preferred
Insurance designations (FLMI, ACS, PCS, CLU)
Experience with
budget management and vendor coordination