Customer Experience Manager, Performance and Efficiency at Bestow

ABOUT BESTOW Life insurance is one of the world's most important products. It's also one of the hardest to build, distribute, and modernize. Bestow exists to change that. Bestow 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. Bestow isn't selling policies. We're building the infrastructure that helps an entire industry move faster, reach more people, and deliver on its promise. Backed by leading investors (Goldman Sachs, Hedosophia, NEA, Valar, 8VC) and trusted by major carriers, Bestow is powered by a team that moves with precision, purpose, and heart. If you want to help reimagine a centuries-old industry with lasting impact, join us. Bestow offers flexible remote/hybrid work, meaningful benefits, equity, and substantial growth opportunities. Bestow uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit E-Verify.gov [Upgrade to PRO to see link] ABOUT THE TEAM Bestow's Insurance Operations team, comprised of the Customer Experience (CX), Customer Experience Operations (CXO), and New Business & Underwriting Support (CM) teams, is dedicated to providing outstanding customer experiences through our omni-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 efficiently and exceeding customer and partner expectations. This role reports directly to the Senior Director, Insurance Operations and is open 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 excellence across call center operations. You will lead Team Leads, optimize performance outcomes, and ensure seamless onboarding and workforce readiness. This role serves as a critical link between strategy and execution—leveraging data, coaching frameworks, and workforce planning to drive continuous improvement. You will oversee the day-to-day effectiveness of front-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 1. Leadership & Development: Directly manage and develop Team Leads; establish clear expectations and accountability for "boots-on-the-ground" leaders while fostering a high-performance culture. 2. Performance Management: Analyze call center data to identify trends and gaps; translate insights into actionable coaching priorities and oversee the consistency of scorecards and performance reports. 3. Operational Excellence: Monitor and improve workflows to enhance efficiency; partner with leadership to align staffing, performance, and service goals. 4. Functional Oversight: Ensure teams effectively handle inbound/outbound calls, policy servicing (beneficiary changes, payments, inquiries), FNOL intake, and fraud referrals. 5. Onboarding & Readiness: Own the end-to-end onboarding process for new hires; partner with contracting agencies and internal teams (IT, Training) to ensure resource planning and day-one productivity. 6. Cross-Functional Partnership: Collaborate with Workforce Management (WFM) on real-time management and forecasting; work with Training to bridge knowledge gaps; and manage External Vendors to align on hiring targets and candidate quality. WHO YOU ARE - Experienced Leader: You have 5+ years in call center operations/customer service leadership, with at least 2+ years of direct people management experience (specifically managing front-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 outcomes. - Adaptable: You are comfortable managing high-volume, fast-paced environments and can coach teams effectively within a regulated, customer-sensitive industry. - Collaborative: You excel 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 Bestow, we’re proud to be awarded for our team 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 vision insurance - Lifestyle stipend to support your physical, emotional, and financial wellbeing - Flexible work-from-home policy and open 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 Place for Working Parents 2023 + 2024 + 2025 - Great Place to Work Certified, 2022 + 2023 + 2024 + 2025 - Built 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 Bestow. The company will hire, recruit, and promote regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, 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 Bestow!