Members' Service Experience Manager

Members' Service Experience Manager

Modern Woodmen of America is seeking a dynamic leader to guide a high-performing team that is dedicated to providing exceptional support to our members and financial representatives.

This role involves offering vision and leadership to the member support team in our Service Center through phone and digital transactions. The successful candidate will be responsible for developing and implementing customer service strategies that not only enhance satisfaction but also reduce response times and improve resolution rates. They will be driving strategic initiatives aimed at boosting our service quality and operational efficiency.

We are seeking someone who is passionate about delivering top-notch customer service and is successful in leading teams to success.

Modern Woodmen of America is one of the nation’s largest fraternal benefit societies, with over $18 billion assets. Fraternals are unique membership organizations that pair the “member-owned” characteristic of a mutual insurance company with the “social mission” characteristic of a service organization. They unite individuals with common bonds, provide a variety of life insurance and investment products, and form one of the nation’s most effective volunteer networks.

What You’ll Do:

Lead the Service Center with a strategic, service-focused mindset:

• Analyze service metrics, trends, and customer feedback to identify opportunities for operational improvements and quality experiences.


• Provide vision, direction, and leadership to ensure efficient, timely, and quality processing of all Service Center responsibilities.


• Stay current on industry trends, maintain appropriate staffing levels, and manage vendor relationships.


• Oversee departmental budgeting and ensure resources align with organizational goals.


• Conduct resource planning to optimize productivity across staff and workload.


• Use data and analytics to identify gaps and guide continuous improvement.


• Maintain robust systems, internal controls, and quality measurement standards.


• Recommend and implement process improvements that enhance efficiency while upholding high service expectations.


• Build and maintain strong relationships with team members, peers, and field partners.


• Communicate vision and changes to the Director of Operations regarding challenges, progress, and successes.

Build and develop a high‑performing team:

• Serve as a coach, mentor, and role model, fostering leadership at every level.


• Recruit, train, motivate, and develop staff to meet current and future departmental needs.


• Provide performance management including recognition, coaching, correction, and recommendations for advancement.


• Promote a culture of service excellence, collaboration, and continuous learning.

What we need:

• Bachelor’s degree. Master’s degree preferred. 7+ years of customer service and leadership experience.


• LOMA fellowship and PCS designations preferred.


• People first mindset with a willingness to go above and beyond to deliver exceptional service.


• Previous leadership experience with strong emotional intelligence and ability to develop other leaders.


• Transformation-driven to service the needs of our members and team with a future-focused, goal-oriented mindset.


• Excellent communication skills and habits. High degree of adaptability and tolerance for ambiguity.


• Willingness to recommend improvements, continuously learn and help the Service Center team.


• Advanced knowledge of contact center technologies and metrics. Motivated towards technology adoption.

What we offer:

• Pay: The annual pay range for this position is $100,000-$114,000. The specific rate will depend on the successful candidate’s qualifications and prior experience.


• Work Arrangements: This is a full-time office focused, salaried position. Office focused positions work on-site due to the nature of the work and have limited remote days. Core business hours for the Service Center are 8:00 am – 4:30 pm, Monday-Friday. Although there are busy times where this schedule is adjusted to include additional hours.


• Stability: Modern Woodmen has been Modern Since 1883® and exists for our members. We make long-term decisions that provide stability for our employees, financial representatives, and members.


• Respect for personal time: We offer vacation, sick leave and 11 paid holidays. We value your time outside of work and offer careers that blend work and life well.


•  Professional growth: Benefit from our commitment to employee development which includes educational offerings to enhance your knowledge of our industry.


• Great culture: We build strong working relationships across our organization through collaborative work and volunteer opportunities.


• A beautiful office: Enjoy a beautiful view! Our home office, located in downtown Rock Island, IL, has a lovely plaza overlooking the Mississippi River.


• On-site Café: Our employees can purchase a variety of breakfast, lunch, and beverage options at Café 1883.


• A thriving local community: Not from the Quad Cities and hesitant to consider relocation? Give it some thought. The Quad Cities offers an idyllic Midwestern lifestyle along the mighty Mississippi and consistently ranks at the top of the list for quality of life and cost of living. It is home to more than our share of artists, festivals, and fun in every season.


• Exceptional benefits: Our comprehensive benefits package is designed to support your health and financial well-being. Benefits include:
  
  
  
  • Company-paid retirement plan
  
  
  • Matching 401(k) plan
  
  
  • Employee Impact Bonus
  
  
  • Medical, Dental and Prescription Drug Insurance. We pay 100% of employees’ health insurance premiums and 50% of employee dependents’ premiums.
  
  
  • Group term life insurance.
  
  
  • Long-term and short-term disability.
  
  
  • Voluntary benefits: vision, flexible savings accounts (FSA), accident insurance
  
  
  
  

Modern Woodmen is an equal opportunity employer. Modern Woodmen is committed to providing a respectful environment where each person’s diverse opinions, attitudes, attributes, and feelings are respected.