Members' Service Manager

Overview

Job Category
:
Business Management/Administration

Requisition Number
: MEMBE
001639

Posted :
January 26, 2026
• Full-Time
• On-site

Showing 1 location

Rock Island, IL 61201, USA

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.

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…