Grow your career with a growing organization

Whether they’re helping people reach their long-term financial goals or providing personal wealth management strategies, every associate contributes to changing the lives of those we serve for the better. When it comes to job satisfaction, that’s hard to beat. And from a personal satisfaction perspective, you’ll enjoy the freedom to support causes that matter to you and experience a truly inclusive work environment. Your future starts now.

The Director Participant Services is responsible for leading multiple teams of managers, team leads and associates within Hardship and Beneficiary Support Services. Builds strong teams with high engagement and a climate committed to service as a differentiator in the market. Full accountability for performance delivery of the assigned teams. Works closely with client facing teams to ensure service delivery expectations are met / exceeded for our clients. Creates a culture where the Empower values are practiced and rewarded on a regular basis. Develops partnerships within the participant services organization to continually support the growth and development of the assigned teams.

What you will do:

• Leads a team of 3-5 manager level direct reports and 125+ indirect reports

• Ability to inspire high performing teams in a virtual or hybrid environment

• Builds a culture of excellence where associates feel valued and connected to their work and company

• Drives staff retention by creating as atmosphere where associates are valued and see a clear connection between their work & the company goal of creating financial stability for participants

• Accountable for all key business results and expectations, including coaching, development, team engagement, risk mitigation, supporting client initiatives, & diagnosing / solving client or market segment concerns

• Responsible for managing day to day contact center activities including real time decision making, capacity management, and accountability for achieving service standards

• In partnership with workforce planning & associates support teams, execute on hiring plans, continuous upskilling of staff, and strategic decision making to ensure KPIs are achieved

• Administers rewards & recognition programs designed to attract and retain top talent

• Works closely with Product, Marketing & RSG to provide insights and feedback on product offering, web design, communication channels, and customer pain points

• Model Empower’s Values of Accountability, Customer Obsession, Leading, Simplifying, Collaboration

• Partners closely with technology to provide insights on representative pain points, proposed systems enhancements, and optimizing contact center telephony tools

• Collaborates with IVR & web team to create self service channels which increase Ease of Doing Business and drive customer satisfaction

What you will bring:

• Bachelor’s degree in related field or 5+ year of equivalent industry experience

• 6+ years of experience leading within a contact center

• FINRA fingerprinting

• FINRA 6, 63, & 26 registrations required within corporate-established timelines

• Must possess the ability to tell a story through data

• Must possess the ability to engage team members and create excitement around our Vision & Mission

What will set you apart:

• Driven, positive, team player with strong problem solving and issue resolution skills

• Work effectively across multiple locations and virtual offices

• Skilled in helping the frontline staff and leaders understand how their jobs align to the organization’s mission, goals and purpose

• Proven ability to make decision quickly with limited oversight

• Ability to analyze data, draw conclusions, and create action plans to improve outcomes

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision and life insurance
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
• Tuition reimbursement up to $5,250/year
• Business-casual environment that includes the option to wear jeans
• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
• Paid volunteer time — 16 hours per calendar year
• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
• Business Resource Groups (BRGs) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business priorities.

Base Salary Range

$90,500.00 - $127,850.00

The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Equal opportunity employer • Drug-free workplace

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***