Customer Experience Team Manager

Kansas City, MO | @Flex (Hybrid) Monday–Friday Schedule with Occasional Saturdays

Lead a Team. Elevate the Experience. Make an Impact.

At nbkc bank, we're committed to creating remarkable experiences for our customers and our employees. We're looking for a Customer Experience Team Manager who is passionate about developing people, solving problems, driving operational excellence, and delivering exceptional customer service.

In this role, you'll lead a team of Customer Experience Specialists, helping them succeed through coaching, mentorship, and ongoing development. You'll play a key role in ensuring customers receive outstanding support while fostering a collaborative, high-performing team culture.

If you're a customer-focused leader who enjoys empowering others, improving processes, and making a meaningful impact every day, we'd love to meet you.

What You'll Do

Lead & Develop a High-Performing Team

• Manage, coach, and motivate a team of 5–6 Customer Experience Specialists.
• Set clear goals, expectations, and performance standards.
• Recruit, onboard, and train new team members.
• Conduct performance evaluations and provide ongoing feedback and development opportunities.
• Foster a positive, engaging, and collaborative work environment where employees can thrive.

Deliver Exceptional Customer Experiences

• Oversee daily operations to ensure service levels and team objectives are consistently met.
• Support team members in handling customer inquiries with professionalism, empathy, and efficiency.
• Identify performance trends and coaching opportunities that improve customer satisfaction.
• Help maintain and elevate nbkc's exceptional customer service standards.

Resolve Complex Customer Issues

• Serve as an escalation point for challenging customer situations.
• Partner with internal teams to quickly resolve complaints and service concerns.
• Drive solutions that balance customer advocacy with business objectives and risk management.

Ensure Operational Excellence & Compliance

• Promote adherence to all banking regulations, security standards, policies, and procedures.
• Assess risk and exercise sound judgment when making decisions.
• Handle confidential information with discretion and professionalism.
• Stay informed of regulatory changes and ensure team practices remain compliant.
• Contribute to process improvements and operational efficiencies across the Customer Experience function.

What You'll Bring

Required Qualifications

• High school diploma or GED.
• 2+ years pf experience supervising or managing employees in a call center setting, including responsibility for performance, quality, and employee development.
• 3–5 years of banking experience.
• Previous supervisory, team lead, or management experience preferred.
• Strong knowledge of banking products, services, systems, policies, and procedures.
• Exceptional customer service and relationship-building skills.
• Strong problem-solving, critical thinking, and decision-making abilities.
• Experience coaching and developing employees.
• Ability to work collaboratively in a fast-paced, team-oriented environment.

You'll Stand Out If You Have

• A passion for developing and motivating teams.
• The ability to identify customer needs while effectively managing risk.
• Experience working in a complex, multi-functional banking environment.
• Strong sales and relationship management skills.
• Proficiency with Microsoft Office applications.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.

Why Join nbkc?

Lead and develop a talented customer experience team

Make a direct impact on customer satisfaction and team success

Enjoy a flexible hybrid work environment

Collaborate with an innovative and people-focused organization

Grow your leadership skills while helping shape the customer experience

Ready to Lead the Experience?

If you're a leader who is energized by coaching others, delivering exceptional customer service, and creating positive outcomes for both customers and employees, we encourage you to apply.