Apply

Ready to go for it?

AI Apply speeds things up—apply directly if you prefer.

FREE ACCESS
5,000–10,000 jobs/day
JobTailor Logo

See all jobs on JobTailor

Search thousands of fresh jobs every day.

Discover
  • Fresh listings
  • Fast filters
  • No subscription required
Create a free account and start exploring right away.
Sun Life

Senior Manager, Customer Service

Sun Life

Senior Manager overseeing customer service operations for government contact center functions at Sun Life. Leading teams and ensuring effective delivery of support services while driving continuous improvement in quality and customer experience.

Posted 7/29/2026full-timeHartford • Connecticut, Maine, Maryland, Montana • 🇺🇸 United StatesSenior💰 $64,700 - $97,100 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in customer service operations and contact center management, with a strong focus on leadership, operational performance, and continuous improvement. Proficient in developing communication strategies and collaborating with cross-functional teams to enhance service delivery and customer experience.

Highest-signal resume keywords
Customer Service OperationsContact Center ManagementLeadership ExperienceOperational Performance MonitoringCommunication Skills

ATS Keywords

Tailor your resume
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Call RoutingQueue ManagementService Level PerformanceQuality MonitoringOperational Reporting
Soft Skills
LeadershipCommunication
Tools & Technologies
Workforce Management ConceptsKnowledge Management
Industry Keywords
Health Care OperationsGovernment Contact CenterBusiness Process Outsourcing

About the role

Key responsibilities & impact
  • Leads and oversees customer service operations for assigned Government and strategic contact center functions
  • Provides leadership for frontline production teams and managers
  • Monitors operational performance against service level and contractual expectations
  • Drives continuous improvement in quality, accuracy, call routing, knowledge management, and customer experience
  • Coordinates with Learning and Development to create, review, and update knowledge articles, job aids, alerts, one-pagers, and training guidance
  • Develops clear communication for internal teams and business process outsourcing partners regarding known issues, routing changes, client requirements, system outages, service impacts, and required agent actions

Requirements

What you’ll need
  • 8+ years of customer service operations, contact center, health care operations, or related experience
  • 5+ years of leadership or contact center management experience including direct people leadership and management of managers or leads
  • Bachelor’s degree or equivalent combination of education and relevant experience
  • Strong understanding of contact center operations, workforce management concepts, call routing, queue management, service level performance, quality monitoring, and operational reporting
  • Experience partnering with Information Technology, business readiness, and operational stakeholders on system implementations, incident response, user acceptance testing, and production support
  • Strong written and verbal communication skills

Benefits

Comp & perks
  • Health insurance
  • Generous vacation and sick time
  • Market-leading paid family, parental and adoption leave
  • Medical coverage
  • Company paid life and AD&D insurance
  • Disability programs
  • Partially paid sabbatical program
  • 401(k) employer match
  • Stock purchase options
  • Employer-funded retirement account
  • Flexible, inclusive and collaborative work environment that supports career growth