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Customer Experience Team Manager

NBKC BANK -
Kansas City, MO

Quick Apply

Job Details

Full-time
1 day ago

Benefits

Paid parental leave
Health savings account
Paid holidays
Health insurance
On-site gym
401(k)
Flexible spending account
Paid time off
Parental leave
Employee assistance program
401(k) matching

Qualifications

Banking services expertise
Financial services customer support
Customer relationship building
Managing teams in a customer support role
Coaching
Employee relationship building
Frontline customer support management
High school diploma or GED
Team development
Supervising experience
Professional development support
Mentoring
Banking product expertise
Training
Call center management
Team building

Full Job Description

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.

Work Environment

This is a hybrid role (@Flex) based out of our Kansas City, MO office, enjoy the best of both worlds with a mix of in-office and remote work.

Onsite expectations for this role: Monday, Wednesday, and Friday

Remote Days for this role: Tuesday, Thursday, and Saturday

Shift: Monday–Friday, 9:30 AM–6:15 PM CST, rotating Saturdays 9:00 AM-1:00pm CST

Ready to bring your passion for people and service to a team that values innovation, collaboration, and heart?

Why nbkc?

Flexible hybrid work environment.
A collaborative and supportive culture.
Opportunities to grow your career and expand your skills.
Meaningful work that impacts employees across the organization.
A team of smart, curious, and genuinely great people.

Ready to make an impact? We'd love to hear from you. Apply today!

And the benefits don't hurt either:

4 weeks PTO + 12 holidays + your birthday off

401(k) with generous match and immediate vesting
Multiple health plan options (HSA, PPO, FSA)
Paid parental leave
Wellness programs and onsite gym
Paid volunteer time
Anniversary awards at 3 and 5 years
Paid 4-week sabbaticals at 10, 18, and 25 years
Flexible work options that support work-life integration

Let’s Do This

Our Hiring Process

We respect your time. Once we review your application, we’ll reach out with next steps, whether that’s a phone chat, video call, or even grabbing a coffee. We’ll keep you informed every step of the way.

Why You’ll Love Working at nbkc

Perks & Benefits You’ll Brag About:

Hybrid flexibility with a modern @Flex work model (Kansas City HQ).
Multiple comprehensive health plans (HSA, FSA, PPO your choice!)
12 paid holidays + your birthday off + 8 volunteer hours/year
401k with immediate vesting and a generous company match
Paid parental leave
Access to behavioral health advocates and an Employee Assistance Program (EAP)
Wellness perks, reimbursement programs, and on-site gym
Taking 4-week paid sabbaticals for your 10-, 18-, and 25-year anniversaries
Collaborative, growth-minded culture that celebrates innovation and ideas
Meaningful work building products that truly help customers achieve their financial goals
Opportunities to grow your career in one of the most transformative industries

About nbkc

nbkc isn’t your typical bank, and we don’t want to be.

We’re reimagining what a bank can be by investing in people, technology, and a culture that brings out the best in each other.

nbkc is deeply committed to diversity, equality, and inclusion in all its practices, especially when it comes to growing our teams. We aim to build a company whose culture promotes inclusion and embraces how rewarding it is to work with employees from all walks of life.

We’ve been proudly recognized as one of Kansas City’s Best Places to Work for 5+ years, and once you’re here, you’ll see why.

nbkc bank is an Equal Opportunity-Affirmative Action Employer – Minority/Female / Disability / Veteran / Gender Identity / Sexual Orientation

Quick Apply

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Customer Experience Team Manager

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

What You'll Do

Lead & Develop a High-Performing Team

Deliver Exceptional Customer Experiences

Resolve Complex Customer Issues

Ensure Operational Excellence & Compliance

What You'll Bring

Required Qualifications

You'll Stand Out If You Have

Why Join nbkc?

Ready to Lead the Experience?

Why nbkc?