Unit Manager – Benefits Contact Center – Remote

Symetra is seeking an experienced, people‑focused Unit Manager to lead a contact center team within our Workforce Benefits organization. This role is ideal for a leader who enjoys coaching others, driving performance through engagement, and creating a positive customer and employee experience.

About the role

This is the first level of two within the Unit Manager job family. You will lead and develop a team of approximately 13+ customer service professionals, supporting supplemental health products such as critical illness, hospital indemnity, wellness, and/or accident.

You’ll be responsible for balancing people leadership, operational excellence, and customer outcomes, ensuring individual and team performance standards are consistently met.

What You Will Do

• Coach, develop, and support team members through regular feedback, performance conversations, and career development opportunities
• Set clear expectations and hold team members accountable to quality, productivity, and service standards
• Oversee onboarding, training, and ongoing skill development; make effective staffing and scheduling decisions
• Manage daily workflow to meet Service Level Agreements (SLAs), recommending adjustments to staffing or processes as needed
• Inspire and motivate team members through inclusive leadership, recognition, and celebration of success
• Address and resolve customer or partner issues and escalations, ensuring timely and effective resolution
• Ensure compliance with legal, regulatory, and internal operational standards
• Communicate unit, department, and company priorities to support understanding and alignment
• Contribute to continuous improvement by identifying process enhancements and supporting change initiatives
• Maintain required documentation, reporting, and administrative activities in accordance with company policies
• Support special projects and additional responsibilities as business needs evolve.

Why Work at Symetra

Here’s what some of our employees have to say about why they work at Symetra:

"Everyone that works here wants to be here and enjoys their job here.  We work as a team and are definitely swift to serve our customers as well as EE's!!" - Julie M., Regional Manager

 

“I was referred to Symetra by a family friend who’s been with the company for years—and I’m so glad I took their advice. Symetra truly puts its people first. I’ve always felt supported, not micromanaged, and that trust has helped me grow. I started in an entry-level position and have worked my way up to Unit Manager by continuously learning and expanding my skills. It’s a place that believes in its employees and invests in their success.” - Morgan D., Sr. Unit Manager

What we offer you

Benefits and Perks

We don’t take a “one-size-fits-all” approach when it comes to our employees. Our programs are designed to make your life better both at work and at home.

• Flexible full-time or hybrid telecommuting arrangements
• Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%
• Paid time away including vacation and sick time, flex days and ten paid holidays
• Give back to your community and double your impact through our company matching
• Want more details? Check out our Symetra Benefits Overview

Compensation

Salary Range: $66,100 - $110,100 plus eligibility for annual bonus program

Qualifications

Who You Are

• High school diploma required; college degree preferred
• 2–3 years of people‑management experience, ideally in a customer service or benefits‑related environment
• Strong customer‑centric mindset with an understanding of service operations and performance metrics
• Effective communicator with the ability to coach, influence, and resolve conflict
• Pr