Role Description At Horace Mann, we're committed to delivering exceptional service to our agents and customers while supporting educators across the country. We are seeking a collaborative and results-driven Manager, Horace Mann General Agency (HMGA) Service to lead our Agency Service Center and champion a culture of service excellence, operational performance, and continuous improvement. In this leadership role, you'll oversee the day-to-day operations of the Agency Service Center, develop and coach high-performing teams, and partner across the organization to enhance processes, technology, and the overall agent and customer experience. The ideal candidate is passionate about developing people, improving operations, and creating an environment where service excellence thrives. Key Responsibilities - Service Leadership & Performance - Lead and manage the daily operations of the Agency Service Center, ensuring achievement of service level agreements, quality standards, and key performance indicators (KPIs). - Oversee service delivery for policy maintenance, billing inquiries, customer account changes, and other agency support functions. - Utilize dashboards, analytics, and quality metrics to drive accountability, improve performance, and support data-driven decision-making. - Foster a culture of ownership, professionalism, and operational excellence that reflects the mindset of a high-performing agency. - Leadership & Team Development - Recruit, coach, develop, and empower supervisors and service professionals to build a best-in-class service organization. - Provide ongoing mentoring and performance coaching that promotes employee engagement, accountability, and professional growth. - Inspire teams to deliver exceptional service while balancing efficiency, accuracy, empathy, and compliance. - Build an inclusive, collaborative environment that recognizes achievement and encourages continuous learning. - Operational Excellence & Continuous Improvement - Direct Agency Service Center operations, including training and quality assurance programs, to ensure consistency and service excellence. - Lead the development and continuous improvement of training, quality assurance, and operational processes. - Partner with internal business units and external partners to optimize workflows, improve technology utilization, and enhance customer communication. - Identify opportunities for automation, knowledge management improvements, and operational efficiencies that improve both the agent and customer experience. - Customer & Agent Experience - Champion Horace Mann's commitment to delivering Distinctive Service in every customer and agent interaction. - Manage escalated customer and agent concerns by identifying root causes and implementing long-term solutions. - Leverage customer feedback, agent insights, and operational metrics to continuously improve service delivery and satisfaction. Qualifications - Required - Bachelor's degree in a related field or an equivalent combination of education and relevant professional experience. - Minimum 2 years of leadership experience within an insurance service center, agency operations, or contact center environment. - Demonstrated success driving operational excellence, service quality, and employee engagement. - Strong understanding of insurance policy administration, customer service operations, and workflow management. - Experience leading leaders and managing performance across multiple teams. - Exceptional communication, analytical, and leadership skills with the ability to influence cross-functional partners. - Preferred - Active Property & Casualty insurance license or the ability to obtain within a designated timeframe. - Experience leading operational transformation or continuous improvement initiatives. - Experience utilizing performance dashboards, workforce metrics, and quality assurance programs. Skills & Competencies - Leadership and talent development - Customer experience and service excellence - Operational strategy and process improvement - Performance management and coaching - Cross-functional collaboration and influence - Data-driven decision making - Organizational planning and execution - Change management and continuous improvement Additional Information - Remote position. - Normal office environment. - Periodic travel may be required. - Salary Range: $66,500.00-$92,000.00 + incentive - Salary is commensurate to experience, location, etc. Company Description Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have more than $12 billion in assets. We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.

Role Description The Senior Manager, Transformation Lead for Custom Networks is responsible for supporting strategic planning, governance, and execution across a portfolio of initiatives that improve operational performance, customer experience, and financial outcomes. This role partners with line leaders and initiative owners to establish a disciplined operating cadence, drive cross-functional alignment, and ensure initiatives are integrated into the broader operating roadmap while delivering measurable value. Main Responsibilities - Strategic Planning & Roadmap Integration - Support cross-functional teams through the full lifecycle of transformation initiatives, from idea intake and gating through execution, tracking, and value capture. - Maintain and refine the Custom Networks transformation roadmap in partnership with leadership, ensuring alignment to operating priorities, goals, metrics, and customer delivery outcomes. - Help ensure initiatives integrate into the broader operating roadmap and are clearly coordinated with deployment, engineering, permitting, project controls, and partner management functions. - Operating Cadence, Governance, and Execution Leverage - Coordinate the weekly transformation cadence, including leadership reviews, workstream sessions, and escalation paths; ensure the right participants attend and actions are tracked to closure. - Serve as a central coordinator for priorities across multiple workstreams, maintaining visibility into what is active, what is next, what is blocked, and where leadership decisions are needed. - Apply governance practices that strengthen accountability, transparency, and consistent reporting across the organization. - Tracking, Reporting, and Value Capture - Operate performance tracking mechanisms, including KPIs, milestone plans, cost/schedule health, risks/issues, and reporting routines to monitor initiative effectiveness and delivery health. - Manage gating workflows with stakeholder inputs and approvals to ensure readiness, impacts, dependencies, and decisions are understood before initiatives move forward. - Partner with Finance and other stakeholders to support benefits tracking and ensure operational improvements are connected to measurable outcomes such as cost reduction, productivity, cycle time, and customer experience. - Technology Enablement & Automation (where applicable) - Identify opportunities to leverage automation and technology solutions, including process automation and AI-enabled approaches, to reduce operational friction and improve customer and employee experience. - Partner with IT, tool owners, and product teams to document requirements, support solution adoption, and enable scalable process improvements. - Stakeholder Leadership & Change Enablement - Build and maintain strong relationships with internal stakeholders and cross-functional leaders; foster collaboration and remove barriers to execution. - Act as a trusted partner to initiative owners and sponsors by strengthening plans, clarifying actions, identifying risks, and helping move work forward through effective governance. - Support a structured approach to organizational change and adoption, reinforcing disciplined execution, transparency, and continuous improvement. - Risk Assessment & Mitigation - Identify delivery, financial, process, tooling, and adoption risks; coordinate mitigation plans and escalate issues with clear options and recommended next steps. Qualifications - Bachelor’s degree or equivalent experience. - 8+ years relevant experience in program/project management, business operations, transformation, governance, or related disciplines. - Demonstrated ability to drive cross-functional execution through governance, operating cadence, action tracking, and stakeholder coordination. - Strong communication, organization, problem-solving, and influence skills with the ability to engage senior leaders and cross-functional partners. - Experience developing clear executive-ready materials, status updates, action logs, and performance reporting. Preferred - Agile/Lean-Agile, scaled delivery, and change management experience. - Experience with automation, process improvement, and/or technology-enabled transformation. - Familiarity with enterprise tool implementation impacts and cross-org integration. Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. - $132,232 - $176,310 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, WY - $138,844 - $185,124 in these states: CO, HI, MI, MN, NC, NH, NV, OR, RI - $145,456 - $193,940 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, WA Benefits - Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

• Achieving sales and utilization quotas in the assigned territory. • Performing territory penetration, coverage and account identification to drive sales and increase the customer base for Sofwave’s products, through targeted, regular visits to customer offices. • Providing training, presentations and demonstrations to customers on application and use of Sofwave’s products using effective communication and sales techniques. • Educating customers regarding the indications, contraindications, and safety of Sofwave’s products, and how they fulfill customer needs. • Educating and supporting customers with marketing strategies including, but not limited to, website development, internal office branding, and external marketing strategies. • Supporting the facilitation and execution of regional training workshops and tradeshows within the territory. • Pre-planning sales calls and maintaining efficient time management skills to ensure maximum customer contact and highest levels of customer service. • Completing administrative responsibilities including, but not limited to, business plans, expense reports, territory account profiles, and customer databases. Manage day-to-day sales administration activities in a timely manner e.g. Salesforce.com updates and data entry. • Maintaining updated knowledge of the industry, competition, and competitive products. • Developing and maintaining supportive, productive and collaborative relationships at all levels within the organization. • Participating in industry trade shows, meetings, etc. • Maintaining compliance with all applicable quality and regulatory guidelines. • Maintain consistent communication with appropriate team members and counterparts on all territory and regional matters, including accurate forecasting. • Demonstrate a strong work ethic and consistently represent Sofwave with integrity, ethics, honesty, loyalty, and professionalism.

Role Description This is a remote position. Salary will vary based on your geographic location. Please visit the OPM Salary website to view the salary for your location. The Education Case Manager (ECM) in the Education Call Center Division of the Muskogee Regional Processing Office (RPO) processes and authorizes education awards involving difficult issues that result from all sources. The ECM advises education claimants and their representatives through phone contacts, and written correspondence (letters and/or email) of the benefits, rights, and privileges they are entitled to under the laws administered by VA. The claims adjudicated by an ECM are some of the most difficult and complex awarded or disallowed records in the RPO. The ECM must possess the highest technical and communication skills to effectively carry out the duties of this position. The ECM is usually the education claimant's last resort for resolving the perceived problem or situation. - Authorizes and processes education awards for basic eligibility and entitlement for education claimants under Chapter 30, 32, and 35 of Title 38, as well as Chapter 1606 of Title 10 and Section 903 of Public Law 96-342. - Provides analysis of education program issues to Veterans, dependents, school officials, and other interested parties relative to their rights and benefits, submission of evidence, disposition of claims, and all subsequent actions. - Applies knowledge of relevant federal and state laws and common law principles, where applicable, concerning domestic relations issues, in order to make proper dependency determinations. - Adjudicates, authorizes, and/or advises Veteran Claims Examiners (VCE) on all awards, including especially complex issues. - Prepares correspondence concerning decisions made within the Education Division and reviews correspondence prepared by VCEs and releases the correspondence when applicable to Veterans, their dependents, accredited service organizations, school officials and other government agencies. - Prepares Statements of the Case on authorization appeals, and potential fraud where applicable. - Works with appellants and representatives to focus issues and resolve disputes. - Makes determinations on appeal cases as to whether reconsideration of the claim is necessary and assembles all necessary supplemental or new evidence and data in connection with review of appeal cases for submission to Board of Veterans Appeals. - Provides specialized instruction and guidance to other VCEs when required on difficult call inquiries. - Provides and assists with instruction to trainees during on-the-job training on the use of phone equipment, customer service handbook, and intranet/internet resources. - Identifies developmental and training needs and keeps supervisors apprised of employee progress. - Monitors and analyzes the quality of contacts with the public, including telephone calls, and e-mail. - Handles the more difficult, complaint, and/or escalated calls that are transferred from VCEs to effectively manage irate or unhappy callers in such a way as to reflect well on the station and VA. - Exercises an extremely high degree of independence in information dissemination for handling such things as escalated calls, finance payment procedures, check tracers, hardship cases, etc. - Provides refresher training to other ECC employees or assists in the development of trainees during on-the-job training portion of new hire training. - Acts as advocate for Veterans and their beneficiaries in their dealings with other VA elements and organizations that affect their claims. - Performs other related duties as assigned. Qualifications - Applicants must meet all requirements by the closing date of this announcement: 07/22/2026. - TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements. - For a GS-10 position you must have served 52 weeks at the GS-09 level. - The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. - MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience and/or education as described below: - GS-10 Grade Level: Specialized Experience: Applicants must have one (1) year of specialized experience equivalent to at least the GS-09 grade level or higher in the normal line of progression for the occupation in the organization. Specialized experience is defined as experience: - Reviewing education claims and gathering relevant evidence from multiple sources; AND - Explaining education benefit programs, entitlement criteria, and identifying issues. - OR Education Substitution: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two and a half (2.5) years of progressively higher-level graduate education leading to a Ph.D., LL.M. or equivalent doctoral degree. - One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent one (1) year of full-time study. - Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level, the two can be combined to total 100% of the requirement. - Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations. - Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Requirements - The work is mostly sedentary. - The work involves mental rather than physical exertion. - Work requires lengthy periods viewing video display terminals and extensive use of computer keyboarding. Benefits - Financial Disclosure Report: Not Required.