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Ethos is a life insurance technology company transforming how life insurance is bought, sold, and underwritten. The company operates a three-sided platform serving consumers, agents, and carriers, offering instant, accessible products with no medical exams required.
As Customer Operations Manager, you will lead a team of 10-12 Customer Operations Associates, combining hands-on customer support leadership with team management, coaching, and process improvement. You are responsible for delivering exceptional experiences to customers and insurance agents while driving team performance and customer satisfaction.
Key responsibilities include:
Team Leadership & People Management: Directly manage, coach, and develop up to 10 Customer Operations Associates. Conduct regular 1:1s, performance reviews, and career development conversations. Set individual and team goals aligned with Customer Operations objectives and track progress against defined SLAs. Manage team scheduling, staffing coverage, and workload distribution across email, live chat, SMS, and phone channels. Recruit, onboard, and train new team members; build and maintain onboarding and training materials. Foster a positive, accountable, and high-performance team culture.
Operational Excellence: Ensure the team maintains accuracy in all communications with customers and agents on policy and agent compensation-related queries. Own team-level quality assurance by auditing interactions, providing feedback, and driving continuous improvement in service quality. Monitor team metrics including response times, resolution rates, CSAT/agent satisfaction, and SLA adherence, and report performance to management.
Process & Cross-Functional Collaboration: Identify opportunities for process improvements across the team's functions and lead implementation of agreed-upon solutions. Partner with cross-functional teams to resolve systemic issues and represent the voice of the customer and agent. Develop and maintain team knowledge base, playbooks, and standard operating procedures to ensure consistency and scalability. Support hiring, capacity planning, and resource forecasting as the team grows.
Subject Matter Expertise: Maintain and deepen expert-level understanding of Ethos products, consumer policy systems, and partner agent systems. Serve as the team's go-to resource for complex queries and scenarios.
Requirements:
- 3-5+ years of experience in customer support, customer success, or operations, including at least 1-2 years in a team lead, supervisor, or people management role
- Proven experience managing and developing a team of 5+ direct reports
- Experience in life insurance or a related industry strongly preferred
- Bachelor's degree preferred
- Proficiency with Salesforce or equivalent support/help desk software; experience with reporting and dashboarding tools a plus
- Strong analytical skills with the ability to interpret team performance data and translate it into action
- Excellent coaching, feedback delivery, and conflict-resolution skills
- Adaptable and resilient, able to lead a team through change while maintaining quality and morale
- Excellent phone presence, written communication, and cross-functional collaboration skills
