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Salary: USD 163,000 - 288,000 / annual
Ethos is a leading life insurance technology company transforming how life insurance is bought, sold, and underwritten through a three-sided platform serving consumers, agents, and carriers. The company offers instant, accessible products with no medical exams required, democratizing access to life insurance.
As Director, Global People Operations & AI, you will own the strategy and execution of how People services are delivered worldwide. You'll lead the Global People Services team and define the operating model that supports every employee globally. This is a strategic, hands-on leadership role reporting to the VP, Total Rewards & Operations.
Key responsibilities include:
- Develop and own the multi-year strategy and roadmap for Global People Operations across all regions
- Lead the Global People Services team, setting service standards, levels, quality, and coverage across geographies
- Set the direction for automation and AI enablement across the People organization, establishing a model where AI agents and automation handle repeatable work while people focus on judgment and experience
- Design and implement a tiered service model spanning self-service (knowledge portals, AI assistants), shared services (routine and mid-complexity cases), and expert centers of excellence for complex work, with clear routing and escalation
- Build governance frameworks for AI and automation in People Ops, including guardrails, human-in-the-loop controls, privacy, security, auditability, and compliance across jurisdictions
- Define and own success metrics: service levels, case deflection, cycle time, cost-to-serve, accuracy, and employee experience
- Lead and coach the People Operations team, including People Product Managers, building capability in process design, agent oversight, and service delivery
- Partner with HR Technology, IT, Legal, Finance, and People leaders to align global systems, data, and processes
- Own change management and adoption for new processes and automations across regions and cultures
- Ensure global compliance and data governance across all markets where Ethos operates
- Manage vendors, budget, and the tooling roadmap for People Operations
- Continuously scale and improve the operating model as the company grows and enters new markets
Requirements:
- 10+ years in People/HR Operations, shared services, or people/business operations, including several years leading teams
- Proven experience building or running a People/HR shared services function and a tiered service model (self-service, shared services, experts)
- Track record setting automation and enablement strategy and deploying AI or agentic solutions in an operations context
- Strong operating discipline: service-level management, metrics, cost-to-serve, and capacity planning
- Experience operating globally across multiple countries with working knowledge of regional compliance and data-privacy requirements
- Excellent leadership, stakeholder-management, and executive communication skills
- Working understanding of AI governance: privacy, fairness, security, auditability, and human oversight
- Change-management expertise with ability to drive adoption at scale across distributed organizations
- Sound judgment in handling sensitive, confidential, and high-stakes situations
- Bachelor's degree required; relevant certifications preferred
