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Ethos is a life insurance technology company transforming how 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 Manager, People Services, you will lead the team responsible for high-volume, transactional work across the employee lifecycle. Reporting to the Director of Global People Operations, you'll set delivery and quality standards, manage service levels, and ensure every employee interaction is timely, accurate, and helpful.
Key responsibilities include:
- Leading, coaching, and developing the People Services team with clear goals and a service-minded culture
- Owning delivery and quality standards for transactional People work (onboarding, employee changes, records, offboarding, employee queries)
- Defining, managing, and reporting on service levels including response times, SLAs, and quality scores
- Ensuring stellar employee experience in every interaction
- Identifying workflows suitable for automation and partnering with the People Product Manager to implement them
- Managing case handling and routing within a tiered service model, escalating complex cases appropriately
- Building and maintaining SOPs, playbooks, and quality controls for consistent execution across regions
- Monitoring volume trends and reducing recurring tickets through process improvements and automation
- Ensuring data accuracy and integrity in People systems
- Handling escalations and sensitive cases with discretion
- Partnering with HR Technology, People Partners, and centers of excellence
- Supporting compliance and data governance across served markets
The role operates on a mid-shift schedule (2:00 PM to 11:00 PM) and is hybrid.
Qualifications and Requirements:
- 5+ years in People/HR Operations, shared services, or service delivery with direct team leadership or people management experience
- Proven track record running high-volume transactional work to high quality and accuracy standards
- Experience defining and managing SLAs, quality metrics, and day-to-day service delivery
- Strong process-improvement instinct with ability to identify and prioritize automation opportunities
- Employee-experience mindset focused on making interactions easy and getting details right
- Comfort leveraging People systems and workflow/case-management tools, partnering with HR Technology
- Familiarity with AI or automation in operations context (preferred)
- Excellent communication and people-leadership skills
- Ability to handle sensitive situations and maintain strict confidentiality
- Bachelor's degree required
