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Ethos (Nasdaq: $LIFE) is a leading life insurance technology company transforming how life insurance is bought, sold, and underwritten. The company offers instant, accessible products through a seamless online process requiring no medical exams, democratizing access to life insurance for consumers while empowering agents and carriers at scale.
As Policy Administration Manager, you will lead and inspire a team of Policy Administration specialists, driving the development of scalable and effective procedures. You will be instrumental in building an outstanding team culture and fostering an environment where team members thrive and excel.
Key responsibilities include:
- Lead and manage day-to-day operations of the Policy Administration team, providing guidance and support
- Inspire and motivate the team through regular meetings, escalation management, and effective task delegation
- Oversee resource management, including scheduling and team rotations, to ensure optimal staffing levels
- Develop and implement customer support and policy servicing procedures, policies, and standards
- Collaborate with leadership to set relevant goals and objectives, working closely with the team to achieve them
- Monitor key metrics and prepare comprehensive reports, including data analysis and weekly updates
- Serve as liaison between Policy Administration and cross-functional teams such as Sales and Underwriting
- Recruit, hire, mentor, and develop team members, creating opportunities for growth and advancement
- Foster a positive work environment where employees feel valued and motivated to excel
The ideal candidate is passionate about process improvement, enjoys tackling complex operational challenges, and is committed to nurturing talent and delivering exceptional results.
Requirements:
- 5+ years in operations, customer support, customer success, or related role
- Experience in US life insurance or related industry preferred
- Bachelor's degree required
- Proficiency with Salesforce or equivalent support/help desk software
- Strong intellectual curiosity and drive to solve problems
- Excellent time management and prioritization skills
- Adaptable to change with ability to shift tasks quickly while maintaining attention to detail
- Excellent phone presence and written communication skills
- Ability to work independently and collaborate across departments
- Creative approach to problem solving
- Sharp focus on execution with owner mentality and track record of delivering results on time
- Data-oriented decision-making skills and strong intuition for customer experience
- Outstanding written and verbal communication skills
- Excellent leadership and interpersonal skills
