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Salary: USD 90,000 - 120,000 / annual
Ethos (Nasdaq: $LIFE) 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 a seamless online process requiring no medical exams.
As Policy Operations Manager, you will lead the Policy Administration team and drive process innovation to enhance customer experience. You'll oversee day-to-day operations while collaborating with cross-functional stakeholders including product, engineering, compliance, and carrier partners to ensure seamless operations and exceptional customer experiences.
Key responsibilities include:
- Leading and managing the Policy Administration team with guidance, support, and effective delegation
- Identifying and implementing process improvements and new workflows in collaboration with business partners
- Inspiring and motivating the team through regular meetings, escalation management, and clear goal-setting
- Overseeing resource management, scheduling, and team rotations to maintain optimal staffing
- Developing and implementing customer support and policy servicing procedures and standards
- Monitoring key metrics, preparing comprehensive reports, and performing data analysis to inform decisions
- Serving as liaison between Policy Administration and cross-functional teams (Sales, Underwriting, Engineering)
- Recruiting, hiring, mentoring, and developing team members to foster growth and positive culture
- Handling Jira tickets for bugs and improvements, collaborating with engineering on solutions
- Maintaining a proactive approach to identifying and resolving issues using data-driven decision-making
Requirements:
- 5+ years of experience in operations, customer support, customer success, or related role
- Experience and knowledge of life insurance (required)
- Proven experience in process improvement with creative problem-solving abilities
- Strong leadership and interpersonal skills with track record of building high-performing teams
- Excellent written and verbal communication skills for various stakeholders
- Proficiency in Salesforce or equivalent support/help desk software
- Strong analytical mindset and ability to use data to drive improvements
- Adaptability to change and ability to work in ambiguous environments
- Bachelor's degree preferred, but equivalent experience considered
