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Ethos Life is seeking a Senior Manager, Insurance Customer Operations to lead core elements of the insurance operations function. This role sits at the intersection of operational excellence, product integration, and regulatory compliance across the policyholder lifecycle.
You will manage and scale high-impact initiatives spanning policy servicing, technical issue triage, audit readiness, and operational process design. Working as a critical partner to Product, Engineering, Compliance, and CX leadership, you'll lead cross-functional projects, coach a high-performing team, and drive systemic improvements to the operational engine of the insurance business.
Key responsibilities include:
**Operational Strategy & Process Optimization**: Drive continuous improvement using data and customer insights to identify inefficiencies and unlock scalable solutions. Lead operational reviews, audit preparedness, and quality initiatives to ensure accuracy, compliance, and excellent policyholder experiences. Build and optimize dashboards and tracking tools to measure performance and identify breakdowns.
**Cross-Functional Partnership & Technical Execution**: Serve as the connective tissue between CX, Engineering, Product, Compliance, and Carrier Partners. Triage product bugs, identify root causes, and align technical remediations with operational workflows. Partner with Product Managers to define operational feature goals and shape roadmap priorities. Log, prioritize, and oversee resolution of operational incidents.
**Team Leadership & Strategic Guidance**: Manage and mentor a team of operations specialists and supervisors, promoting a culture of curiosity, accountability, and continuous improvement. Provide strategic oversight to internal initiatives focused on issue detection, process design, and regulatory alignment. Lead knowledge sharing and internal enablement.
**Risk Management & Audit Excellence**: Oversee internal audit controls, fraud and payment validations, and compliance-sensitive processes. Collaborate with legal, compliance, and carrier relations to maintain readiness for internal and external reviews. Own key reports and dashboards that surface operational performance to senior leadership.
Required qualifications: 5+ years in insurance operations or CX with 2+ years in a leadership role driving complex initiatives in regulated industries. Deep understanding of life insurance operations including policy administration, QA, and regulatory compliance. Demonstrated success collaborating cross-functionally with product, engineering, and compliance teams. Analytical fluency with data-informed decision-making; experience with SQL, Tableau, or similar tools is a plus. Hands-on experience with Jira, Salesforce, admin portals, and QA systems. Strong project management and communication skills. Bachelor's degree in business, operations, risk management, or related field.
