[Hiring] Policy Operations Manager @Ethos Life

Role Description

As the Policy Operations Manager at Ethos, you will lead a dynamic team and be at the forefront of transforming our technology and processes to enhance the customer experience. You will oversee the day-to-day operations of the Policy Administration team while also driving process innovation to improve policy holder experiences. The ideal candidate is a people-centric leader who is passionate about process improvement and has a knack for solving complex operational challenges. You will play a pivotal role in administering a multi-product offering, ensuring efficient processes, and fostering an outstanding team culture. This role requires collaboration with cross-functional stakeholders, including product, engineering, compliance, and carrier partners, to ensure seamless operations and deliver exceptional customer experiences.

Duties and Responsibilities

• Identify opportunities for process improvement and innovation, working with business partners to enhance process performance and develop new workflows
• Lead and manage day-to-day operations of the Policy Administration team, providing guidance and support to ensure smooth functioning
• Inspire and motivate the team by leading regular meetings, managing escalations, and effectively delegating tasks
• Oversee resource management, including scheduling and team rotations, to maintain optimal staffing levels
• Develop and implement customer support and policy servicing procedures, policies, and standards to ensure outstanding service delivery
• Collaborate with leadership to set relevant goals and objectives, working closely with the team to consistently achieve them
• Monitor key metrics, prepare comprehensive reports, and perform data analysis to inform decisions and track progress
• Serve as a liaison between Policy Administration and other cross-functional teams, such as Sales, Underwriting, and engineering, ensuring clear communication and collaboration
• Recruit, hire, mentor, and develop team members, creating opportunities for growth and fostering a positive work environment and team culture
• Handle Jira tickets for bugs and improvements, collaborating with engineering to implement solutions
• Maintain a proactive approach to identifying and resolving issues, using data to support critical decisions and drive continuous improvement

Qualifications

• 5+ years of experience in operations, customer support, customer success, or a related role
• Experience and knowledge of life insurance is required
• Proven experience in process improvement and the ability to think creatively and solve complex problems
• Strong leadership and interpersonal skills, with a track record of building and nurturing high-performing teams
• Excellent written and verbal communication skills, with the ability to articulate messages to various stakeholders
• Proficiency in working with Salesforce or equivalent support/help desk software
• Strong analytical mindset and the ability to use data to inform decisions and drive improvements
• Adaptable to change and able to work in ambiguous environments with little direction
• Bachelor's degree preferred, but equivalent experience will be considered

Requirements

• #LI-Remote
• #LI-AG1
• The US national base salary range for this full-time position is $103,000 - $181,000.
• Our salary ranges are determined by role, level, and location.
• Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
• Compensation details listed in US role postings reflect the base salary only and do not include applicable bonus, equity, or benefits.

Benefits

• You can find further details of our US benefits at Ethos Careers .

Company Description

Ethos (Nasdaq: $LIFE) is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.