Ethos Life - Policy Operations Manager
Requirements
• 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 • #LI-Remote #LI-AG1 • #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. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. • Please note that the compensation details listed in US role postings reflect the base salary only and do not include applicable bonus, equity, or benefits. • You can find further details of our US benefits at https://www.ethoslife.com/careers/ • Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.
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
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