Policy Operations Manager

Overview

Lead the day-to-day operations of the Policy Administration team at Ethos, driving process improvement and innovation to enhance the policyholder experience across a multi-product offering.

What you'll do

• 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

What you'll need

• 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

Nice to have

• Bachelor's degree preferred, but equivalent experience will be considered

Details

• Remote, US
• Full-time
• US national base salary range $90,000 - $120,000 (base salary only; excludes bonus, equity, and benefits)
• Works with cross-functional stakeholders including product, engineering, compliance, and carrier partners