Policy Operations Manager

About the role

Ethos, a life insurance technology company, is hiring a Policy Operations Manager for a remote US position. You will lead a team and oversee the day-to-day operations of the Policy Administration team, driving process innovation to improve policyholder experiences. The role works with product, engineering, compliance and carrier partners to administer a multi-product offering and deliver strong customer experiences.

Key responsibilities

• Identify process improvement opportunities and develop new workflows with business partners
• Lead and manage daily operations of the Policy Administration team, guiding and supporting it
• Run regular meetings, manage escalations and delegate tasks
• Manage resources, including scheduling and team rotations
• Develop customer support and policy servicing procedures, policies and standards
• Set goals with leadership and monitor key metrics, reporting and data analysis
• Act as liaison between Policy Administration and Sales, Underwriting, engineering and other teams
• Recruit, hire, mentor and develop team members
• Handle Jira tickets for bugs and improvements with engineering

Required profile

• 5+ years of experience in operations, customer support, customer success or a related role
• Knowledge of life insurance is required
• Proven process improvement experience and creative problem solving
• Leadership track record building high-performing teams
• Bachelor's degree preferred, but equivalent experience considered

Required skills

• Proficiency with Salesforce or equivalent support/help desk software
• Strong analytical mindset and data-driven decision making
• Excellent written and verbal communication

The US base salary range is $90,000 - $120,000; the listing covers base salary only.