Senior Manager, Insurance Customer Operations
About the role
Ethos is looking for a dynamic and forward-thinking Senior Manager, Insurance Customer Operations to lead core elements of our Insurance Operations function. This pivotal role is at the heart of driving operational excellence, product integration, and regulatory integrity across the policyholder lifecycle.
As a critical partner to our Product, Engineering, Compliance, and CX leadership teams, this individual will manage and scale high-impact initiatives across policy servicing, technical issue triage, audit readiness, and operational process design. You will lead cross-functional projects, coach a high-performing team, and be accountable for identifying systemic breakdowns, designing process improvements, and future-proofing the operational engine of our insurance business.
If you thrive in fast-paced environments, can translate complexity into clarity, and enjoy solving problems that blend technology, compliance, and customer care—this is your seat at the table.
Duties and Responsibilities:
Operational Strategy & Process Optimization
Drive continuous improvement across insurance operations, 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, tracking tools, and controls to measure performance, identify breakdowns, and ensure service levels are met.
Integrate feedback from internal stakeholders to proactively shape process enhancements and issue resolution frameworks.
Cross-Functional Partnership & Technical Execution
Serve as the connective tissue between CX, Engineering, Product, Compliance, and Carrier Partners—triaging product bugs, identifying root causes, and aligning technical remediations with operational workflows.
Partner with Product Managers to define operational feature goals, shape roadmap priorities, and validate new launches through QA, testing, and rollout planning.
Log, prioritize, and oversee the resolution of operational incidents—owning short-term mitigation plans and contributing to long-term fixes.
Team Leadership & Strategic Guidance
Manage and mentor a team of operations specialists and supervisors; promote a culture of curiosity, accountability, and continuous improvement.
Provide strategic oversight to internal initiatives focused on issue detection, process design, and regulatory alignment.
Lead regular knowledge sharing, documentation updates, and internal enablement to ensure consistency across operational practices.
Risk Management & Audit Excellence
Oversee internal audit controls, fraud and payment validations, and compliance-sensitive processes across systems and vendors.
Collaborate with legal, compliance, and carrier relations to maintain readiness for internal and external reviews and drive operational integrity.
Own key reports and dashboards that surface operational performance and audit readiness to senior leadership and external stakeholders.
Qualifications and Skills:
5+ years in insurance operations or CX, with at least 2+ years in a leadership role driving complex initiatives in regulated industries
Demonstrated success collaborating cross-functionally with product, engineering, compliance, and customer support teams
Deep understanding of life insurance operations, including policy administration, QA, and regulatory compliance
Analytical fluency with ability to drive data-informed decisions and present insights to senior stakeholders (experience with SQL, Tableau, or similar tools is a plus)
Hands-on experience with technical tools such as Jira, Salesforce, admin portals, and QA systems
Strong project management, communication, and organizational skills—able to lead initiatives from discovery through execution
Proven ability to lead teams through ambiguity and drive alignment across business functions
Bachelor's degree in business, operations, risk management, or a related field; advanced degree a plus
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The US national base salary range for this full-time position is $110,000-$130,000. 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/