Support Operations Manager
About the Role
Creating a world-class customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for an Operations Manager who can help enable our Customer Experience (CX) and Insurance Administration teams to deliver this experience. To succeed in this role, you should be passionate about creating frictionless operations to improve the Ethos customer experience.
Roles & Responsibilities
Use metrics, your own analysis, and other feedback mechanisms to identify, solution, and drive improvements in current CX processes to scale as the company grows
Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction
Discover gaps and inefficiencies in our existing tools and internal operational processes and project manage the implementation of improvements
Evaluate new enablement technologies and lead implementation and integration of new solutions
Work with engineering partners to scope, prioritize and implement automation and process improvements in Salesforce to improve productivity and customer satisfaction
Design internal processes and systems to drive productivity and automation at scale
Partner with leadership to gather required data inputs required to track data and translate data into useable insights
Stay current on the latest industry trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help provide the best customer experience possible
Qualifications & Skills
5+ years experience as an operations professional with ownership over analysis and data driven insights leading to improved processes that resulted in efficiency gains
Background in process development for high-volume production environments
Strong project management experience with an ability to evaluate and re-prioritize and deliver results against team deadlines
Proven track record of building and implementing complex business requirements within Salesforce and third party applications for high-velocity sales or support organizations
Experience managing a team of other operations team members
Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
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