Senior Manager, Insurance Customer Operations

Ethos is a life insurance technology company focused on democratizing access to life insurance and empowering agents through technology. The Senior Manager, Insurance Customer Operations will lead insurance operations initiatives spanning policy servicing, technical issue triage, audit readiness, regulatory integrity, and process design while managing a team and partnering cross-functionally with Product, Engineering, Compliance, CX, and carrier partners.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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