Senior Manager, Insurance Customer Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Drive ongoing enhancements within insurance operations utilizing data and customer insights.

• Lead operational assessments, prepare for audits, and initiate quality improvement efforts.

• Develop and refine dashboards, tracking mechanisms, and control systems.

• Integrate feedback from stakeholders into process improvements and frameworks for issue resolution.

• Collaborate with CX, Engineering, Product, Compliance, and carrier partners.

• Address product bugs, determine root causes, and align technical solutions with operational processes.

• Set operational feature objectives, influence roadmap priorities, and verify launches through QA, testing, and rollout strategies.

• Record, prioritize, and manage operational incidents, including mitigation strategies and long-term solutions.

• Supervise and mentor operations specialists and supervisors.

• Provide strategic guidance for issue identification, process design, and regulatory compliance initiatives.

• Facilitate knowledge sharing, update documentation, and support internal enablement.

• Manage internal audit controls, fraud detection, payment validations, and compliance-sensitive operations.

• Work with legal, compliance, and carrier relations to ensure audit preparedness.

• Oversee reports and dashboards that communicate operational performance and audit readiness to senior leadership and external stakeholders.

⛳️ Requirements

• 5+ years of experience in insurance operations or customer experience (CX).

• Minimum of 2+ years in a leadership role overseeing complex initiatives in regulated industries.

• Proven track record of cross-functional collaboration with product, engineering, compliance, and customer support teams.

• In-depth knowledge of life insurance operations, encompassing policy administration, quality assurance, and regulatory compliance.

• Strong analytical skills and the capability to make data-driven decisions, presenting insights to senior stakeholders.

• Familiarity with SQL, Tableau, or similar analytical tools is advantageous.

• Practical experience with Jira, Salesforce, administrative portals, and quality assurance systems.

• Excellent project management, communication, and organizational abilities.

• Capability to lead projects from initial discovery through to execution.

• Proven experience guiding teams through uncertainty and fostering alignment across business functions.

• Bachelor’s degree in business, operations, risk management, or a related discipline.

• An advanced degree is a plus.

🏝️ Benefits

• Base salary ranging from $110,000 to $130,000.

• U.S. benefits; additional information available on the Ethos careers page.

• Commitment to equal opportunity in the workplace.

• Dedication to a diverse, inclusive, and authentic work environment.