Policy Operations Lead — Life Insurance Tech

Ethos; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Ethos is seeking a Policy Operations Manager to lead the Policy Administration team and drive process improvements across the organization. You will partner with product, engineering, compliance, and carrier teams to optimize workflows, improve customer experiences, and scale operations.

A people-centric leader with a track record in building high-performing teams will thrive in this role. The role emphasizes collaboration, data-driven decision making, and the delivery of efficient policy

Qualifications

• 5+ years of experience in operations, customer support, customer success, or related role.
• Experience and knowledge of life insurance is required.
• Proven experience in process improvement and the ability to think creatively and solve complex problems.
• Strong leadership and interpersonal skills, with a track record of building and nurturing high-performing teams.
• Excellent written and verbal communication skills, with the ability to articulate messages to various stakeholders.
• Proficiency in Salesforce or equivalent support/help desk software.
• Bachelor’s degree preferred, but equivalent experience will be considered.

Responsibilities

• Identify opportunities for process improvement and innovation, working with business partners to enhance process performance and develop new workflows.
• Lead and manage day-to-day operations of the Policy Administration team, providing guidance and support to ensure smooth functioning.
• Inspire and motivate the team by leading regular meetings, managing escalations, and effectively delegating tasks.
• Oversee resource management, including scheduling and team rotations, to maintain optimal staffing levels.
• Develop and implement customer support and policy servicing procedures, policies, and standards to ensure outstanding service delivery.
• Collaborate with leadership to set relevant goals and objectives, working closely with the team to consistently achieve them.
• Monitor key metrics, prepare comprehensive reports, and perform data analysis to inform decisions and track progress.
• Serve as a liaison between Policy Administration and other cross-functional teams, such as Sales, Underwriting, and engineering, ensuring clear communication and collaboration.
• Recruit, hire, mentor, and develop team members, creating opportunities for growth and fostering a positive work environment and team culture.
• Handle Jira tickets for bugs and improvements, collaborating with engineering to implement solutions.
• Maintain a proactive approach to identifying and resolving issues, using data to support critical decisions and drive continuous improvement.

Skills

Leadership

Communication

Data-driven

Analytical thinking

Change management

Stakeholder management

Problem solving

Education

Bachelor's degree

Tools

Salesforce

Job description

Ethos is seeking a Policy Operations Manager to lead the Policy Administration team and drive process improvements across the organization. You will partner with product, engineering, compliance, and carrier teams to optimize workflows, improve customer experiences, and scale operations.

A people-centric leader with a track record in building high-performing teams will thrive in this role. The role emphasizes collaboration, data-driven decision making, and the delivery of efficient policy