Remote Policy Operations Lead — Process Excellence

Ethos Life; United States; A distancia; USD 103.000 - 181.000; Jornada completa

Descripción de la vacante

Ethos Life seeks a Policy Operations Manager to lead the Policy Administration team and drive process improvements across a multi-product offering, ensuring efficient operations and a superior customer experience.

You will collaborate with product, engineering, compliance, and carrier partners to deliver seamless service, coach and develop staff, and use data to guide strategy and daily decisions.

Formación

• 5+ years in operations, customer support, customer success, or related role.
• Life insurance knowledge is required.
• Proven experience in process improvement and solving complex problems.
• Strong leadership and interpersonal skills with a track record of building teams.
• Excellent written and verbal communication with diverse stakeholders.
• Experience with Salesforce or equivalent support/help desk software.
• Analytical mindset using data to drive improvements; adaptable in ambiguity.
• Bachelor’s degree preferred, but equivalent experience will be considered.

Responsabilidades

• Identify opportunities for process improvement and innovation with business partners.
• Lead day-to-day operations of the Policy Administration team with guidance.
• Inspire the team with regular meetings, escalations, and delegation.
• Oversee resource management including scheduling and rotations.
• Develop and implement customer support and policy servicing procedures.
• Collaborate with leadership to set goals and achieve them.
• Monitor metrics, prepare reports, and analyze data to inform decisions.
• Act as liaison between Policy Administration and cross-functional teams.
• Recruit, mentor, and develop team members to foster growth.
• Handle Jira tickets for bugs and improvements with engineering.

Conocimientos

Leadership

Process improvement

Analytical thinking

Communication

Cross-functional collaboration

Problem solving

Educación

Bachelor’s degree

Herramientas

Salesforce

Descripción del empleo

Ethos Life seeks a Policy Operations Manager to lead the Policy Administration team and drive process improvements across a multi-product offering, ensuring efficient operations and a superior customer experience.

You will collaborate with product, engineering, compliance, and carrier partners to deliver seamless service, coach and develop staff, and use data to guide strategy and daily decisions.