Senior Manager, Customer Experience

Ethos-Life; San Francisco (CA); On-site; USD 122,000 - 170,000; Full time

Job summary

Ethos is seeking a senior leader to build and scale a world-class CX function, developing end-to-end processes, tools, and voice-of-customer channels. You will drive proactive improvements by synthesizing cross-functional feedback and owning the customer insight platform, reporting, and data governance.

You will lead CX operations, partner with product and engineering, and shape surveying and feedback strategies to reduce friction and improve the customer experience at scale.

Qualifications

• 8+ years leading customer experience or analytics functions.
• Track record of turning customer feedback into a prioritized roadmap.
• Influencing roadmap prioritization across product/engineering without direct authority.
• Hands-on with data: pulling reports from CRM/support platforms.
• Experience owning or using a Voice of Customer platform.

Responsibilities

• Own and execute a CX roadmap spanning process, tech, product, and marketing improvements.
• Synthesize customer insights from Voice of Customer data, complaints, and escalations.
• Own the Voice of Customer platform: taxonomy, reporting, data sources.
• Define and evolve service channel strategy (live support, self-service, automation).
• Lead CX operational teams and scale systems and processes.
• Partner with teams on customer surveying strategy across segments.
• Extract insights directly from Salesforce and other platforms.

Skills

CX leadership

Insights-to-roadmap

Data-driven decisions

Cross-functional collaboration

People leadership

Tools

Salesforce

CRM platforms

Voice of Customer platform

Job description

Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

About the role

Creating a world-class customer experience is critical to Ethos' mission and will continue to determine our growth and success at the intersection of life insurance and technology. We're looking for a leader who can build the CX processes, tools, and voice-of-customer channels we need to move from reactive problem-solving to a proactive customer experience engine: one that consistently identifies where we're falling short and drives improvements forward, end to end. To succeed in this role, you should be passionate about building frictionless operations and comfortable owning ambiguity as we mature this function.

Duties and Responsibilities:

• Own and execute on a prioritized CX roadmap spanning process, technology, product, and marketing driven improvements - driving cross-functional execution and ensuring priorities translate into delivered outcomes.
• Own end-to-end synthesis of customer insight across Voice of Customer data, complaints, escalations, and input from other leaders — translating signals from across the business into one clear, prioritized point of view.
• Own our Voice of Customer platform — validating taxonomy accuracy, evolving reporting, and identifying new data sources that should feed the system.
• Define and evolve our service channel strategy — determining the right mix of live support, self-service, and automation is used to get customers the help they need.
• Lead CX operational teams, building the systems, processes, and structure our teams need to scale alongside the business.
• Partner with cross functional teams on our customer surveying strategy with full platform administration across customer segments.
• Get personally into the data: pull and validate core reporting directly from Salesforce and other platforms rather than relying on others to package insights before you can act on them.

Qualifications and Skills:

• 8+ years experience leading customer experience or similar analytics/insight-driven functions with a demonstrated ability to scale a customer experience function.
• A track record of standing up or running a structured insights-to-roadmap process — turning customer feedback into prioritized, executed work.
• Demonstrated success influencing roadmap prioritization across product, engineering, or other functional leaders without direct authority over their teams' resources.
• Genuinely hands-on with data: comfortable pulling and validating core reporting directly from CRM/support platforms.
• Experience owning or deeply using a Voice of Customer or comparable insight platform as a core, ongoing responsibility.
• People leadership experience managing a multi-function team with distinct operational workstreams and disciplines.

The US national base salary range for this full-time position is $122,000 -$170,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Please note that the compensation details listed in US role postings reflect the base salary only and do not include applicable bonus, equity, or benefits.

You can find further details of our US benefits at https://www.ethoslife.com/careers/

Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.