Senior Manager, Insurance Ops & Customer Experience

Ethos-Life; San Francisco (CA); On-site; USD 110,000 - 130,000; Full time

Job summary

Ethos is seeking a Senior Manager, Insurance Customer Operations to lead core elements of our insurance operations. This role drives operational excellence, product integration, and regulatory integrity across the policyholder lifecycle, partnering with Product, Engineering, Compliance, and CX leadership.

You will manage and scale high-impact initiatives, coach a high-performing team, and identify systemic breakdowns to design process improvements for the insurance business.

Qualifications

• 5+ years in insurance operations or CX
• 2+ years in a leadership role
• Cross-functional collaboration with product, engineering, compliance, and customer support
• Deep understanding of life insurance operations including policy administration, QA, and regulatory compliance
• Analytical fluency with data-informed decisions; SQL/Tableau a plus
• Hands-on experience with Jira, Salesforce, admin portals, and QA systems
• Bachelor's degree in business, operations, risk management, or related field; advanced degree a plus

Responsibilities

• Drive operational strategy and process optimization across insurance operations.
• Lead cross-functional partnerships to triage product bugs and align remediation with workflows.
• Manage and mentor a team of operations specialists and supervisors; promote continuous improvement.
• Own reports and dashboards; ensure audit readiness and regulatory alignment.
• Collaborate with legal, compliance, and carrier relations for reviews.
• Oversee internal audits, fraud and payment validations, and compliance-sensitive processes across systems.

Skills

Insurance operations

Leadership

Cross-functional collaboration

SQL/Tableau

Jira

Salesforce

Education

Bachelor's degree in business / operations / risk management

Tools

QA systems

Job description

Ethos is seeking a Senior Manager, Insurance Customer Operations to lead core elements of our insurance operations. This role drives operational excellence, product integration, and regulatory integrity across the policyholder lifecycle, partnering with Product, Engineering, Compliance, and CX leadership.

You will manage and scale high-impact initiatives, coach a high-performing team, and identify systemic breakdowns to design process improvements for the insurance business.