Senior Insurance Customer Operations Manager

Job Description

About the Role

Title: Senior Insurance Customer Operations Manager

Location: Remote US

Job Description:

About Ethos

Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.

We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes! We’ve issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health.

We make getting life insurance easier, faster and better for everyone.

Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights’ Global Insurtech 50 list and BuiltIn’s Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families!

About the Role

Ethos is seeking a Senior Manager, Insurance Operations to support our Customer Experience team in a variety of operational areas, including operational reviews, audit support, customer support, licensing, policy updates, and internal training. The successful candidate will leverage their extensive knowledge of insurance operations to manage complex assignments with minimal direction and guidance from management. In this role, you will develop dashboards and controls to optimize operational efficiency and audit in-force policies. The ideal candidate will be adaptable, quick to learn, and passionate about designing and implementing our end-to-end processes as we scale.

Duties and Responsibilities:

Provide guidance and support to business partners in creating sales materials and mandated product training

Review and analyze current policies and procedures; identify, recommend, and implement new and/or enhanced practices

Lead internal audit reviews, conduct payment validations, and manage testing for portals and Admin Systems

Own the audit and policy status registries, identifying and reporting bugs

Log and prioritize incidents, bugs, and tickets related to compliance and carrier relations. Collaborate with relevant teams to resolve high-priority issues and implement manual workarounds when necessary

Review and approve technology and product improvements; work with product and engineering teams to ensure alignment with operations

Provide guidance related to regulatory requirements; identify possible courses of action for various departments

Compile information for completion of reporting, including reports for management, carrier partners and internal teams

Assist Compliance team and TPA Manager with HIPAA, FCRA, carrier, and other audit functions

Assist team members with testing, research and assigned tasks

Create and maintain various dashboards necessary for monitoring and reporting quality and compliance

Skills and Qualifications:

3+ years experience in the Life Insurance industry

Leadership and Team Management: Experience in leading and developing teams, with the ability to inspire and motivate staff to achieve business goals

Compliance and Regulatory Knowledge: In-depth understanding of industry regulations, compliance requirements, and best practices specific to life insurance operations

Strategic Thinking and Problem-Solving: Ability to think strategically, identify key business issues, and develop innovative solutions to complex problems

Data Analysis and Reporting: Proficiency in analyzing data, interpreting metrics, and generating actionable insights. Experience with data visualization tools like Tableau or Power BI can be an advantage

Process Improvement and Change Management: Expertise in identifying inefficiencies and leading process improvement initiatives. Experience with Lean, Six Sigma, or other process improvement methodologies is beneficial

Customer Focus: Strong understanding of customer needs and experience in enhancing customer satisfaction and loyalty

Risk Management: Ability to identify, assess, and manage operational and compliance risks within insurance operations

Bachelor’s degree in risk management, business, marketing, pre-law, or other relevant field, or equivalent education and experience

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The US national base salary range for this full-time position is $88,000 – $147,000. 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 who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. 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.

To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.