Policy Operations Manager

About the role

As the Policy Operations Manager at Ethos, you will lead a dynamic team and be at the forefront of transforming our technology and processes to enhance the customer experience. You will oversee the day-to-day operations of the Policy Administration team while also driving process innovation to improve policy holder experiences. The ideal candidate is a people-centric leader who is passionate about process improvement and has a knack for solving complex operational challenges. You will play a pivotal role in administering a multi-product offering, ensuring efficient processes, and fostering an outstanding team culture. This role requires collaboration with cross-functional stakeholders, including product, engineering, compliance, and carrier partners, to ensure seamless operations and deliver exceptional customer experiences.

Duties and 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

Qualifications and Skills:

5+ years of experience in operations, customer support, customer success, or a 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 working with Salesforce or equivalent support/help desk software
Strong analytical mindset and the ability to use data to inform decisions and drive improvements
Adaptable to change and able to work in ambiguous environments with little direction
Bachelor's degree preferred, but equivalent experience will be considered