Senior Manager, Insurance Customer Operations

About Ethos

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

Ethos is looking for a dynamic and forward-thinking Senior Manager, Insurance Customer Operations to lead core elements of our Insurance Operations function. This pivotal role is at the heart of driving operational excellence, product integration, and regulatory integrity across the policyholder lifecycle.

As a critical partner to our Product, Engineering, Compliance, and CX leadership teams, this individual will manage and scale high-impact initiatives across policy servicing, technical issue triage, audit readiness, and operational process design. You will lead cross-functional projects, coach a high-performing team, and be accountable for identifying systemic breakdowns, designing process improvements, and future-proofing the operational engine of our insurance business.

If you thrive in fast-paced environments, can translate complexity into clarity, and enjoy solving problems that blend technology, compliance, and customer care—this is your seat at the table.

Duties and Responsibilities:

Operational Strategy & Process Optimization

• Drive continuous improvement across insurance operations, using data and customer insights to identify inefficiencies and unlock scalable solutions.
• Lead operational reviews, audit preparedness, and quality initiatives to ensure accuracy, compliance, and excellent policyholder experiences.
• Build and optimize dashboards, tracking tools, and controls to measure performance, identify breakdowns, and ensure service levels are met.
• Integrate feedback from internal stakeholders to proactively shape process enhancements and issue resolution frameworks.

Cross-Functional Partnership & Technical Execution

• Serve as the connective tissue between CX, Engineering, Product, Compliance, and Carrier Partners—triaging product bugs, identifying root causes, and aligning technical remediations with operational workflows.
• Partner with Product Managers to define operational feature goals, shape roadmap priorities, and validate new launches through QA, testing, and rollout planning.
• Log, prioritize, and oversee the resolution of operational incidents—owning short-term mitigation plans and contributing to long-term fixes.

Team Leadership & Strategic Guidance

• Manage and mentor a team of operations specialists and supervisors; promote a culture of curiosity, accountability, and continuous improvement.
• Provide strategic oversight to internal initiatives focused on issue detection, process design, and regulatory alignment.
• Lead regular knowledge sharing, documentation updates, and internal enablement to ensure consistency across operational practices.

Risk Management & Audit Excellence

• Oversee internal audit controls, fraud and payment validations, and compliance-sensitive processes across systems and vendors.
• Collaborate with legal, compliance, and carrier relations to maintain readiness for internal and external reviews and drive operational integrity.
• Own key reports and dashboards that surface operational performance and audit readiness to senior leadership and external stakeholders.

Qualifications and Skills:

• 5+ years in insurance operations or CX, with at least 2+ years in a leadership role driving complex initiatives in regulated industries
• Demonstrated success collaborating cross-functionally with product, engineering, compliance, and customer support teams
• Deep understanding of life insurance operations, including policy administration, QA, and regulatory compliance
• Analytical fluency with ability to drive data-informed decisions and present insights to senior stakeholders (experience with SQL, Tableau, or similar tools is a plus)
• Hands-on experience with technical tools such as Jira, Salesforce, admin portals, and QA systems
• Strong project management, communication, and organizational skills—able to lead initiatives from discovery through execution
• Proven ability to lead teams through ambiguity and drive alignment across business functions
• Bachelor's degree in business, operations, risk management, or a related field; advanced degree a plus