Description review
Policy Operations Manager
Ethos Life · Remote US · back to the listing
HR standards
74/100
solid
Title ↔ description
87/100
strong
Reads as
Operations Manager
100% confident
What this role officially is
operations manager — ESCO, the EU occupation classification
Operations managers plan, oversee and coordinate the daily operations of production of goods and provision of services. They also formulate and implement company policies and plan the use of human resources and materials.
Also known as: division operations manager, operations administrator, operations supervisor, operations general manager, operations director, business operations manager
How others title the same work
Large employers
- Sr. Business Operations Manager, CN Expansion, CN Expansion Amazon.com
- Operations Manager, Bermuda Coinbase
- Operations Senior Associate Coinbase
- Associate Manager, Strategy and Operations, Fraud DoorDash
- Shift Lead - Crestwood DoorDash
Startups
- Collection Team Leader Cityfurnish
- Revenue Operations Lead - Post Sales Abacum
- Customer Operations Analyst BlueCargo
- Head of Customer Operations BlueCargo
- Strategy & Operations Lead Broccoli AI
What the listing never says
- 20 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
About Ethos
Ethos (Nasdaq: $LIFE) 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
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
#LI-Remote #LI-AG1
The US national base salary range for this full-time position is $90,000 - $120,000. 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.
To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.
Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.
We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.
Ethos (Nasdaq: $LIFE) 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
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
#LI-Remote #LI-AG1
The US national base salary range for this full-time position is $90,000 - $120,000. 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.
To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.
Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.
We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.