Manager, Support Operations

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 Ethos is seeking an experienced and analytical leader to lead ,scale and support our Support team within the growing CX Experience organization at Ethos. This person will manage the day-to-day operations of the support team, drive process improvements, and ensure we’re delivering an exceptional experience for our partners. He/She will help create and support an inclusive and cohesive culture across the CX organization through coaching, 1:1. You will also be responsible for hiring, planning, and implementing scalable solutions that support the development and growth of the organization. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping scale the partner experience organization Roles and Responsibilities: Supervise the daily operations of the partnership support team, guiding and allocating workload to achieve the most efficient and effective outcomes Manage, motivate, and develop a team of up to 40+ support representatives to deliver the best possible issue resolution to partners/consumers Manage the team in a way that enables meeting monthly team metrics and goals identified as well as team and department SLAs; track and report metrics to leadership Help manage or handle complex and escalated partner inquiries in a way that creates positive customer interactions Create and nurture a work environment and team culture where team can excel Develop and execute effective partner support and policy servicing procedures, policies, and standards Use metrics to monitor team members performance and identify areas of improvement Support a culture of learning/improvement through coaching, 1:1s, and continual performance feedback to help team members achieve personal and professional goals Help recruit and hire support reps who fit within Ethos and team culture and will be able to handle demands of the job Use metrics, your own analysis, and other feedback mechanisms to identify, solution, and drive improvements in current CX processes to scale as the company grows Stay current on the latest trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help the CX organization provide the best partner experience possible in an efficient way