Support Operations Manager

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 Creating a world-class customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for an Operations Manager who can help enable our Customer Experience (CX) and Insurance Administration teams to deliver this experience. To succeed in this role, you should be passionate about creating frictionless operations to improve the Ethos customer experience. Roles & Responsibilities 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 Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction Discover gaps and inefficiencies in our existing tools and internal operational processes and project manage the implementation of improvements Evaluate new enablement technologies and lead implementation and integration of new solutions Work with engineering partners to scope, prioritize and implement automation and process improvements in Salesforce to improve productivity and customer satisfaction Design internal processes and systems to drive productivity and automation at scale Partner with leadership to gather required data inputs required to track data and translate data into useable insights Stay current on the latest industry trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help provide the best customer experience possible Qualifications & Skills 5+ years experience as an operations professional with ownership over analysis and data driven insights leading to improved processes that resulted in efficiency gains Background in process development for high-volume production environments Strong project management experience with an ability to evaluate and re-prioritize and deliver results against team deadlines Proven track record of building and implementing complex business requirements within Salesforce and third party applications for high-velocity sales or support organizations Experience managing a team of other operations team members