Policy Operations Manager

About the company

The company (Nasdaq: $the company) is a leading the company insurance technology company on a mission to protect families by democratizing access to the company insurance and empowering agents at scale. With its robust three-sided technology platform, the company is transforming the the company insurance experience for consumers, agents, and carriers alike. The company 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. The company is redefining how the company insurance is bought, sold, and underwritten.

About the role

As the Policy Operations Manager at the company, 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 the company 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

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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 [link for members]

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 the company 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 @the company.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.