About the Role:

Ethos is seeking an experienced lead to support and scale our revenue leadership and process excellence team. As the successful candidate, you will own the vision, strategy, and roadmap for enhancing overall operations and revenue enhancement experience. You will help create, drive and support an inclusive and cohesive culture across the CX organization through coaching, one on one meetings, and partnership with our US based CX managers. 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 customer experience organization.

Duties and Responsibilities:

• Lead and manage day-to-day Policy Administration team operations e.g. lead team meetings; manage escalations, delegating and resourcing (e.g.,scheduling, team rotations etc.)
• Create, execute and oversee ongoing effective customer support and policy servicing procedures, policies, and standards, by developing robust policies and building our trainings
• Partner with CX leadership to develop relevant goals and objectives then work with the team to meet them on a consistent basis
• Monitor relevant metrics (including headcount and hiring analysis) and prepare reports using Salesforce/Mode Dashboards
• Act as liaison between Policy Administration and Sales, UW, and other cross-functional partners
• Gather, document, and communicate relevant product, marketing, and business updates to the Policy Administration Team
• Recruit, hire, mentor, and develop agents
• Create and nurture a thriving work environment and team culture where agents can excel
• Stay informed on the latest industry best practices, strategies, and methods

Qualifications and Skills:

• 5+ years in operations, customer support, customer success, or related role
• Proficiency working with Salesforce or equivalent support/help desk software
• Strong ownership attitude, alongside intellectual curiosity and drive to solve problems
• Excellent time management and prioritization necessary to balance all responsibilities
• Adaptable to start up pacing and ability to adapt and change tasks quickly whilst maintaining attention to detail
• Excellent leadership and interpersonal skills, with the ability to work independently as well as collaborate effectively with various departments
• Data oriented decision making skills and great intuition for customer experience
• Experience in life insurance or related industry preferred
• Bachelor’s degree preferred

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