Manager, Policy Administration and Process Optimization | Ethos Life | Remote (United States)
Posted 2025-09-08
Remote, USA
Full Time
Immediate Start
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">About Ethos</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes! We’ve issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We make getting life insurance easier, faster and better for everyone.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights’ Global Insurtech 50 list and BuiltIn’s Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families!</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">About the job:</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">As the Manager of Policy Administration & Process Optimization 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Duties and Responsibilities:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Identify opportunities for process improvement and innovation, working with business partners to enhance process performance and develop new workflows</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Manage the development and rollout of new insurance products, coordinating with product, engineering, and operations teams, as well as insurance carrier partners</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Lead and manage day-to-day operations of the Policy Administration team, providing guidance and support to ensure smooth functioning</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Inspire and motivate the team by leading regular meetings, managing escalations, and effectively delegating tasks</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Oversee resource management, including scheduling and team rotations, to maintain optimal staffing levels</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Develop and implement customer support and policy servicing procedures, policies, and standards to ensure outstanding service delivery</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Collaborate with leadership to set relevant goals and objectives, working closely with the team to consistently achieve them</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Partner with internal and external stakeholders to design and implement automation, leveraging AI and advanced technologies to streamline processes and develop new automated workflows</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Monitor key metrics, prepare comprehensive reports, and perform data analysis to inform decisions and track progress</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Serve as a liaison between Policy Administration and other cross-functional teams, such as Sales, Underwriting, and engineering, ensuring clear communication and collaboration</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Recruit, hire, mentor, and develop team members, creating opportunities for growth and fostering a positive work environment and team culture</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Handle Jira tickets for bugs and improvements, collaborating with engineering to implement solutions</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Maintain a proactive approach to identifying and resolving issues, using data to support critical decisions and drive continuous improvement</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Qualifications and Skills:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">5+ years of experience in operations, customer support, customer success, or a related role</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience and knowledge of life insurance is required</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proven experience in process improvement and the ability to think creatively and solve complex problems</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong leadership and interpersonal skills, with a track record of building and nurturing high-performing teams</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent written and verbal communication skills, with the ability to articulate messages to various stakeholders</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proficiency in working with Salesforce or equivalent support/help desk software</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong analytical mindset and the ability to use data to inform decisions and drive improvements</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Adaptable to change and able to work in ambiguous environments with little direction</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Bachelor’s degree preferred, but equivalent experience will be considered</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>#-LI Remote</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>#LI-JA1</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">The US national base salary range for this full-time position is $82,000 – $137,000. 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">You can find further details of our US benefits at https://www.ethoslife.com/careers/</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">To learn more about what information we collect and how it may be used, please refer to our <a href="https://res.cloudinary.com/getethos/image/upload/v1684458868/00%5FCMS/CURRENT%5FCRPA%5FPrivacy%5FNotice%5Ffor%5FJob%5FApplicants%5F05-23.docx%5F-%5FGoogle%5FDocs%5Flr4j43.pdf" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">California Candidate Privacy Notice</a>.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes! We’ve issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We make getting life insurance easier, faster and better for everyone.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights’ Global Insurtech 50 list and BuiltIn’s Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families!</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">About the job:</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">As the Manager of Policy Administration & Process Optimization 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Duties and Responsibilities:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Identify opportunities for process improvement and innovation, working with business partners to enhance process performance and develop new workflows</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Manage the development and rollout of new insurance products, coordinating with product, engineering, and operations teams, as well as insurance carrier partners</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Lead and manage day-to-day operations of the Policy Administration team, providing guidance and support to ensure smooth functioning</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Inspire and motivate the team by leading regular meetings, managing escalations, and effectively delegating tasks</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Oversee resource management, including scheduling and team rotations, to maintain optimal staffing levels</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Develop and implement customer support and policy servicing procedures, policies, and standards to ensure outstanding service delivery</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Collaborate with leadership to set relevant goals and objectives, working closely with the team to consistently achieve them</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Partner with internal and external stakeholders to design and implement automation, leveraging AI and advanced technologies to streamline processes and develop new automated workflows</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Monitor key metrics, prepare comprehensive reports, and perform data analysis to inform decisions and track progress</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Serve as a liaison between Policy Administration and other cross-functional teams, such as Sales, Underwriting, and engineering, ensuring clear communication and collaboration</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Recruit, hire, mentor, and develop team members, creating opportunities for growth and fostering a positive work environment and team culture</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Handle Jira tickets for bugs and improvements, collaborating with engineering to implement solutions</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Maintain a proactive approach to identifying and resolving issues, using data to support critical decisions and drive continuous improvement</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Qualifications and Skills:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">5+ years of experience in operations, customer support, customer success, or a related role</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience and knowledge of life insurance is required</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proven experience in process improvement and the ability to think creatively and solve complex problems</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong leadership and interpersonal skills, with a track record of building and nurturing high-performing teams</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent written and verbal communication skills, with the ability to articulate messages to various stakeholders</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proficiency in working with Salesforce or equivalent support/help desk software</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong analytical mindset and the ability to use data to inform decisions and drive improvements</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Adaptable to change and able to work in ambiguous environments with little direction</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Bachelor’s degree preferred, but equivalent experience will be considered</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>#-LI Remote</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>#LI-JA1</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">The US national base salary range for this full-time position is $82,000 – $137,000. 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">You can find further details of our US benefits at https://www.ethoslife.com/careers/</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">To learn more about what information we collect and how it may be used, please refer to our <a href="https://res.cloudinary.com/getethos/image/upload/v1684458868/00%5FCMS/CURRENT%5FCRPA%5FPrivacy%5FNotice%5Ffor%5FJob%5FApplicants%5F05-23.docx%5F-%5FGoogle%5FDocs%5Flr4j43.pdf" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">California Candidate Privacy Notice</a>.</p>