Client Operations Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About Ethos
Ethos 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
The Client Operations Manager leads a team responsible for delivering high-quality policy servicing and customer support across the policy lifecycle. This role is accountable for team performance operational excellence and consistent delivery of compliant customer-first a people manager you will develop and coach team members drive performance against service and quality metrics and partner cross-functionally to improve processes resolve systemic issues and scale operations effectively. This role requires strong judgment leadership presence and the ability to balance day-to-day execution with strategic improvement initiatives.
Roles and Responsibilities
People Leadership
- Lead coach and develop a team fostering a culture of accountability collaboration and continuous improvement
- Conduct regular one-on-ones performance reviews goal setting and career development planning for direct reports
- Support hiring onboarding and training of new team members in partnership with People and Operations leadership
- Serve as an escalation point for complex customer policy or performance-related issues
Operational Management
- Own day-to-day operations for the team ensuring consistent execution of policy servicing documentation and customer communication
- Monitor and manage team performance against key metrics including productivity quality SLAs compliance and customer experience
- Ensure adherence to regulatory requirements internal controls and Ethos policies across all client interactions
- Identify trends in case volume error rates or customer feedback and take corrective action as needed
Cross-Functional Partnership
- Partner closely with Product Engineering Compliance Legal Carrier Relations and Partnership Operations to resolve complex issues and drive operational alignment
- Provide operational input into product or process changes representing the voice of Client Operations
- Collaborate with stakeholders to address root causes of recurring issues and prevent downstream impacts
Process Improvement and Scaling
- Identify operational inefficiencies risks or gaps and lead initiatives to improve workflows tooling and documentation
- Drive standardization and best practices across the team to support scalability and consistency
- Support implementation of new tools systems or processes ensuring team readiness and adoption
- Contribute to strategic planning and roadmap discussions related to Client Operations
Communication and Reporting
- Prepare and deliver regular reporting on team performance trends risks and improvement initiatives to leadership
- Communicate clearly and effectively with internal stakeholders regarding operational status challenges and outcomes
- Reinforce transparency and ethical standards in all communications and decisions
Skills and Qualifications
- 6 years of experience in operations customer support client services or a related field
- 3 years of people management experience preferably leading frontline or operations teams
- Experience in life insurance financial services or another highly regulated industry strongly preferred
- Proven ability to manage performance coach team members and drive measurable results
- Strong understanding of operational metrics quality frameworks and compliance requirements
- Excellent verbal and written communication skills with the ability to influence across levels
- Demonstrated success leading process improvement and change management initiatives
- Strong organizational and prioritization skills in a fast-paced environment
- Ability to make sound decisions with incomplete information and manage ambiguity effectively
- Bachelors degree preferred
#LI-Onsite
#LI-A1
Dont meet every single requirement If youre excited about this role but your past experience doesnt 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.
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 ourCalifornia CandidatePrivacy Notice.
Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ or @.
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.
Required Experience:
Manager
Key Skills
About Company
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