IT Operations Manager

About Ethos

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.

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! Weve 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.

We make getting life insurance easier faster and better for everyone.

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 BuiltIns Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families!

About the Role

As the IT Operations Manager you will play a key leadership role in ensuring the reliability efficiency and scalability of our IT operational services. Youll join a team of skilled IT professionals to deliver exceptional support streamline daily operations and maintain a secure high-performing infrastructure. Your responsibilities will include optimizing core IT processessuch as onboarding access management and service deliverywhile collaborating closely with cross-functional teams to align technology initiatives with business goals. You will also manage vendor relationships assess emerging technologies and leverage data-driven insights to monitor performance and enhance user satisfaction. This role is ideal for a proactive hands-on technical leader who excels at building strong teams resolving complex challenges and driving continuous improvement across all facets of IT operations.

Duties and Responsibilities:

• Lead the IT support team to ensure prompt resolution of user issues
• Oversee daily operations of IT services and infrastructure to maintain high reliable functionality
• Develop implement and maintain IT operation procedures and processes to enhance efficiency and productivity.
• Optimize repetitive IT functions like onboardings offboardings and access management requests
• Assist in building strong relationships with other departments to understand their IT needs priorities and ensure alignment with IT strategy
• Track KPIs to measure IT performance and service quality to ensure service levels are met
• Evaluating user satisfaction and make recommendations for improvements
• Manage relationships with technology vendors service providers and contractors
• Evaluate new technologies and negotiate licensing or support contracts

Qualifications and Skills:

• 710 years of progressive IT experience including 35 years of supervisory or managerial experience
• Excellent people management skills with a proven ability to lead mentor and develop technical teams
• Experience overseeing service desk operations incident management and change control processes
• Experience working with engineering security human resource and executive teams to align IT with business goals
• Strong written and verbal communication for reporting documentation and stakeholder engagement
• Capable of diagnosing complex IT issues and driving resolution under pressure
• Commitment to high-quality service delivery and user satisfaction
• Proactive anticipate and address issues before they become a problem

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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 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.

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