Client Operations Manager
Ethos Life
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! 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.
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 BuiltIn's 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
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 experiences.As 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
- Bachelor’s degree preferred
#LI-Onsite
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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.
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.
To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.