Senior Manager, Customer Experience
Ethos LifeLife Insurance company
Remote$122,000 - $170,000Manager
Sequoia Capital
Accel
Google Ventures
Goldman Sachs
General Catalyst
SoftBank
Operations & Strategy
About the role
TL;DR
Lead customer experience initiatives, driving improvements and scaling operations.
- •Ethos is seeking a leader to build and scale its customer experience function, moving from reactive problem-solving to a proactive customer experience engine.
- •This role is critical for driving improvements and ensuring customer satisfaction.
- •Key Responsibilities Own and execute a prioritized CX roadmap across process, technology, product, and marketing.
- •Synthesize customer insights from various sources into a clear, prioritized point of view.
- •Define and evolve the service channel strategy for optimal customer support.
- •Lead CX operational teams and build scalable systems and processes.
- •Requirements 8+ years of experience in customer experience or analytics-driven functions.
- •Proven track record of establishing and running an insights-to-roadmap process.
- •Demonstrated success influencing cross-functional roadmap prioritization.
- •Hands-on experience with data analysis and reporting from CRM/support platforms.
- •People leadership experience managing multi-function teams.
Required skills
SalesforceProduct ManagementProject ManagementCustomer Success
Domain expertise
insurtech
Benefits & perks
equity, bonus
Tech stack
Salesforce