Senior Manager, Customer Experience

About the role

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. In this role, you own the end-to-end design and execution of the customer experience strategy for a high-growth tech enabled insurance business. You will build the processes, tools, and voice-of-customer channels that turn reactive problem-solving into a proactive, data driven engine for improvement. You will be the central owner of the customer journey, synthesizing signals from across the business into clear priorities that drive measurable gains in satisfaction and retention. You will operate at the intersection of product, marketing, support, and carrier operations, ensuring alignment across teams with distinct workflows and metrics. Success in this position requires comfort with ambiguity and a passion for building scalable systems that deliver frictionless experiences. You will be accountable for defining the future state of customer operations while mentoring and enabling cross-functional leaders to elevate their own capabilities.

Key facts

What you'll do

Own and execute on a prioritized CX roadmap spanning process, technology, product, and marketing driven improvements, coordinating cross-functional stakeholders and tracking delivery against milestones.

Own end-to-end synthesis of customer insight by consolidating Voice of Customer data, complaints, escalations, and input from other leaders, translating diverse signals into one coherent, prioritized perspective.

Own and evolve the Voice of Customer platform, validating taxonomy accuracy, refining reporting structures, and identifying new data sources that should feed the system to keep insights current and actionable.

Define and evolve the service channel strategy, determining the optimal mix of live support, self-service, and automation to meet customer needs efficiently and cost effectively.

Lead and develop CX operational teams, designing the systems, processes, and structure required for the business to scale while maintaining quality and consistency.

Partner with cross functional teams on customer surveying strategy, administering the full platform across customer segments to ensure reliable measurement and continuous feedback loops.

Get personally into the data by pulling and validating core reports directly from Salesforce and other platforms, reducing dependency on intermediaries and accelerating insight to action.

Establish clear prioritization frameworks that align CX initiatives with business objectives, balancing customer impact, feasibility, and resource constraints across teams.

Champion experimentation by coordinating pilot programs, measuring outcomes, and codifying learnings into scalable playbooks for broader rollout.

Build and maintain strong relationships with carriers, agents, and internal stakeholders to ensure alignment on customer promises and operational realities.

Own key CX metrics and dashboards, monitoring performance trends, diagnosing root causes of friction, and driving corrective actions across the journey.

Champion the voice of the customer internally, ensuring that insights are surfaced in product, marketing, and policy discussions that affect the customer experience.

Support the development of tools and enablement resources that empower teams to resolve issues faster and deliver consistent, high quality interactions.

Act as the operational quarterback during incidents or widespread issues, coordinating response efforts and communicating impact and remediation plans to stakeholders.

Requirements

8+ years experience leading customer experience or similar analytics/insight driven functions, with a demonstrated ability to scale a customer experience function in a fast growth environment.

A track record of standing up or running a structured insights to roadmap process, turning qualitative and quantitative feedback into prioritized, executed workstreams with clear ownership.

Demonstrated success influencing roadmap prioritization across product, engineering, and other functional leaders without direct authority over their teams resources, using data and narrative to drive alignment.

Genuinely hands on with data, comfortable pulling and validating core reporting directly from CRM, support, and analytics platforms rather than relying on others to prepare data before action.

Experience owning or deeply using a Voice of Customer or comparable insight platform as a core, ongoing responsibility, managing taxonomy, coverage, and data quality over time.

People leadership experience managing a multi function team with distinct operational workstreams, including roles in support, operations, analytics, and enablement.

A strong bias for action, comfort operating in environments with incomplete information, and the discipline to define process and structure when none exists.

Exceptional written and verbal communication skills, with the ability to synthesize complex information into clear recommendations for both executive and frontline audiences.

Nice to have

Prior experience in life insurance, financial services, or other regulated industries where customer trust is critical.

Experience managing a fully remote team and collaborating across time zones in a SaaS environment.

Background in implementing automation, chat bots, or other self service tools to improve service efficiency and customer satisfaction.

Experience with CRM and ticketing systems such as Salesforce, Zendesk, or similar platforms.

Practical notes

This is a full-time position based in the United States in a remote compatible role.

The position requires interaction with customers, carriers, and cross functional teams across the business, which may require travel on occasion.

Visa sponsorship may be considered for eligible candidates in locations where it is permitted by law and policy.

Candidates must be legally authorized to work in the United States without requiring company sponsorship unless otherwise noted in the posting details.