Senior Manager, Insurance Customer Operations

Responsibilities

• Drive continuous improvement initiatives in insurance operations using customer insights and data analysis.
• Lead operational reviews and maintain audit preparedness to ensure compliance and high-quality policyholder experiences.
• Develop and optimize performance tracking tools and dashboards to measure operational performance.
• Act as a liaison among CX, Engineering, and Compliance teams to manage product bugs and align operational workflows with technical remediation.
• Collaborate with Product Managers on defining operational feature goals and validating new product launches.
• Manage the prioritization and resolution of operational incidents, overseeing mitigation and long-term solutions.
• Mentor a team of operations specialists, fostering a culture of curiosity and continuous improvement.

Qualifications

• 5+ years in insurance operations or customer experience, with 2+ years in leadership roles within regulated industries.
• Success in collaborating across Product, Engineering, Compliance, and Customer Support teams.
• Strong grasp of life insurance operations, including policy administration and regulatory compliance.
• Analytical skills to drive data-informed decisions; familiarity with SQL and Tableau is a plus.
• Technical proficiency in Jira, Salesforce, and QA systems.
• Excellent project management and communication skills, capable of leading initiatives from start to finish.
• Ability to guide teams through ambiguity and achieve alignment across various business functions.

Pay

$110,000 – $130,000 annually

Schedule

Remote - US based candidates only, no visa sponsorship available