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

Product Operations builds the connective tissue between product and user-facing teams so that Ethos can ultimately deliver more value to more users, faster. As a Product Operations Analyst, you’ll work with both customer facing teams as well as product management and engineering teams to help ensure a smooth experience for our customers. You’ll be expected to help build strong connections with user-facing teams (support, sales, account management, etc) and ensure a tight product feedback loop as issues and product bugs are raised. This is a highly cross-functional individual contributor role, and it will be a critical lever for us to deliver on our mission.

Roles & Responsibilities

• Be a product quality advocate – Field questions and feature requests from customer facing teams, triage issues surfaced, and work closely with engineers and product managers to identify, size, and fix product bugs
• Triage and resolve a high percentage of technical and product issues being raised by customer facing stakeholders and other users of Ethos technology
• Be the primary point of contact between the product/engineering teams and customer facing teams, communicating product and bug updates out to affected stakeholders
• Work with software engineers and product managers to collect, quantify & prioritize product-related bugs and other challenges to be considered in future development sprints – use sql or other analytical methods to size issues and estimate impacts
• Help up level product and engineering’s understanding of how the product is being used by our customers
• Help execute on continuous improvement to the engagement models between product, engineering and customer facing teams
• Ensure operating team readiness when launching new features and customer experiences
• Be a representative of the customer’s voice as we look to build new features, launch new products, and improve our current customer experience
• Identify and actively build connections with relevant subject matter experts across the company to surface insights, help ensure alignment between different teams, and pave the way for a smoother customer experience

Qualifications And Skills

• 3+ years of experience in operations, product, or another analytical role
• 1+ year experience with Javascript, Java, or SQL
• Must be able to demonstrate a mix of analytical mindset, technical abilities, and business acumen, with a personal drive to work proactively and take ownership in all you do
• Need a customer focused mindset with a deep understanding of how the user experience can and should shape the direction of the product and processes
• Ability to work in ambiguous environments with little direction and be scrappy about it – We don’t have all the answers, but you’ll need to find them
• Organized and extremely responsive in following up with requests made of you from the internal stakeholders you’ll be working with
• Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
• Experience in a high growth technology company
• Bachelor’s degree in computer science or engineering related field

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.

Policy Administration Associate

About the Role

As a Policy Support Specialist at Ethos you will be responsible for delivering an exceptional experience to Ethos policy holders and upholding our duties as a third-party administrator (TPA). To succeed in this role, you should have strong attention to detail and follow through, enjoy working cross-functionally, and be highly organized.

Roles and Responsibilities: 

• Possess and utilize strong understanding of Ethos products and processes
• Manage a high volume of policy servicing requests and other complex transactions while meeting established service level expectations
• Maintain accurate policy records and transactions with client interactions
• Partner with colleagues in CX, Sales, Underwriting, and Product/Engineering to resolve customer requests and escalations
• Meet individual as well as team production and quality goals to ensure a positive customer experience as well as compliance for Ethos
• Identify opportunities to improve processes and collaborate with internal and external stakeholders as well as management to implement agreed upon solutions
• Support internal product development efforts, including testing and QA of new tools and functionality that may be used by CX, Sales, and Underwriting teams

Skills and qualifications: 

• 3+ years experience in operations, customer support, customer success, or related role
• Experience in life insurance or related industry preferred
• Bachelor’s degree preferred
• Proficiency working with Salesforce or equivalent support/help desk software
• Strong intellectual curiosity and drive to solve problems
• Excellent time management and prioritization necessary to balance all responsibilities
• Can adapt to changes quickly
• Adaptable to change and ability to change tasks quickly with maintaining attention to detail
• Excellent phone presence and written communications skills
• Ability to work independently as well as collaborate with various departments
• Creative approach to problem solving

Consumer Revenue Operations Manager

About the role:

Ethos is looking for a highly driven, self-starter to join the Revenue Operations team for our B2C go to market teams. This role will be responsible for driving the Consumer Rev Ops team towards operational excellence by being a versatile, dynamic team-player who can wear multiple hats & drive key initiatives across workflows. You will be a key tactical member of the team, providing insights and analysis to guide our day-to-day decisions along with driving multiple projects that support rapid revenue growth and scalability of our operations.

Roles & Responsibilities:

• High-impact self-starter who takes initiative to move projects forward and can operate independently when given direction
• Enjoys working with tools and getting the most out of them whether that means improving the back-end, managing dashboards & reporting, or optimizing usability
• Gets excited about exploring new platforms that can help us scale our work
• You have scrappy instincts and good judgment. When faced with a new problem, your gut says to get your hands dirty and get it done, but you also know when to step back and re-evaluate
• You know that it takes a village to grow a business so no task is beneath you and you get excited by a variety of projects from troubleshooting a field in Salesforce to helping to plan a GTM team quarterly business get together
• You want a career in operations and sales, and want to dig in on how to build elegant, robust processes, and scalable systems for a fast-growing, continuously changing company
• You thrive in a small team where you can make a big impact. You are confident in your toolkit and experience, and you also love to pick up new skills and knowledge
• You work collaboratively across disciplines to meet your objectives. When you know a better way, you voice your opinion

• Ops & Processes:
  • Proactively monitor and strive to maintain high levels of data quality, accuracy, and process consistency across all Revenue Operations functions
  • Develop, implement, and maintain standard operating procedures for Salesforce and other systems to ensure the team is keeping up to date on cases, tasks and overall activity goals
  • ​​Optimize processes with a view to continually improve how the systems are configured to optimize the efficiency and effectiveness of our sales programs and people
  • Drive end to end initiatives aligned with the strategic quarterly goals of the Revenue Org and the company, support strategic projects working internally and cross functionally

• Systems & Tools:
  • Own the build, troubleshooting & analytics for the Sales Telephony system
    • Design, build, and maintain effective call cadences for different customer segments and sales stages
    • Collaborate with sales and marketing teams to align call strategies with broader go-to-market initiatives
    • Day to day troubleshooting and improvement of the Telephony system basis feedback
  • Lead experimentation initiatives to improve call cadence effectiveness.
    • Develop hypotheses and test new approaches to maximize engagement and conversion rates
  • Help define and maintain the full marketing to sales funnel process, data, systems and workflows
  • Enable & maintain the Consumer Sales system stack and roadmap, with tools like Salesforce and more while always keeping an eye out for what’s the next best thing

• Reporting, Dashboards & Analytics:
  • Own creation of reports and dashboards to measure and report on key revenue metrics, and perform deep analyses on the leading, in-process, and lagging indicators to support the revenue organization
  • Drive data cleanliness initiatives and support reporting needs for Executive & GTM teams including monthly revenue dashboards and Quarterly Business Reviews.
  • Turn quantitative analysis and qualitative feedback into actionable insights across the business to improve our processes and strategy.

Qualifications and Skills:

• Overall 6-8 years of experience, preferably in Revenue/Sales Operations, PnL, Ops & Strategy or other related fields
• Preferred MBA – with at least 2-4 years of experience post MBA
• Salesforce system admin experience preferred
• Experience with configuring and using sales technologies (CRM – Salesforce, Telephony Tools – Regal)
• Willingness to work during US Business hours (11 AM – 8 PM EST/ 8:30 PM – 5:30 AM EST)
• Good to Have – Experience with analytics & dashboard tools like SQL, Mode, Tableau, Amplitude etc.
• Highly motivated, self-directed, team player that can be a jack-of-all-trades
• Comfort with ambiguity, a positive attitude, and a drive to manage projects to completion
• Comfort with numbers and analysis with a desire to build on analytical skills
• Exceptional written and oral communication skills
• High standards of accuracy and strong attention to detail with a drive to get things right
• Ability to work cross-functionally in a fast paced and dynamic environment – preferably comes with experience in B2C/D2C startups

Partnership Operations Associate

About the Role

We’re looking for a Partnership Operations Associate to help engage and manage our strategic distribution partnerships. You’ll work closely with our sales, product, marketing and operations teams to drive rapid growth of the business while building a category-defining product.

Duties & Responsibilities:

• Work closely with strategic distribution account owners to provide sales content/resources/tools, distribution partner onboarding, training, and account management for Ethos’ platform
• Work closely with strategic distribution account owners to demonstrate Ethos’ value to distribution partners and effectively differentiate, sell, and drive adoption of the Ethos solution
• Serve as the internal point-of-contact for strategic distribution account inquiries and ensure strategic distribution partners at all levels have a positive user experience
• Be the voice of the strategic distribution partners to internal stakeholders – translate their needs and advocate on their behalf

Qualifications & Skills:

• Ability to work through ambiguity and in a hyper-growth sales environment
• Consistent track record of meeting and exceeding goals
• Strong interpersonal skills, with the ability to identify and provide comprehensive solutions for varying partner needs
• Excellent communication and project management skills
• Self-starter attitude with a bias for impact and ability to thrive in a fast-paced, autonomous team environment
• Prior enterprise partnerships experience is preferred, but not required
• Prior experience in life insurance is a plus, but not required
• Tech stacks: Slack, Google Sheets/Docs/Slides, Microsoft Office, etc.

Customer Experience Associate

About the Role:

Ethos is looking for a Customer Support Associate who thrives on helping customers and solving problems as well as working in a dynamic environment. Creating a positive customer experience is of the utmost importance to Ethos and will continue to determine our success in the life insurance industry.

Duties and Responsibilities:

• Provide excellent customer service via email, live chat, SMS, and phone, and providing answers to incoming inquiries relating to all Ethos products
• Develop strong understanding and knowledge of Ethos products and processes in order to support customers and act as a resource for internal stakeholders
• Identify customer needs and process requests efficiently and effectively within defined service levels
• Build rapport and gain the respect of customers through clear and transparent communication
• Develop and maintain productive relationships with sales, underwriting, and development teams in order to triage and resolve customer issues
• Meet individual and customer support team goals and objectives
• Identify opportunities for process improvements for assigned functions, collaborating with management to implement agreed upon solutions

Qualifications and Skills:

• 1-2 years experience in customer support, customer success, operations, or related role
• Experience in life insurance or related industry a plus, but not required
• Bachelor’s degree preferred
• Proficiency working with Salesforce or equivalent support/help desk software
• Strong intellectual curiosity and drive to solve problems
• Excellent time management and prioritization necessary to balance all responsibilities
• Can adapt to changes quickly
• Adaptable to change and ability to change tasks quickly with maintaining attention to detail
• Excellent phone presence and written communications skills
• Ability to work independently as well as collaborate with various departments