Senior Manager, Customer Experience

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $122k - $170k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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Ethos

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

Ethos is a life insurance provider offering a fast and convenient way for customers to apply for and receive life insurance coverage. Specializing in no-medical-exam policies, Ethos allows individuals to secure life insurance quickly, with coverage options ranging from term life for various durations to guaranteed whole life policies. The company emphasizes ease of use, providing online tools such as coverage calculators and educational resources, as well as customer and agent support. Ethos also offers additional benefits like estate planning aids as part of its insurance packages.

📋 Description

• Own and execute a prioritized CX roadmap spanning process, technology, product, and marketing improvements • Drive cross-functional execution and ensure priorities translate into delivered outcomes • Synthesize customer insight across Voice of Customer data, complaints, escalations, and input from other leaders • Translate business signals into a clear, prioritized point of view • Own the Voice of Customer platform, validate taxonomy accuracy, evolve reporting, and identify new data sources • Define and evolve the service channel strategy across live support, self-service, and automation • Lead CX operational teams and build scalable systems, processes, and structure • Partner with cross-functional teams on customer surveying strategy and administer the platform across customer segments • Pull and validate core reporting directly from Salesforce and other platforms

🎯 Requirements

• 8+ years of experience leading customer experience or similar analytics/insight-driven functions • Demonstrated ability to scale a customer experience function • Track record of standing up or running a structured insights-to-roadmap process • Ability to turn customer feedback into prioritized, executed work • Demonstrated success influencing roadmap prioritization across product, engineering, or other functional leaders without direct authority • Hands-on ability to pull and validate core reporting directly from CRM/support platforms • Experience owning or deeply using a Voice of Customer or comparable insight platform • People leadership experience managing a multi-function team with distinct operational workstreams and disciplines

🏖️ Benefits

• Base salary of $122,000-$170,000 per year • Applicable bonus • Equity • Benefits • US benefits details available on the company's careers page • Diverse, inclusive and authentic workplace • Equal opportunity employer