Job
Description
About Ethos Ethos was established with the goal of simplifying and expediting the life insurance acquisition process for millions of families. Their unique approach combines industry knowledge, cutting-edge technology, and personalized service to help individuals find the most suitable policy to safeguard their loved ones. By harnessing advanced technology and data science, Ethos has revolutionized the life insurance journey, making it more accessible and convenient than ever before. Through predictive analytics, they have transformed what used to be a lengthy process into a seamless digital experience that can be completed in just minutes. Issuing billions in coverage each month, Ethos has broken down traditional barriers and propelled the industry into the modern era. Their comprehensive technology platform serves as the cornerstone of financial security for families. Ethos is committed to making life insurance more accessible, efficient, and beneficial for all. Investors in Ethos include renowned names such as General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, as well as the investment entities of Jay-Z, Kevin Durant, Robert Downey Jr, and others. The company has received recognition, being listed on CB Insights" Global Insurtech 50 and BuiltIn's Top 100 Midsize Companies in San Francisco. With rapid scaling on the horizon, Ethos is seeking dedicated individuals to protect the next million families. About the Role Creating an exceptional customer experience is at the core of Ethos" mission and will be pivotal in determining the company's growth and success within the life insurance sector. Ethos is seeking an Operations Analyst who can empower the Customer Experience (CX) teams to deliver this outstanding experience. This role will predominantly focus on customer automations, including implementing customer self-service automation and developing AI-powered chat and email bots. The ideal candidate will be passionate about streamlining processes to enhance the Ethos customer experience and possess a keen eye for detail. Roles and Responsibilities: - Gather requirements, design flows, and create content for Virtual Assistants and Chatbots - Collaborate with various teams to define requirements and design digital self-service tools for different customer scenarios - Utilize metrics, analysis, and feedback to identify and implement enhancements in current CX processes to accommodate the company's growth - Present actionable data-driven insights to management to facilitate informed decisions, enhance customer experience processes, boost productivity, and elevate customer satisfaction - Identify operational gaps and inefficiencies in existing tools and processes, and lead the implementation of enhancements - Develop internal processes and systems to drive productivity and automation at scale Qualifications and Skills: - Minimum 3 years of experience as an operations professional, with a focus on analysis and data-driven insights leading to process improvements and efficiency gains - Proficiency in designing, building, and monitoring AI-driven chat or email bots - Exceptional attention to detail and analytical mindset, with the ability to identify and resolve issues effectively - Background in process development for high-volume production environments - Strong project management skills, including the ability to prioritize tasks, meet deadlines, and deliver results - Excellent communication skills, capable of conveying messages effectively to diverse stakeholders - Proactive attitude and a sense of ownership in all tasks If you are enthusiastic about this role but do not meet every requirement listed, we encourage you to apply anyway. Ethos is dedicated to fostering a diverse, inclusive, and authentic workplace environment.,
