{"id":4139754,"url":"https://alion.io/job/ethos-manager-support-operations","title":"Manager, Support Operations","company":{"id":6048,"name":"Ethos","domain":"ethos.com","url":"https://alion.io/company/ethos","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":16,"ghost_share":0,"stale_share":0.813,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-11-15T07:52:55Z"}},"role":"Finance","role_family":"Finance","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-12T04:25:46Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-15T19:54:15Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About Ethos\nEthos (Nasdaq: $LIFE) 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.\nAbout The Role\nEthos is seeking an experienced and analytical leader to lead ,scale and support our Support team within the growing CX Experience organization at Ethos. This person will manage the day-to-day operations of the support team, drive process improvements, and ensure we’re delivering an exceptional experience for our partners. He/She will help create and support an inclusive and cohesive culture across the CX organization through coaching, 1:1. You will also be responsible for hiring, planning, and implementing scalable solutions that support the development and growth of the organization. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping scale the partner experience organization\nRoles and Responsibilities:\nSupervise the daily operations of the partnership support team, guiding and allocating workload to achieve the most efficient and effective outcomes\nManage, motivate, and develop a team of up to 40+ support representatives to deliver the best possible issue resolution to partners/consumers\nManage the team in a way that enables meeting monthly team metrics and goals identified as well as team and department SLAs; track and report metrics to leadership\nHelp manage or handle complex and escalated partner inquiries in a way that creates positive customer interactions\nCreate and nurture a work environment and team culture where team can excel\nDevelop and execute effective partner support and policy servicing procedures, policies, and standards\nUse metrics to monitor team members performance and identify areas of improvement \nSupport a culture of learning/improvement through coaching, 1:1s, and continual performance feedback to help team members achieve personal and professional goals\nHelp recruit and hire support reps who fit within Ethos and team culture and will be able to handle demands of the job\nUse metrics, your own analysis, and other feedback mechanisms to identify, solution, and drive improvements in current CX processes to scale as the company grows\nStay current on the latest trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help the CX organization provide the best partner experience possible in an efficient way\nPartner with the Head of CX to develop relevant goals and objectives then work with the team to meet them on a consistent basis\nQualifications and Skills:\n5+ years in consumer/partner experience , with a minimum 2+ years experience managing support services and operations\nExperience leading a team handling a high volume inquiries using a ticketing system (Salesforce, Service Cloud, Desk, ZenDesk, etc.)\nLeading B2B / consumer focused support teams, confident and empathetic leader with excellent interpersonal skills\nAbility 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\nDemonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes\nWork proactively and take ownership in all you do\nOrganized and extremely responsive in following up with requests made of you from both internal stakeholders and partners\nCan independently identify problems, perform root cause analysis, and execute on action plans\nStrong communications skills with the ability to articulate messages to a variety of stakeholders and audiences\nBachelor's degree or equivalent preferred\nSharp focus on execution and an owner mentality with a track record of delivering success in a timely manner\nData oriented decision making skills and great intuition to create positive CX experience\nExcellent written and verbal communication skills. \n#LI-Onsite\n#LI-KP2\nDon’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.\nWe are an equal opportunity employer. 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.\nTo learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.\nRecruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.\n We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.","description_format":"text","description_chars":5564,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","Life Insurance & Annuities","InsurTech"],"lifecycle":[{"event":"open","at":"2026-11-12T04:58:46Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":55,"reasons":["conf:0","stale_co","velocity","win:early"],"computed_at":"2026-11-15T07:52:55Z"},"pay":null,"html_url":"https://alion.io/job/ethos-manager-support-operations","json_url":"https://alion.io/job/ethos-manager-support-operations.json","meta":{"generated_at":"2026-11-15T23:17:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19946,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6048},"rest":"https://alion.io/mcp/rest/get_company?id=6048"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fethos-manager-support-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fethos-manager-support-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fethos-manager-support-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ethos-manager-support-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fethos-manager-support-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4139754}},{"tool":"search_jobs","arguments":{"company":"ethos.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4139754},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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