Client Operations Manager

About the Role

The Client Operations Manager leads a team responsible for delivering high-quality policy servicing and customer support across the policy lifecycle. This role is accountable for team performance, operational excellence, and consistent delivery of compliant, customer-first experiences.As a people manager, you will develop and coach team members, drive performance against service and quality metrics, and partner cross-functionally to improve processes, resolve systemic issues, and scale operations effectively. This role requires strong judgment, leadership presence, and the ability to balance day-to-day execution with strategic improvement initiatives.

Roles and Responsibilities

People Leadership

• Lead, coach, and develop a team fostering a culture of accountability, collaboration, and continuous improvement
• Conduct regular one-on-ones, performance reviews, goal setting, and career development planning for direct reports
• Support hiring, onboarding, and training of new team members in partnership with People and Operations leadership
• Serve as an escalation point for complex customer, policy, or performance-related issues

Operational Management

• Own day-to-day operations for the team, ensuring consistent execution of policy servicing, documentation, and customer communication
• Monitor and manage team performance against key metrics including productivity, quality, SLAs, compliance, and customer experience
• Ensure adherence to regulatory requirements, internal controls, and Ethos policies across all client interactions
• Identify trends in case volume, error rates, or customer feedback and take corrective action as needed

Cross-Functional Partnership

• Partner closely with Product, Engineering, Compliance, Legal, Carrier Relations, and Partnership Operations to resolve complex issues and drive operational alignment
• Provide operational input into product or process changes, representing the voice of Client Operations
• Collaborate with stakeholders to address root causes of recurring issues and prevent downstream impacts

Process Improvement and Scaling

• Identify operational inefficiencies, risks, or gaps and lead initiatives to improve workflows, tooling, and documentation
• Drive standardization and best practices across the team to support scalability and consistency
• Support implementation of new tools, systems, or processes, ensuring team readiness and adoption
• Contribute to strategic planning and roadmap discussions related to Client Operations

Communication and Reporting

• Prepare and deliver regular reporting on team performance, trends, risks, and improvement initiatives to leadership
• Communicate clearly and effectively with internal stakeholders regarding operational status, challenges, and outcomes
• Reinforce transparency and ethical standards in all communications and decisions

Skills and Qualifications

• 6+ years of experience in operations, customer support, client services, or a related field
• 3+ years of people management experience, preferably leading frontline or operations teams
• Experience in life insurance, financial services, or another highly regulated industry strongly preferred
• Proven ability to manage performance, coach team members, and drive measurable results
• Strong understanding of operational metrics, quality frameworks, and compliance requirements
• Excellent verbal and written communication skills, with the ability to influence across levels
• Demonstrated success leading process improvement and change management initiatives
• Strong organizational and prioritization skills in a fast-paced environment
• Ability to make sound decisions with incomplete information and manage ambiguity effectively
• Bachelor's degree preferred

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