Product Operations Analyst
Ethos Life
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
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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.
To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.