Operations Manager

Role overview

This position is for an Operations Manager who will support the systems and workflows that scale customer experience through automation. The role sits inside the CX organization and involves leading initiatives across language-model pipeline improvements, robotic process automation, and the coordination work needed to keep multiple teams aligned.

The company takes an AI-first approach and looks for someone eager to grow with these tools while helping shape the future of insurance. Success in the role is tied to three core behaviors: persistence when challenges arise, a strong focus on efficiency without losing quality, and flexibility to adapt using data and AI-driven insights.

What you'll do

• Drive CX automation work from end to end, including sprint coordination with LLM associates and pipeline changes, while keeping efforts connected to customer experience outcomes.
• Track and report on automation results, spot patterns, and turn performance data into practical recommendations for teammates and stakeholders.
• Work with partner teams to launch new CX initiatives, align priorities, and clear obstacles before they create delays.
• Review and improve LLM pipeline outputs so responses remain useful, accurate, and aligned with the intended customer experience.
• Keep up with new tools and market changes, then bring forward ideas that help automation efforts stay current and effective.
• Maintain steady, transparent communication across functions so engineers, operations leaders, and other collaborators understand both the work and its purpose.

What you'll need

• At least 2 years of experience in customer experience or operations, with direct ownership of projects and cross-functional work.
• Practical exposure to customer service automation tools, including LLMs and related technologies.
• Experience guiding and developing a team, along with strong mentoring and people skills.
• Good analytical judgment and the ability to convert complex real-world data into decisions that improve outcomes.
• Strong planning and prioritization skills with the ability to manage several workstreams at once.
• A bachelor's degree in a relevant field.
• Comfort working in a remote setup.

Additional requirements and hiring notes

The employer cannot sponsor work visas for this role.

Applicants based in Alaska, California, Colorado, Montana, Hawaii, New Mexico, or Puerto Rico are not eligible for consideration.

This is a full-time position with a US base salary range of $100,000 to $115,000, plus equity and benefits. Final compensation is based on location, role level, skills, experience, and relevant education or training.

Equal opportunity and accommodations

The employer is committed to equal opportunity and inclusive hiring. Employment decisions are made without regard to race, national origin, gender, gender identity, sexual orientation, veteran status, disability, age, or other legally protected characteristics. Reasonable accommodations are available for religious beliefs, pregnancy, or disabilities upon request.