CX Product Operations Analyst

Job description

### **About Ethos** Ethos 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. **About the role** Product Operations builds the connective tissue between product and user-facing teams so Ethos can ultimately deliver more value to more users, faster. As a Product Operations Analyst, you’ll work cross-functionally with both customer-facing teams and product and engineering teams to ensure a seamless customer experience. You'll play a key role in strengthening the feedback loop between the field and our product teams, helping surface and resolve issues efficiently. This is a high-impact individual contributor role that is essential to delivering on our mission. **Duties and Responsibilities:** - Triage and investigate technical and product issues raised by customer-facing teams using backend tools and data platforms like Datadog, FullStory, Amplitude, and Snowflake - Act as a product quality advocate by fielding feature requests, triaging surfaced issues, and partnering with engineers and product managers to identify, scope, and resolve bugs - Serve as the primary liaison between product/engineering and customer-facing teams, clearly communicating product updates and issue resolutions to relevant stakeholders - Collaborate with product and engineering to collect, quantify, and prioritize bugs and pain points for upcoming development sprints; use SQL or other data analysis methods to size issues and assess impact - Enhance product and engineering teams’ understanding of customer behavior and usage patterns - Champion the voice of the customer during the development of new features, product launches, and enhancements to the user experience - Build strong relationships with subject matter experts across the organization to surface insights, drive alignment, and contribute to a more consistent and streamlined customer journey **Qualifications and Skills:** - 3+ years of experience in operational or analytical roles supporting product and technology teams1+ years of experience with JavaScript, Java, or SQL - Strong analytical mindset, technical aptitude, and business acumen with a proactive approach to ownership and problem-solving - Deep customer-centric mindset with an understanding of how user experience should shape product and process decisions - Comfortable navigating ambiguity and taking initiative in environments with limited structure - Highly organized and responsive, with a strong sense of accountability when following up on stakeholder requests - Excellent communication skills, with the ability to tailor messaging to various audiences and stakeholders - Experience working in a high-growth technology company - Bachelor’s degree in Computer Science, Engineering, or a related field **#LI-Onsite** **#LI-MS1** 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. 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](https://res.cloudinary.com/getethos/image/upload/v1684458868/00_CMS/CURRENT_CRPA_Privacy_Notice_for_Job_Applicants_05-23.docx_-_Google_Docs_lr4j43.pdf). ***Recruitment 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.******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.***