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
People Services is where Ethos shows up for its employees every day, and this role leads it. As Manager, People Services, you'll lead the team that handles the high-volume, transactional work that keeps the employee lifecycle running, and you'll hold it to the highest quality bar. Reporting to the Director, Global People Operations, you'll set delivery and quality standards, manage service levels, and make sure every employee interaction is timely, accurate, and genuinely helpful. Because this work is transactional and repeatable by nature, a core part of your role is spotting and prioritizing the workflows that should be automated, then partnering with our People Product Manager to bring those automations to life. This is a hands-on leadership role for someone who takes pride in operational excellence and believes a stellar employee experience is built on consistent flawless execution.
Duties and Responsibilities:
- Lead, coach, and develop the People Services team, setting clear goals, managing capacity and workload, and building a high-performing, service-minded culture.
- Own delivery and quality standards for high-volume transactional People work across the employee lifecycle (onboarding, employee changes, records, offboarding, and employee queries), holding the team to the highest accuracy bar.
- Define, manage, and report service levels: response and resolution times, SLAs, and quality scores.
- Ensure a stellar employee experience in every interaction, timely, accurate, empathetic, and easy.
- Continuously assess workflows to identify, prioritize, and scope the ones that should be automated, partnering with the People Product Manager to design and deploy those automations and agents.
- Manage case handling and routing within the tiered service model, resolving at the People Services tier where possible, escalating complex cases to experts, and driving deflection to self-service.
- Build and maintain SOPs, playbooks, and quality controls so execution is consistent, compliant, and repeatable across regions.
- Monitor volume trends and root causes, reducing recurring tickets through process fixes, better documentation, and automation.
- Ensure data accuracy and integrity in our People systems for every transaction the team handles.
- Handle escalations and sensitive cases with discretion and sound judgment.
- Partner with HR Technology, People Partners, and centers of excellence to align on process, systems, and clean handoffs.
- Support compliance and data governance across the markets the team serves.
Qualifications and Skills:
- 5+ years in People/HR Operations, shared services, or service delivery, including direct team leadership or people management.
- Proven track record running high-volume transactional work to a high quality and accuracy standard.
- Experience defining and managing SLAs, quality metrics, and day-to-day service delivery.
- Strong process-improvement instinct: able to spot and prioritize what to automate and partner effectively on building it.
- Employee-experience mindset, with a bias for making interactions easy and getting the details right.
- Comfort leveraging People systems and workflow or case-management tools, and partnering with HR Technology rather than administering systems directly.
- Familiarity with AI or automation in an operations context is a plus.
- Excellent communication and people-leadership skills.
- Ability to handle sensitive situations and maintain strict confidentiality.
- Bachelor's degree required.
Shift Schedule:
- Mid-shift: 2:00 PM to 11:00 PM
#LI-Hybrid
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.
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.
Skills Required
- 5+ years of experience in People/HR Operations, shared services, or service delivery
- Direct team leadership or people management experience
- Experience managing high-volume transactional work to high quality and accuracy standards
- Experience defining and managing SLAs, quality metrics, and day-to-day service delivery
- Process-improvement skills, including identifying and prioritizing automation opportunities
- Employee-experience mindset and strong attention to detail
- Comfort using People systems and workflow or case-management tools
- Excellent communication and people-leadership skills
- Ability to handle sensitive situations and maintain strict confidentiality
- Bachelor's degree
- Familiarity with AI or automation in an operations context
What We Do
Ethos makes getting life insurance instant and easy. Our approach blends technology and industry expertise, and the human touch to deliver an incredible life insurance experience. Ethos has raised over $400 million of capital from Sequoia, Accel, Google Ventures, Goldman Sachs, Softbank and more. We are one of the largest U.S. life insurance issuers. We continue to scale quickly and are looking for passionate Ethosaurs to protect the next million families.
Why Work With Us
Ethos is powered by people from all kinds of backgrounds. We embrace a one-team, one-dream mentality, while encouraging Ethosaurs to speak their mind and act boldly, even in the absence of consensus. We believe in decentralized decision making - not decisions made by committee. Here you can have an impact and true ownership over your successes.
