We're looking for an Operations Manager to help us build and run the automation systems that power our customer experience at scale. You'll sit within our CX organization, leading projects that span LLM pipeline optimization, robotic process automation, and the cross-functional work that keeps it all moving in the same direction.
We believe three things matter for every role at Lemonade: drive to push through challenges, efficiency that keeps standards high while moving fast, and adaptability that lets you pivot with data and AI insights. These aren't buzzwords, they're how we actually work.
Our AI-first approach isn't just a tagline either. We're building the future of insurance with AI at the center, and we need people who are genuinely excited to learn and grow alongside these tools.
In this role you'll
Lead end-to-end execution of CX automation projects - from sprint planning with LLM associates to pipeline updates - keeping everything tied to customer experience goals
Own reporting on automation performance, identifying trends and translating data into clear, actionable recommendations for the team and stakeholders
Partner with cross-functional teams to implement new CX initiatives, aligning on objectives and removing blockers before they slow things down
Monitor and optimize LLM pipeline outputs, ensuring responses stay effective, accurate, and aligned with how we want customers to feel
Stay close to emerging technologies and industry shifts, bringing forward recommendations that keep our automation work ahead of the curve
Facilitate clear, consistent communication across teams so everyone - from engineers to ops leaders - understands what we're building and why
What you'll need
2+ years in a customer experience or operations role, with real ownership of projects and cross-functional initiatives
Hands-on familiarity with customer service automation tools, including LLMs and related technologies
A proven ability to lead and develop a team, with strong interpersonal and mentoring instincts
Sharp analytical skills and the ability to turn messy, real-world data into decisions that actually move the needle
Strong organizational skills and the ability to manage multiple workstreams without dropping the ball
A bachelor's degree in a related field
Ability to work in a remote environment
Please note that we are unable to sponsor applicants for work visas.
Unfortunately, we cannot consider applicants from these states: Alaska, California, Colorado, Montana, Hawaii, New Mexico and Puerto Rico.
Lemonade's US base salary range for this full-time position is $100,000 - $115,000 plus equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Speak to your recruiter to hear more about the specific salary range for your preferred location.
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Skills Required
- 2+ years in a customer experience or operations role with ownership of projects and cross-functional initiatives
- Hands-on familiarity with customer service automation tools, including LLMs and related technologies
- Proven ability to lead and develop a team with strong interpersonal and mentoring instincts
- Sharp analytical skills and ability to turn messy data into actionable decisions
- Strong organizational skills and ability to manage multiple workstreams
- Bachelor's degree in a related field
- Ability to work in a remote environment
Lemonade Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Lemonade and has not been reviewed or approved by Lemonade.
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Healthcare Strength — Health coverage is delivered via mainstream Cigna medical options, with multiple plan types and supplemental health protections. This signals broad networks and a robust core healthcare offering.
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Retirement Support — A company 401(k) match is part of the package and is positioned alongside other core financial benefits. This provides structured retirement savings support as a standard element of total rewards.
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Leave & Time Off Breadth — PTO is presented as generous, alongside paid sick time and strong parental leave with a return-to-work program. These time-off provisions extend beyond the basics and support work-life needs.
Lemonade Insights
What We Do
Our mission is simple: Create the world’s most loved insurance through technology and social impact. As a certified Public Benefit Corporation and B-Corp, Lemonade is constantly challenging how the insurance industry does business. We’re creating an experience that is fast, affordable, and hassle-free across renters, homeowners, pet, life and car insurance. And through our annual Giveback program, in which leftover premiums are donated to charities our customers choose, we’ve donated nearly $5 million to a variety of organizations in need.
Why Work With Us
We’ve set out to make insurance loveable, fast, simple, and socially impactful - words that aren’t often associated with this industry. We’re a Certified B-corp, the only US insurance company to never invest in polluting industries, and our annual Giveback program has donated nearly $5 million globally to nonprofits in need.
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