Workforce Management Analyst

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

Creating a world-class customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for a Workforce Management Analyst who can help enable our Customer Experience (CX) teams to deliver this experience by helping create and maintain critical CX processes. 

Role and Responsibilities:

• Partner with managers and other stakeholders to ensure the highest level of performance for our support and operations teams
• Use metrics, your own analysis, and other feedback mechanisms to develop forecast models for support team volumes based on historical data, seasonal trends, and product launches
• Scheduling of resources for different focus areas and support channels to maximize coverage of customer interactions across all support channels
• Conduct analysis and real time monitoring of support team members’ performance and schedule adherence
• Strategize and develop new processes to monitor productivity and performance for support teams
• Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction
• Design internal processes and systems to drive productivity and automation at scale
• Partner with leadership to gather required data inputs required to track data and translate data into useable insights
• Stay current on the latest industry trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help provide the best customer experience possible

Qualifications and skills:

• 3+ years experience as an operations professional with at least some experience specifically in workforce management operations 
• Extreme attention to detail with an analytical approach to problem solving and process development
• Ability to think strategically, identify key business issues, and develop innovative solutions to complex problems
• Proficiency in analyzing data, interpreting metrics, and generating actionable insights; strong knowledge and experience with Excel or Google Sheets is an absolute requirement
• Expertise in identifying inefficiencies and leading process improvement initiatives
• Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences

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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.