Manager, CX Quality

TL;DR

Manager, CX Quality: Leading continuous improvement initiatives across the support organization by overseeing Quality Assurance, Training, and Complaints Management functions with an accent on developing scalable processes and driving execution. Focus on ensuring high-quality customer service delivery and leveraging insights for experience enhancements.

Location: Remote (US)

Salary: $103,000–$181,000

Company

Ethos is a life insurance technology company transforming the life insurance experience for consumers, agents, and carriers with its robust three-sided technology platform.

What you will do

• Lead QA and Training teams, setting strategy and supporting professional growth.
• Own and evolve the complaints management process, including intake, resolution, and root cause analysis.
• Design and deliver comprehensive training programs for new hires and ongoing development.
• Build and enhance quality assurance processes to ensure consistent, high-quality support.
• Monitor support interactions to identify trends and opportunities for improvement.
• Collaborate cross-functionally with CX leadership, Product, and Compliance.
• Implement AI-driven solutions to scale support quality and efficiency.

Requirements

• 5+ years in customer support or customer experience roles, with 2+ years managing training or quality teams.
• Proven people management experience and ability to lead high-performing teams.
• Exceptional attention to detail and ability to analyze and interpret data for informed decisions.
• Deep understanding of customer support operations and quality measurement practices.
• Strong communication skills to drive quality improvements.
• Highly organized, detail-oriented, with a strong sense of ownership and accountability.
• Work authorization: Must be eligible to work in the US.

Nice to have

• Experience in regulated industries or insurance.
• Spanish fluency.
• Experience working with global or outsourced support teams.

Culture & Benefits

• Opportunity to work for a leading life insurance technology company.
• Competitive US national base salary range.
• Dedicated to building a diverse, inclusive, and authentic workplace.
• Comprehensive US benefits package (details available on company careers site).
• Encourages applications even if not every requirement is met.