Manager, CX Analytics

About the Company

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. Ethos is redefining how life insurance is bought, sold, and underwritten.

Responsibilities

• Own the end-to-end analytics lifecycle for CX Operations including metric definition, data instrumentation, and reporting
• Build and maintain dashboards and analytical models for metrics like AHT, CSAT, productivity, and cost-per-contact
• Author business requirements for data instrumentation gaps in partnership with engineering and ops teams
• Translate complex operational data into clear, decision-ready narratives for senior stakeholders
• Identify inefficiencies in CX processes and quantify their cost impact
• Partner with Workforce Management and Finance on headcount planning and cost modeling
• Use AI tools like Claude to accelerate analysis and automate recurring reporting

Requirements

• 4-9 years in an analytics or operations analytics role, ideally in high-volume CX or support
• Strong SQL proficiency for independent querying and data modeling
• Demonstrated ability to define and instrument metrics from scratch
• Experience working with CRM data, preferably Salesforce
• Comfortable using AI tools (Claude or equivalent) to accelerate workflows
• Strong written communication skills for documentation and presentations
• Self-directed ability to identify measurement needs without close supervision