Senior Product Manager, CX Platforms

• Partner with CX leaders to establish systems and platforms strategy then turn that strategy into concrete product and process requirements, driving through to implementation
• Own prioritization and sequencing of the CX platform backlog, building a clear framework to evaluate competing requests from CX and Support leaders and frontline feedback, and explaining the tradeoffs behind each decision
• Partner with operational subject matter experts to understand current-state processes and what needs to change, then translate that into clear technical requirements and PRDs
• Partner with dedicated Enterprise Systems resources on workflow design, platform configuration, testing and QA, and launch across our core platforms, including Salesforce and Amazon Connect
• Represent CX and Support on enterprise infrastructure projects, ensuring queue, telephony, and case management infrastructure reflects how our teams are structured as that structure evolves
• Work within broader cross-functional programs as the owner of the requirements and infrastructure workstream
• Through in-depth data and product analysis, identify opportunities to improve existing tooling and ensure we’re fully using the capabilities of our existing platforms before recommending new tools or custom builds
• Define and track post-launch success metrics, such as handle time, transfer rates, and first-contact resolution, to evaluate impact and iterate
• Build deep knowledge of our support workflows, with room over time to take on a larger role in shaping strategy, not just executing it

• 6+ years of experience in product management, business systems, or CX platform roles, with hands-on experience building roadmaps, prioritizing backlogs, managing sprints, and writing PRDs or equivalent requirements
• Demonstrated ability to prioritize across competing requests from multiple leaders, using data and judgment to make decisions and hold a clear line when needed
• Strong understanding of support and CX operations, including routing logic, queue management, agent workflows, and telephony mechanics, and how platform changes affect agents and customers
• Ability to translate business needs into well-scoped requirements that platform developers and administrators can execute with minimal back-and-forth
• Experience partnering with technical teams through testing, QA, launch, and post-launch measurement
• Experience working with frontier AI models, Figma, Jira, and other product focused systems
• Comfort working in ambiguity, with the rigor to document current and future state clearly for technical and non-technical audiences
• Strong communication and stakeholder management skills, with the ability to build trust with frontline teams and senior leaders alike
• Experience with enterprise CX platforms such as Salesforce Service Cloud or Amazon Connect (or comparable CRM, case management, and contact center platforms) is a plus

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.

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.

Ethos (Nasdaq: $LIFE) 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.