Customer Experience Operations Manager

What you’re applying for

We’re looking for a strategic thinker to join our team as an Operations Manager supporting the Customer Experience (CX) department.

You’ll play a crucial role in implementing automated next-generation technological solutions, while also problem-solving with existing systems that support the CX team, and collaborating closely with cross-functional teams including Product and Systems.

In this role you'll

• Assist in the scoping, selection, and implementation of a suite of CX technological solutions that will enable efficiency and enhance customer service operations
• Assist in the formulation, quantification, and tracking of the CX team OKRs
• Manage a team of Customer Experience Operations professionals, providing guidance, support, and coaching to ensure optimal performance and professional growth
• Identify opportunities for process improvement and work closely with stakeholders to implement solutions
• Troubleshoot and problem solve issues with existing systems, such as Zendesk, to ensure smooth and efficient customer service operations
• Effectively project manage complex, cross-functional key initiatives, and communicate clearly through effective strategic presentations and organized tracking systems
• Stay up-to-date with industry trends and emerging technologies to propose innovative solutions for customer service operations
• Collaborate with cross-functional teams, including Product and Systems, to identify and address operational challenges and optimize processes

What you'll need

• Strong problem-solving skills, with a proven ability to analyze complex issues and provide compelling solutions
• Bachelor's degree in a related field
• Technical proficiency with tools and applications relevant to customer service operations, such as Zendesk, Talkdesk, and other customer service software
• Familiarity with automation tools and technologies to improve operational efficiency
• Excellent communication and collaboration skills
• 3+ years in a similar role, preferably within the technology industry; 1+ years of experience in a team management or leadership capacity
• Ability to to work remotely

Unfortunately, we cannot consider applicants from these states; Colorado, California, Montana, Hawaii, New Mexico and Puerto Rico.

About Lemonade

Lemonade is a licensed insurance carrier offering renters, homeowners, car, pet, and life insurance in the United States, contents and liability insurance in Germany and the Netherlands, and renters insurance in France. We’re powered by artificial intelligence and behavioral economics, and driven by social impact.

A Certified B-Corp, Lemonade donates unused premiums to nonprofits selected by its community as part of our annual Giveback program. We incorporate our values into everything we do—from our business model to our office culture.

Our values

Lemonade is an equal opportunity employer committed to diversity and inclusivity. We never discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We’re also flexible—if you require reasonable accommodations due to religious beliefs, pregnancy, or disabilities, let us know at any time.