Svp, Customer Operations / Chief Customer Officer

Lemonade completely reinvented how insurance works. As a customer-centric tech company, we created an insurance experience that is smart, instant, and delightful.

At Lemonade, you’ll be working with a group of like-minded makers, who get a kick out of moving fast and delivering great products. We surround ourselves with some of the smartest, most motivated, creative people who are filled with positive energy and good karma.

Unlike most publicly traded companies, we’re nimble and efficient. We take pride in the fact that we still think and operate like a startup. We don’t care much about titles and hierarchy and instead focus on innovation, bold moves, and challenging the status quo.

We’re built as a lean, data-driven organization that relies on a common understating of objectives and goals to provide teams with autonomy and ownership. We don’t like spending our days in meetings and we skip committees altogether. At Lemonade, there’s no such thing as going over someone’s head. We have zero tolerance for bureaucracy, office politics, and lean-back personalities.

As a Public Benefit Corporation and a certified B-Corp, we deliver environmental and social impact using our products and tech. Through our Giveback program, we partner with organizations such as the ACLU, New Story, The Humane Society, Malala Fund, American Red Cross, 360.org, charity: water, and dozens of others, and have donated millions towards reforestation, education, animal rights, LGBTQ+ causes, access to water, and more.

We are looking for a SVP, Customer Operations/Chief Customer Officer who’s leadership will transform our customer service experience as they drive customer operations and leverage AI technologies. As the strategic leader responsible for all of our customer-facing teams—including CX, Claims, Underwriting, and Sales—you’ll oversee and optimize the entire customer experience across Lemonade. We’re all customer obsessed, but we’ll count on you to steer our teams to provide unparalleled customer satisfaction that leads to retention, and loyalty, ensuring that our customers’ needs are met throughout every part of their journey with Lemonade.

As Lemonade continues to grow and thrive, you’ll drive operational excellence and efficiency through creative innovations in tech, process engineering, and outstanding performance management. You’ll champion the voice of the customer to company leadership, and align stakeholders around customer-focused initiatives to drive business growth, including the development and execution of a comprehensive customer-service strategy that harnesses AI technologies to improve efficiencies, increase satisfaction, and drive customer loyalty across all touchpoints.

In This Role you’ll:

• Develop and execute a comprehensive customer service strategy that leverages our AI technology and an automation mindset to improve efficiency, while maintaining Lemonade's best-in-class customer experience
• Collaborate with cross-functional teams, including Marketing, Sales, Product Development, and Data Analytics, to align customer service strategies with overall business objectives
• Improve operational excellence and drive customer loyalty across all touchpoints
• Act as the customer advocate within the organization, ensuring the customer's voice is heard and considered in decision-making processes
• Utilize customer data, predictive analytics, and AI-driven insights to anticipate customer needs, personalize offerings, and drive revenue growth through cross-selling, upselling, and targeted marketing initiatives
• Continuously evaluate and improve the end-to-end customer journey, ensuring a seamless and exceptional experience
• Provide leadership and mentorship to a team of VP-level customer operations professionals , fostering a culture of customer-centricity, innovation, and continuous improvement within the department and throughout the organization
• Lead the implementation and optimization of AI-powered systems, ensuring they effectively handle customer inquiries, provide personalized and timely responses, and seamlessly escalate complex issues when necessary

What You’ll Need:

• Experience with establishing outsourced and offshore workforces; building relationships and perfecting ticket triage and segmentation
• Proficiency in analyzing customer data, feedback, and metrics to derive insights and make data-driven decisions
• 15+ years experience in a senior leadership role focused on customer experience, customer success or operations
• Strong leadership skills and the ability to drive a customer-focused culture, set strategic objectives, and foster collaboration
• Experience leveraging AI to improve customer service operations, optimize processes, and enhance customer experiences
• Proven experience leading and managing cross-functional teams, including customer service professionals, claims advocates, sales associates, data analysts and IT teams
• Deep experience developing and executing customer experience strategies across multiple touchpoints and channels (phone, digital, chat, bots)
• The ability to concisely articulate vision, strategy, and complex concepts to both technical and non-technical stakeholders

The starting base range for this position is between $300,000 - $360,000 per year. Base pay is one component of Lemonade's total compensation package, which will also include equity in the form of RSUs, access to healthcare benefits, 401(k) plan with company match, robust PTO, parental leave, and more.

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. If you require reasonable accommodations due to religious beliefs, pregnancy, or disabilities, let us know at any time.