CX Product Operations Analyst

About This Role

Working with both customer-facing and product and engineering teams, the CX Product Operations Analyst ensures a seamless customer experience. This high-impact individual contributor role is essential to delivering the company's mission by strengthening the feedback loop between the field and product teams, helping to surface and resolve issues efficiently.

Responsibilities

• Triage and investigate technical and product issues raised by customer-facing teams using backend tools and data platforms like Datadog, FullStory, Amplitude, and Snowflake
• Act as a product quality advocate by fielding feature requests, triaging surfaced issues, and partnering with engineers and product managers to identify, scope, and resolve bugs
• Serve as the primary liaison between product/engineering and customer-facing teams, clearly communicating product updates and issue resolutions to relevant stakeholders
• Collaborate with product and engineering to collect, quantify, and prioritize bugs and pain points for upcoming development sprints; use SQL or other data analysis methods to size issues and assess impact
• Enhance product and engineering teams’ understanding of customer behavior and usage patterns
• Champion the voice of the customer during the development of new features, product launches, and enhancements to the user experience
• Build strong relationships with subject matter experts across the organization to surface insights, drive alignment, and contribute to a more consistent and streamlined customer journey

Requirements

• 3+ years of experience in operational or analytical roles supporting product and technology teams
• 1+ years of experience with JavaScript, Java, or SQL
• Strong analytical mindset, technical aptitude, and business acumen with a proactive approach to ownership and problem-solving
• Deep customer-centric mindset with an understanding of how user experience should shape product and process decisions
• Comfortable navigating ambiguity and taking initiative in environments with limited structure
• Highly organized and responsive, with a strong sense of accountability when following up on stakeholder requests
• Excellent communication skills, with the ability to tailor messaging to various audiences and stakeholders
• Experience working in a high-growth technology company
• Bachelor’s degree in Computer Science, Engineering, or a related field

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. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike, offering instant, accessible products and a seamless online process that requires no medical exams and just a few health questions.