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.
