Distribution Operations Manager

About Empathy

Empathy is transforming the way families navigate life’s most difficult times - from the loss of a loved one to other major life transitions. By combining technology with compassionate human care we bring clarity comfort and peace of mind when it matters most.

We partner with leading employers insurers and financial institutions to deliver meaningful human-centric support at scale. Today Empathy supports over 50 million people across the US Canada and the UK.

Backed by top-tier investors including General Catalyst Index Ventures Adams Street Aleph and Entreé Capital. We've raised over $160 million to date including a $72 million Series C to expand our impact and scale our mission worldwide.

About the Team

The Distribution Operations Manager is a strategic central role supporting Empathy’s entire North American Distribution organization. This role drives operational excellence scalable training and cross-functional coordination to ensure the Distribution team is equipped to effectively engage advisors support partners and accelerate adoption of Empathy-enabled solutions.

Rather than supporting individual territories this role operates as a hub across Distribution building repeatable processes standardized training programs and consistent communication frameworks that elevate performance across all partners carriers and advisor segments.

You will collaborate closely with Distribution Leadership External Wholesalers Client Success Field Marketing and Business Development to ensure alignment visibility and execution at scale. This role reports to the VP Account Partnerships & Distribution.

Key Responsibilities

Distribution Operations & Coordination

• Serve as a central operational partner to the Distribution organization ensuring consistency in workflows communication and execution across all regions and partners.
• Support execution of national distribution priorities partner initiatives and go-to-market strategies.
• Establish and maintain communication rhythms to ensure visibility into activities priorities and performance across the team.
• Help drive KPIs activity standards and success metrics across Distribution including outreach follow-up SLAs reporting accuracy advisor engagement and partner activation.
• Ensure all advisor and partner interactions adhere to regulatory standards and internal guidelines.

Training & Enablement (Core Focus)

• Design and implement a scalable training framework for distribution partners (agents/advisors) across all tiers.
• Lead new partner launch training including national webinars for newly onboarded carriers and their advisor networks.
• Deliver ongoing training programs including quarterly updates tailored to Tier 2 and Tier 3 audiences.
• Partner with Distribution Leadership to identify training gaps and continuously evolve content and delivery methods.
• Support high-volume demo demand by building scalable solutions (e.g. centralized demos self-serve resources or group sessions).
• Manage and respond to inbound training-related requests including:
• 6–10 weekly demo requests via HubSpot
• Inbound calls and emails from partner advisors (e.g. carrier-driven support expectations)
• Maintain expert-level knowledge of Empathy’s solutions and their integration with carrier products to effectively educate advisors.

CRM Reporting & Insights

• Maintain high-quality CRM data (Salesforce preferred) ensuring accurate capture of advisor interactions training activity and partner engagement.
• Build and manage dashboards KPI tracking and reporting to provide visibility into Distribution performance.
• Develop targeted outreach and training cadences using CRM and sales enablement tools.
• Track advisor adoption engagement and beneficiary activation trends; translate insights into actionable recommendations.

Demo & Advisor Support Infrastructure

• Create and manage a centralized demo and advisor support system to handle inbound demand efficiently.
• Develop scalable resources (e.g. recorded demos training libraries FAQs) to reduce manual lift on the Distribution team.
• Ensure timely follow-up and high-quality advisor experiences across all inbound channels.

Event & Training Program Coordination

• Coordinate logistics and execution for national webinars training sessions CE events and partner-facing programs.
• Partner with Field Marketing to ensure alignment on materials and messaging (without owning content creation).
• Track attendance engagement and outcomes to inform future programming.

Cross-Functional Collaboration

• Act as a liaison across Distribution Client Success Marketing and Business Development to ensure seamless partner and advisor experiences.
• Support alignment between partner needs field feedback and internal priorities.

Operational & Administrative Support

• Support budget tracking training program logistics and operational processes tied to Distribution initiatives.
• Assist in preparing presentations training materials and reporting summaries for leadership and partners.

What We’re Looking For

• 3+ years of experience in sales operations training & enablement internal wholesaling or distribution support within insurance or financial services.
• Proven experience designing and delivering scalable training programs for advisors agents or sales teams.
• Strong understanding of carrier distribution models advisor workflows and product integration.
• Experience managing high-volume inbound requests (demos calls email) with a focus on scalability and efficiency.
• Proficiency in CRM systems (Salesforce preferred) and building dashboards reporting and outreach campaigns.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Excellent communication and presentation skills with confidence training both small groups and large audiences.
• Highly organized detail-oriented and proactive in a fast-paced environment.
• Collaborative mindset with a focus on enabling team-wide success.
• Proficiency in Excel/Google Sheets PowerPoint/Keynote and communication tools (Zoom Slack etc.).
• Passion for operational excellence process improvement and mission-driven work. 
• Based in NYC and able to work from our W 22nd street office 3 days per week

The salary for this position ranges between $100000 - $120000 which includes base salary and variable components. This is decided based on many factors including but not limited to: skills qualifications and geographic location. In addition to base salary we are proud to offer stock options in the company and a competitive benefits package.

To support our employees we offer comprehensive benefits both in and out of the office. These include premium healthcare comprehensive paid time off and flexible parental leave. Our bereavement care includes premium access to the Empathy platform and support for employees and their families. We support financial wellness with a company-sponsored 401(k) plan and up to a 4% employer match along with competitive stock options. With annual retreats team lunches for our NYC office and a remote employee stipend we prioritize spending time together and investing in our people. We hope you will want to join our exceptional team!

What We Do

Empathy is a leading technology company transforming the way people plan for and navigate life’s toughest moments. By combining cutting-edge innovation with compassion Empathy provides unparalleled support for bereavement estate management legacy planning and more. Trusted by Fortune 500 companies and leading life insurers Empathy serves over 40 million individuals across North America setting a new standard for modern family care and workplace benefits. Empathy’s mission is to make care as practical as it is compassionate—partnering with employers insurers and financial institutions to deliver scalable support that eases emotional burdens simplifies complex logistics and empowers families to move forward with clarity and resilience.