Senior Director, Customer Operations

Not your everyday company
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.
Awarded 'best workplace'
Best Workplace and Best-Led Company by Inc. Magazine
High 4.4 rating on Glassdoor ⭐️
Our Founders listed among Glassdoor's Top CEOs
"World Changing" by Fast Company
Recognized as a World Changing Idea by Fast Company Magazine
Ranked #1 Home insurance in America
Won best renters and homeowners insurance in America by US News, and others
Best Pet Insurance in America
Rated "Best Overall Pet Insurance" by Better Homes & Gardens
Rated 4.9 ⭐ on the Apple App Store
Among the highest rated apps of all time
What you're applying for
We're seeking an exceptional people and operational leader to help build solutions for complex problems, establish scalable processes and drive efficiency improvements.
As part of the Customer Operations team, you'll work alongside the Customer Experience, Claims Experience, and Finance teams to improve efficiency and impact business results. Expect to work closely with management as you drive interconnectedness between customer teams and various business functions, while identifying key metrics and measurements to benchmark the department's overall performance.
Responsibilities

• Develop and implement the strategic roadmap for the Customer Operations function
• Support the continued growth of the Customer Operations team globally
• Manage annual budget process and drive desired financial results
• Address strategic challenges and opportunities, ensuring transparent and effective communication to all stakeholders
• Oversee workforce management, vendor strategy, and capacity planning
• Responsible for the the annual and quarterly OKR process execution
• Build an agile and effective team of strategic project managers
• Responsible for Customer Operations management routines to include monthly, quarterly and annual results

Requirements

• 10+ years experience in claims or customer operations management (or ideally at an insurance or finance company)
• Strong people management and team leadership skills
• Impressive presentation development capabilities
• Advanced knowledge of both Excel and G Suite products; Looker and SQL are an advantage
• Proven ability to develop and execute a strategic plan across multiple business units

Things to know...
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.
As a certified B-corp, Lemonade is committed to pursuing social and environmental efforts. We do this in a variety of ways, from providing sponsored opportunities for our employees to give back to their community, to partnerships with organizations that enable our team to autonomously contribute their time to causes they care about.