About the job
Join us in redefining the future of insurance. As the Director of Strategic Operations, you will play a pivotal role in enhancing organizational efficiency, optimizing operational performance, and executing strategic initiatives. In collaboration with the COO, you will meld business strategy with product innovation and operational excellence across various core domains.
Your mandate will include ensuring the successful launch and execution of strategic initiatives, while transforming Operations into a scalable, data-driven, and technology-enabled function. This multifaceted role encompasses strategic project management, data-centric decision-making, operating model design, and cross-departmental collaboration. Additionally, you will spearhead the development and integration of AI and automation systems within Operations, propelling innovation, enhancing efficiency, and improving customer experiences. You will also oversee a Senior Data Analyst and an Automations Manager.
Key Responsibilities
Strategic Planning & Execution
- Convert leadership's strategic objectives into actionable plans with defined KPIs, milestones, and measurable results.
- Lead cross-functional initiatives in collaboration with Product, Engineering, Finance, Claims, and Customer Support teams.
- Act as a strategic partner to the COO, influencing the evolution of our insurance offerings.
Data, KPIs & Performance Management
- Manage the Operations KPI framework (e.g., CSAT, automation rate).
- Supervise data governance, reporting, and insight generation for Operations.
- Ensure operational decisions are based on comprehensive data, insights, and root-cause analysis.
AI, Automation & Digital Enablement
- Lead the automation and AI roadmap for Operations in partnership with Product and Engineering.
- Oversee automation projects across Customer Support, Claims, Payments/Dunning, and internal workflows.
- Identify key opportunities for automation and digital transformation to enhance efficiency and minimize operational costs.
Retention Strategy
- Direct the operational retention strategy.
- Analyze churn factors and coordinate cross-functional responses.
- Work with Customer Support, Claims, and Product teams to improve retention and eliminate friction points.
- Manage insights and reporting related to retention KPIs.
Payments & Dunning
- Oversee and refine operational processes connected to payments, dunning, and fraud prevention.
- Enhance payment operations in close partnership with Product, Engineering, and Finance.
- Aim to reduce involuntary churn through an improved payment experience and automation.
Operating Model & Structure
- Design and optimize comprehensive operational processes.
- Establish and uphold clear ownership structures (RACI, process owners, SLAs).
- Ensure process documentation, standardization, and cross-departmental alignment.
