Customer Strategy & Operations Lead

Summary

Join Pathpoint, a company revolutionizing the E&S insurance market, as their Customer Strategy & Operations Lead. This full-time remote US-based role focuses on optimizing client servicing workflows. You will drive strategic initiatives, collaborating with various teams to implement AI solutions and manage change. Responsibilities include process design, automation, and working across multiple platforms like Pathpoint, Salesforce, and Front. The ideal candidate possesses 5+ years of experience in operations management and strong analytical skills. Pathpoint offers competitive compensation, equity, healthcare, remote work benefits, and paid parental leave.

Requirements

• 5+ years in operations management, product operations, product management, or solutions engineering
• Ability to communicate effectively with both internal and external audiences, and experience tailoring communications to different stakeholders
• Experience balancing competing priorities and attaining alignment across stakeholders to achieve goals
• Demonstrated experience “getting things done”: you can break down problems, solicit feedback, propose solutions, attaining and aligning resources, and deliver results with a high degree of autonomy
• Analytical skills and mindset. Use data to identify and prioritize problems, and the ability to do your own analysis (SQL/R knowledge a plus; Excel/Sheets knowledge required)
• Comfort working across multiple systems and platforms, with experience in maintaining documentation and vendor integrations
• Ownership mentality and demonstrated experience with “hands on” work
• Familiarity with insurance, fintech, or other service-driven, process-heavy environments or industries

Responsibilities

• Drive initiatives from discovery to implementation which optimize and automate our key operations processes through process design, building new tools/automations yourself, and collaborating with technical and non-technical team members
• Drive growth, scale, and cost-saving through short- and long-term efforts
• Collaborate with teams including Operations, Underwriting, and Sales to deliver user-facing and internally-facing enhancements
• Develop and implement new processes as needed, including change management
• Analyze opportunities for growth and to measure project success
• Oversee vendors, including BPOs, to maintain a high bar of client service and continually drive improvements to our workflows
• Work across multiple platforms including Pathpoint, Salesforce, and Front

Preferred Qualifications

• Experience with data analytics languages (SQL, R)
• Experience working directly with users to understand and triage pain points
• Experience with Salesforce, Retool, AI, and other low-code/no-code tools

Benefits

• Competitive compensation, equity, and healthcare packages
• Remote-first working environment while investing in in-person collaboration
• Annual home office stipend
• Monthly WiFi stipend
• Paid parental leave
• 401(k) available