Senior Operations Strategy & Enablement Manager - Bestow

About Bestow

Life insurance is one of the world's most important products, and Bestow is a leading vertical technology platform modernizing the industry. Our platform unifies the fragmented legacy value chain, enabling carriers to launch products in weeks instead of years, powered by AI and automation. Backed by leading investors including Goldman Sachs, Hedosophia, NEA, Valar, and 8VC, we are helping an entire industry move faster and deliver on its promise.

About the Team

Bestow's TPA Operations Team comprises Customer Experience (CX), Customer Experience Operations (CXO), and New Business & Underwriting Support (CM). We own the systems, processes, and performance mechanisms that allow Bestow to serve customers and carrier partners at scale. We are a high-trust team of 160 people where ownership is real, reporting directly to the VP of TPA Services.

What You'll Do

We are seeking a highly organized, technically fluent Sr. Operations Manager to serve as the operational right hand to our operations leadership. You will be trusted with high-stakes, ambiguous work where the path forward is not always defined.

Operational Insight & Reporting

• Performance Visibility: Own the reporting layer for the operation, building and maintaining dashboards, trending analyses, and performance reviews.
• Diagnostic Analysis: Move past "what happened" to "why," using data to isolate root causes in efficiency, capacity, quality, and customer outcomes.
• Capacity & Efficiency: Partner with workforce planning on forecasting, staffing, and productivity analysis.

Systems Ownership & Configuration

• Platform Administration: Serve as a hands-on administrator for operational and telephony systems (routing, skilling, queue design, IVR, self-service flows, user config).
• Change Execution: Scope, configure, test, and deploy system changes with an eye toward reliability and validate impact after the fact.
• Technical Partnership: Work directly with Engineering and Product to unblock dependencies and define requirements.

Process Improvement & Program Execution

• End-to-End Implementation: Own improvement initiatives from problem definition through rollout and measurement.
• Follow-Through Mechanism: Be the accountability layer across partner and planning forums, tracking commitments to closure.
• Enablement & Scaled Delivery: Work directly with partners and vendors to scale tools and operations.

AI & Automation

• Applied AI: Identify where AI and automation can remove manual effort, improve quality, or expand team coverage.
• Practical Fluency: Use AI tooling as a daily part of your own workflow to accelerate analysis, documentation, and execution.

Who You Are

• Experience: 5–7 years in operations, business operations, service delivery, or a similar execution-focused role with increasing scope.
• Industry Knowledge: Direct experience in insurance (life insurance, policy administration, underwriting, carrier/distribution operations) or adjacent fintech/regulated industries.
• Execution Velocity: A demonstrated bias toward action and shipping iterations quickly.
• Organization & Follow-Through: Ability to bring structure to ambiguity with clean documentation and rigorous tracking of commitments.
• Technical Skills: Advanced Excel/Google Sheets, working proficiency in SQL, hands-on configuration of operational platforms (CRM, contact center, ticketing, WFM), familiarity with BI tools, and practical AI/LLM tool experience.