Job description
In this high-impact role, you’ll steer cross-departmental initiatives that power Lemonade’s Claims, Underwriting, and CX teams. You’ll combine rigorous strategy work—OKR design, analytics, financial modeling—with hands-on operational leadership in process redesign, vendor strategy, and automation rollouts. Partnering daily with Product, Operations, Finance, and Compliance, you’ll turn insights into scalable, tech-enabled solutions that elevate customer experience and drive cost efficiency.
You will report to the Director of Operations in the centralized Customer Operations enablement team, as well as manage an Operations team focused on strategy and execution.
In this role you’ll:
Own the strategy cadence for Customer Ops—defining objectives, road-mapping initiatives, and tracking progress against cost and quality KPIs
Lead cross-functional projects that streamline workflows, expand automation, and unlock efficiency across Claims, Underwriting, and CX
Build executive-ready business cases using rigorous financial analysis and forecasting to influence budgeting and headcount decisions
Translate data into action—partner with Analytics to surface insights and with Product to embed them in tooling and platform enhancements
Develop and execute a holistic vendor strategy covering selection, onboarding, relationship management, and ongoing optimization to maximize value
Rally stakeholders around change—craft crisp narratives, socialize proposals, and ensure smooth execution from pilot through scale
Mentor and develop a lean team of high-caliber operators and analysts, fostering growth and high performance
What you’ll need:
4+ years in strategy, operations, consulting, or program management—experience in tech/SaaS or high-growth environments preferred; P&C insurance a plus
Proven success leading complex, cross-functional initiatives from concept through measurable results
Fluency with data: SQL/BI tools, financial modeling, and the ability to translate metrics into business decisions
BA Degree in Analytics or related field
Passion for AI-driven automation and a track record of operational innovation
Executive-level communication skills—able to distill complexity, influence decisions, and drive alignment across levels and functions
Ability to work 100 % remotely
Enthusiasm about learning and adapting to the exciting world of AI – a commitment to exploring this field is a fundamental part of our culture
Unfortunately, we cannot consider applicants from these states; Colorado, California, Montana, Hawaii, New Mexico and Puerto Rico.
The starting base range for this position is between $130,000 and $150,000 per year. Base pay is one component of Lemonade’s total compensation package, which will also include equity in the form of RSUs, access to healthcare benefits, 401(k) plan with company match, robust PTO, parental leave, and more.
