Associate Operations Manager

Role Overview

Associate Operations Manager within Lemonade’s CX organization. You’ll help build and run automation systems that power customer experience at scale, leading cross-functional projects involving LLM pipeline optimization and robotic process automation.

Responsibilities

• Lead end-to-end execution of CX automation projects (from sprint planning through pipeline updates) aligned to customer experience goals
• Own reporting on automation performance, identify trends, and translate data into actionable recommendations for team and stakeholders
• Partner with cross-functional teams to implement CX initiatives; align on objectives and remove blockers
• Monitor and optimize LLM pipeline outputs to keep responses effective, accurate, and aligned with desired customer sentiment
• Stay current with emerging technologies and industry shifts; bring forward recommendations to keep automation ahead of the curve
• Facilitate clear, consistent communication across teams (engineering, ops leaders) so everyone understands what’s being built and why

Requirements

• 2+ years in customer experience or operations with real ownership of projects and cross-functional initiatives
• Hands-on familiarity with customer service automation tools, including LLMs and related technologies
• Proven ability to lead and develop a team, with strong interpersonal and mentoring skills
• Strong analytical skills to turn messy real-world data into decisions
• Strong organizational skills to manage multiple workstreams
• Bachelor’s degree in a related field
• Ability to work in a remote environment

Notes

• No work visa sponsorship available.
• Applicants cannot be considered from: Alaska, California, Colorado, Montana, Hawaii, New Mexico, and Puerto Rico.