Customer Strategy & Operations Lead at Pathpoint

Job Description

Pathpoint is building the modern distribution infrastructure for the $120B E&S insurance market. Today, more than 20% of commercial insurance business is placed into the E&S market, yet agents, brokers, and carriers rely on analog, inefficient, and imprecise systems, paperwork, and tools in order to transact. Pathpoint is the only wholesale distribution platform that use technology to connect carriers and agents around the country, streamlining and automating submissions, underwriting, binding, compliance, payments, and service more through technology and and people. All brought to you by a team committed to raising the bar in E&S insurance.

As a member of our Product team, the Customer Strategy & Operations Lead will be responsible for multiple strategic initiatives to improve key client servicing workflows across the business. You will work closely with operations, sales, underwriting, product, and engineering on high impact challenges that enable teams and our customers to do amazing work. We are looking for experience implementing AI solutions and coordinating change management across teams. This is a full time remote role in the US that will help our teams move further and faster, increasing their ability to service a growing user base and book of business.

What You'll Do

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

What we look for

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

Nice to have / willingness to learn

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

What we offer

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

Note: We are unable to provide visa sponsorship for this position at this time. By applying to this job, you confirm that you are eligible to work in the U.S. without requiring visa sponsorship now or in the future. Thank you for your understanding.

Go To Apply