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Sr. Director, Customer Experience Operations

Soho, New York | Customer Experience | Full-time

We’re looking for a Sr. Director, Operations to help lead and scale Lemonade’s world-class Customer Experience team. In this role, you’ll hire and coach an elite team of specialists to maintain a high level of customer satisfaction.  

Our ideal candidate is data-driven, but also understands the importance of empathy and compassion. Do you love helping others more than anything else? Are you detail-oriented, and an exceptional communicator? If so, this one might be for you.

Please only apply if you have experience in scaling teams into the hundreds, and have previously coached and inspired a team of 100 or more employees.

Requirements
  • Experience maintaining company culture and employee satisfaction at any size
  • Experience building and operationalizing a successful team that is filled with positivity, kindness and accountability
  • Extensive knowledge of customer service principles and practices
  • Solid understanding of tech startup culture
  • Strong interpersonal skills, and a passion for creating the best customer experiences on the planet
  • Experience with HR policies, office and facilities management - a plus
About Lemonade

Lemonade is a licensed insurance carrier offering renters, homeowners, life, and pet insurance in the United States, contents and liability insurance in Germany and the Netherlands, and renters insurance in France. We’re powered by artificial intelligence and behavioral economics, and driven by social good.

A Certified B-Corp, Lemonade donates unused premiums to nonprofits selected by its community as part of our annual Giveback program. We incorporate our values into everything we do—from our business model to our office culture.