As a Technical Operations Associate in the Customer Operations organization, you will serve as an expert on our internal tools and processes while working closely with Product, L&D, and Customer Operations leadership.
You’ll collaborate with Lemonade Product teams in the development, release, and adoption of product releases that impact the Customer Operation. In this role you’ll monitor the roadmap execution against critical operational targets, own the product feedback cycle with business partners in Product, Customer Operations Leadership and ultimately work in lock step with product to ensure the success of new releases.
We believe three things matter for every role at Lemonade: drive to push through challenges, efficiency that keeps standards high while moving fast, and adaptability that lets you pivot with data and AI insights. These aren't buzzwords, they're how we actually work.
Our AI-first approach isn't just a tagline either. We're building the future of insurance with AI at the center, and we need people who are genuinely excited to learn and grow alongside these tools.
Monitor product roadmap to ensure timely execution of critical releases
Coordinate with Product to inform and champion product releases (emphasis on driving the adoption of product releases in our internal CRM)
Influence product solution design through providing feedback early and often in tech spec creation
Own the feedback cycle with Customer Operations Leadership & Product business partners
Surface, address, and escalate release-related bug reports to resolve issues impacting team efficiency quickly
Lead and own the feedback cycle for Customer Ops EU
Schedule regular syncs with key Product Partners
Participate in Product team meetings
Execute product-release playbook to navigate change management
Technical Product Fluency: 2+ years of experience in a technical operations, high-level claims, or specialized customer experience role (fintech or insurtech experience is a huge plus).
Subject Matter Expertise: Deep proficiency in managing complex ticketing systems and/or navigating end-to-end claims or support lifecycles.
Operational Mindset: A proven track record of using process mapping and technical solutions to solve problems.
Project Management Skills: The ability to juggle multiple stakeholders and deadlines without breaking a sweat.
Communication Mastery: You can explain a complex technical bug to a non-tech audience and a customer pain point to an engineer with equal clarity.
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