Posted:
Position: Operations Manager
Date Posted: 3 August 2026
Industry: Insurance Technology / Customer Experience Operations
Employment Type: Full-Time (Remote)
Experience: 4+ years in Customer Experience or Operations roles, including 2+ years of hands-on experience with customer service automation tools
Qualification: Bachelor’s Degree in a related field
Salary: $100,000 – $115,000 per year + Equity & Benefits
Location: REMOTE, United States
Company: Lemonade
Description:
Lemonade is seeking an experienced Operations Manager to help design, manage, and optimize automation systems that enhance customer experience at scale. This remote role sits within the Customer Experience organization and focuses on leading automation initiatives involving LLM pipelines, robotic process automation, and cross-functional technology projects.
The ideal candidate will have a strong operations background, analytical mindset, and enthusiasm for AI-driven solutions. This position requires someone who can manage complex projects, transform data insights into actionable strategies, and collaborate with multiple teams to improve customer experience through innovative automation.
Key Responsibilities:
• Lead end-to-end execution of customer experience automation projects, from planning through implementation.
• Manage automation workflows, including LLM pipeline improvements and performance optimization.
• Analyze automation performance data and provide actionable recommendations to stakeholders.
• Partner with engineering, operations, and cross-functional teams to deliver CX initiatives.
• Monitor and improve LLM outputs to ensure accuracy, effectiveness, and alignment with customer expectations.
• Stay updated on emerging AI technologies and industry trends to identify opportunities for improvement.
• Facilitate clear communication between technical teams and business leaders.
Requirements:
• 4+ years of experience in customer experience or operations roles with ownership of projects and initiatives.
• 2+ years of hands-on experience with customer service automation tools, LLMs, and related technologies.
• Experience developing practical AI solutions through innovative approaches such as vibe coding is preferred.
• Strong builder mindset with the ability to contribute to AI-driven systems.
• Excellent analytical skills with the ability to convert complex data into business decisions.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Bachelor’s Degree in a relevant field.
• Ability to work effectively in a remote environment.
• Strong knowledge of:
• AI Automation and LLM Technologies
• Customer Experience Operations and Process Improvement
• Data Analysis, Reporting, and Cross-Functional Project Management
Benefits:
• Equity compensation.
• Health and wellness coverage.
• 401(k) plan with employer matching.
• 20 paid vacation days.
• Parental leave.
• Career growth and development opportunities.
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