About this role
We’re looking for an inspiring and strategic CX leader to drive the success of Lemonade’s newest product, Car insurance. This leadership position will play a pivotal role in shaping a product that’s core to the company’s future growth. We’re seeking someone who has a track record of inspiring teams, partnering across the business, and driving performance and KPIs with clarity and momentum.
As a Senior Manager of Customer Experience, you’ll report to the Director and work closely with a diverse mix of individual contributors, from Product to L&D, and all levels within CX. We’re looking for someone who leads with independence, proactively seeks out solutions, and thrives in fast-changing environments. In this role, you’ll guide a high-performing team, driving outcomes that elevate the customer journey, strengthen operational excellence, and push KPI performance to new heights.
In this role you'llLead, inspire, and develop a team of CX professionals, fostering a culture of accountability, growth, and high performance
Use data to identify emerging trends, inform strategy, and guide team focus toward the most impactful customer and business opportunities
Drive operational excellence across key CX processes for Car, ensuring accountability, consistency, efficiency, and quality at each touchpoint
Partner closely with Product, Underwriting, Operations, and cross-functional business leaders to shape workflows, launch improvements, and align on unified outcomes
Collaborate with partner teams to ensure your team has the training, support, and insights needed to deliver exceptional service
Champion customer feedback, translating insights into action and helping influence the broader strategy of Lemonade Car
Report on CX KPIs, performance trends, and strategic initiatives to senior leadership, informing decisions that move the business forward
What you'll need4+ years of experience in a managerial or senior supervisory role, preferably within customer experience or P&C insurance, personal auto experience, a plus
Bachelor’s degree in Business, Communications, Insurance, or a related field
Demonstrated success leading teams, coaching performance, and creating an environment where people thrive
Experience managing a team of 5+ direct reports
Strong analytical skills with the ability to identify patterns, diagnose issues, and guide data-backed decisions
A track record of partnering effectively with cross-functional teams toward shared goals
Excellent organizational, communication, and leadership skills, with a passion for both people and process
Ability to work and manage in a remote environment
Enthusiasm about learning and adapting to the exciting world of AI – a commitment to exploring this field is a fundamental part of our culture
*Please note that we are unable to sponsor applicants for work visas
Unfortunately, we cannot consider applicants from these states; Colorado, California, Montana, Hawaii, New Mexico and Puerto Rico.
Lemonade's US base salary range for this full-time position is $85,000 - $100,000 plus equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Speak to your recruiter to hear more about the specific salary range for your preferred location.
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