• Improve customer experience and trust: Reduce turnaround time and rework across resignations, conversions, and offboarding journeys, while improving clarity of communication and outcomes. • Increase operational capacity and scalability: Standardize workflows, build automation, and reduce active handling time so the team can handle growth without compromising quality. • Strengthen compliance and risk management: Embed guardrails into processes and tooling to ensure consistent, auditable handling of sensitive employee events across countries. • Enable cross functional execution: Turn lessons learned from cases into actionable improvements with Product, Engineering, and other Lifecycle teams. • Improve visibility and decision making: Build reporting and dashboards that help leaders understand performance, drivers of backlog, and the impact of changes over time.

• Support the Employee Relations and Transitions team on day to day operational challenges. • This includes workflow design, process improvement, tooling, automations, data management, knowledge management, and the creation and maintenance of standard operating procedures. • You are the point of contact for process, data, and tech operational needs across ER&T. • Help accelerate Remote’s adoption of practical, safe AI across ER&T. • Identify high impact use cases, partner with cross functional stakeholders to deliver, and help the team build AI fluency through clear guidance, playbooks, and guardrails. • Reporting to the Senior Manager, Lifecycle Operations: Employee Relations & Transitions.

DescriptionAbout Empathy Empathy is transforming the way families navigate life’s most difficult times - from the loss of a loved one to other major life transitions. By combining technology with compassionate human care, we bring clarity, comfort, and peace of mind when it matters most. We partner with leading employers, insurers, and financial institutions to deliver meaningful, human-centric support at scale. Today, Empathy supports over 50 million people across the US, Canada, and the UK. Backed by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph and Entreé Capital. We've raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide. In this role you willAbout the Team The Distribution Operations Manager is a strategic, central role supporting Empathy’s entire North American Distribution organization. This role drives operational excellence, scalable training, and cross-functional coordination to ensure the Distribution team is equipped to effectively engage advisors, support partners, and accelerate adoption of Empathy-enabled solutions. Rather than supporting individual territories, this role operates as a hub across Distribution, building repeatable processes, standardized training programs, and consistent communication frameworks that elevate performance across all partners, carriers, and advisor segments. You will collaborate closely with Distribution Leadership, External Wholesalers, Client Success, Field Marketing, and Business Development to ensure alignment, visibility, and execution at scale. This role reports to the VP, Account Partnerships & Distribution. Key Responsibilities Distribution Operations & Coordination - Serve as a central operational partner to the Distribution organization, ensuring consistency in workflows, communication, and execution across all regions and partners. - Support execution of national distribution priorities, partner initiatives, and go-to-market strategies. - Establish and maintain communication rhythms to ensure visibility into activities, priorities, and performance across the team. - Help drive KPIs, activity standards, and success metrics across Distribution, including outreach, follow-up SLAs, reporting accuracy, advisor engagement, and partner activation. - Ensure all advisor and partner interactions adhere to regulatory standards and internal guidelines. Training & Enablement (Core Focus) - Design and implement a scalable training framework for distribution partners (agents/advisors) across all tiers. - Lead new partner launch training, including national webinars for newly onboarded carriers and their advisor networks. - Deliver ongoing training programs, including quarterly updates tailored to Tier 2 and Tier 3 audiences. - Partner with Distribution Leadership to identify training gaps and continuously evolve content and delivery methods. - Support high-volume demo demand by building scalable solutions (e.g., centralized demos, self-serve resources, or group sessions). - Manage and respond to inbound training-related requests, including: - 6–10 weekly demo requests via HubSpot - Inbound calls and emails from partner advisors (e.g., carrier-driven support expectations) - Maintain expert-level knowledge of Empathy’s solutions and their integration with carrier products to effectively educate advisors. CRM, Reporting & Insights - Maintain high-quality CRM data (Salesforce preferred), ensuring accurate capture of advisor interactions, training activity, and partner engagement. - Build and manage dashboards, KPI tracking, and reporting to provide visibility into Distribution performance. - Develop targeted outreach and training cadences using CRM and sales enablement tools. - Track advisor adoption, engagement, and beneficiary activation trends; translate insights into actionable recommendations. Demo & Advisor Support Infrastructure - Create and manage a centralized demo and advisor support system to handle inbound demand efficiently. - Develop scalable resources (e.g., recorded demos, training libraries, FAQs) to reduce manual lift on the Distribution team. - Ensure timely follow-up and high-quality advisor experiences across all inbound channels. Event & Training Program Coordination - Coordinate logistics and execution for national webinars, training sessions, CE events, and partner-facing programs. - Partner with Field Marketing to ensure alignment on materials and messaging (without owning content creation). - Track attendance, engagement, and outcomes to inform future programming. Cross-Functional Collaboration - Act as a liaison across Distribution, Client Success, Marketing, and Business Development to ensure seamless partner and advisor experiences. - Support alignment between partner needs, field feedback, and internal priorities. Operational & Administrative Support - Support budget tracking, training program logistics, and operational processes tied to Distribution initiatives. - Assist in preparing presentations, training materials, and reporting summaries for leadership and partners. RequirementsWhat We’re Looking For - 3+ years of experience in sales operations, training & enablement, internal wholesaling, or distribution support within insurance or financial services. - Proven experience designing and delivering scalable training programs for advisors, agents, or sales teams. - Strong understanding of carrier distribution models, advisor workflows, and product integration. - Experience managing high-volume inbound requests (demos, calls, email) with a focus on scalability and efficiency. - Proficiency in CRM systems (Salesforce preferred) and building dashboards, reporting, and outreach campaigns. - Strong project management skills with the ability to manage multiple initiatives simultaneously. - Excellent communication and presentation skills, with confidence training both small groups and large audiences. - Highly organized, detail-oriented, and proactive in a fast-paced environment. - Collaborative mindset with a focus on enabling team-wide success. - Proficiency in Excel/Google Sheets, PowerPoint/Keynote, and communication tools (Zoom, Slack, etc.). - Passion for operational excellence, process improvement, and mission-driven work. - Based in NYC and able to work from our W 22nd street office 3 days per week The salary for this position ranges between $100,000 - $120,000 which includes base salary and variable components. This is decided based on many factors, including but not limited to: skills, qualifications, and geographic location. In addition to base salary, we are proud to offer stock options in the company and a competitive benefits package. To support our employees, we offer comprehensive benefits both in and out of the office. These include premium healthcare, comprehensive paid time off, and flexible parental leave. Our bereavement care includes premium access to the Empathy platform and support for employees and their families. We support financial wellness with a company-sponsored 401(k) plan and up to a 4% employer match, along with competitive stock options. With annual retreats, team lunches for our NYC office, and a remote employee stipend, we prioritize spending time together and investing in our people. We hope you will want to join our exceptional team!

• Manage day-to-day business operations including performance, billing, and PNL • Weekly syncs with Operations Managers and Team Leads • One on one coaching and development with team members as needed • Meet with Senior Management and clients to continue business growth • Responsible for interviewing Operations Managers, Team Leads, and Quality Analysts • Promote department culture • Ensure that KPIs are being met and solve business problems through innovation