Director of Product, Conversational AI

About Ethos

Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

About the Role

Every decade or so, a new communication medium reshapes how consumer companies meet their customers. Email rewrote direct response. SMS collapsed the distance between brand and human. Conversational AI is the next medium — and the companies that win it will be the ones that shape its native voice early, not the ones that paste the old playbook into a new pipe.

We are standing up the Conversational AI function at Ethos to do exactly that, for one of the most personal and emotionally loaded purchases a family ever makes: life insurance. You will be the single-threaded owner of Conversational AI at Ethos. You will not just "manage a roadmap." You will define what an AI-led conversation sounds like in regulated financial services and build the playbook for it. If you have ever wanted to be early to a medium the way the best lifecycle leaders were early to email or SMS, this is that moment.

Duties and Responsibilities

Shape the Medium

• Narrative Architecture: Define what an Ethos AI conversation actually sounds like — the tone, the cadence, the openings, the objection handling, the moments of empathy. You own the editorial sensibility for every word the bot says.
• Channel Strategy: Decide where conversational AI fits inside the broader customer journey across call, text, email, and human agent. You will not let it become a siloed experiment.
• Cross-Medium Continuity: Own the product experience where a conversation can start as a call, continue as a text, and hand off to a human — without the customer ever feeling the seams.

Own the Conversational AI Roadmap

• Vision & Strategy: Own the multi-year vision for how Ethos talks to customers — across voice and text, across inbound and outbound, across every product line. You will publish and defend this roadmap with leadership and engineering.
• Opportunity Sequencing: Decide which customer segments, products, and call types we attack next, backed by unit economics. You will partner with Strategy & Ops to size each bet and defend the sequencing.
• Build vs. Buy vs. Partner: Own the calls on where we differentiate versus where we commoditize across the stack. Protect engineering time for the work that creates durable advantage.

Ship the Platform, Segment by Segment

• Segment-by-Segment Launches: Drive end-to-end launches across our customer segments — ANA, Win-Back, Pre-Approved, Choice, Whole Life — including script design, guardrails, QA, compliance sign-off, and gradual traffic ramp.
• Conversational Craft: Obsess over the moments that make or break a conversation — the first three seconds, the silence, the barge-in, the warmth in the voice, the smooth transition from bot to human. This is product craft expressed in dialogue.
• Seamless Handoff: Design the moment where the AI passes the customer to a human agent — with full context, full transcript, and zero repeat-yourself friction. This is where most voice AI products die; you will not let it die here.

Evaluation, Quality, and the Feedback Loop

• Eval Infrastructure: Own the evaluation infrastructure and feedback loop for conversational AI, ensuring continuous improvement and quality.