The Company  

Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Uber, Hopper, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.

Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are

Bold, Authentic, Purposeful and Inspired

Our People are not

Perfect, Traditional, Complacent or Cautious

About the role

We are seeking a data-driven strategist to architect our global "Operational Command Center." This role goes beyond manual scheduling; you will be responsible for turning fragmented data into a unified capacity model that ensures the right resources are deployed at the right time across all insurance verticals.

What will your day look like? You will...

• Own the Forecast: You’ll build and maintain the capacity models that dictate how we hire. This means looking at everything from tomorrow’s intraday spikes to 18-month strategic plans, while accounting for new product launches and seasonality. 

• Performance Accountability: You’ll deliver the daily scorecards that tell our Team Managers how they’re actually performing. You’ll be a partner to our Claims Managers, helping them identify productivity gaps and clear backlogs before SLAs start to slip.

• Bridge the Data Gap: Our data is currently fragmented. You’ll be the primary stakeholder for our Data  & Product teams, defining exactly what we need to build a "single source of truth" for volume and headcount.

• Strategic Planning & Financial Rigor: You’ll be the voice of Ops in the room with Finance and People teams. You’ll translate volume forecasts into clear hiring plans and support "Cost per Claim" models that prove our operational leverage.

• Build the Talent Pipeline: Partner with the People team to design a seamless onboarding journey. Your goal is to move away from reactive hiring by maintaining an "always-on" pipeline of pre-vetted talent that matches our future growth.

• Master Skills-Based Routing: Work with our Training teams to map out agent skill sets. You’ll ensure our onboarding and routing strategy aligns with the unique needs of our different verticals, whether that’s Travel, Logistics, or Retail.

• Predict Attrition: Don't wait for a resignation to react. You’ll develop models to forecast turnover by region and vertical, allowing us to hire proactively so vacancies never compromise our service levels.

• Guard the "Shrinkage Budget": You’ll own the schedule for training, coaching, and meetings. You’re the one who decides when the team can step away for development without the wheels falling off the operation.

To help us level up, you'll ideally have:

• 5+ years in WFM or Strategic Operations in high-growth tech; you’ve scaled a team from "spreadsheets" to "systems."

• You don't just run reports; you understand the math behind capacity modeling, including seasonality, trend analysis, and attrition forecasting.

• You can speak the language of Data Engineers (SQL, BI schemas) to help build the "Single Source of Truth" you need.

• Experience managing multi-million dollar headcount budgets and a proven track record of managing global BPO partnerships.

• Deep experience with WFM platforms (Tymeshift/Zendesk) and the ability to act as the primary Admin/Architect for these tools.

• Exceptional communication skills with the confidence to defend staffing needs to Finance and push back on Claims Leaders when productivity dips.

• You thrive in "fail-fast" environments and view a "Black Swan" event as a puzzle to be solved, not a crisis to be feared.

Why Cover Genius?  

Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?  

• Flexible Work Environment - Our teams are hybrid. We work from home on a Wednesday and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.

• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.

• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.

• Social Initiatives - pictures speak a thousand words!

Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat!

* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.