Operations Support Specialist - Remote

Summary: 

The Operations Specialist plays a crucial role in supporting the P&C Practice’s operational efficiency, ensuring smooth process and procedures, responsible for assisting the team with data management, and supporting end users.  The Specialist will help the National P&C Team be more productive and effective by maintaining responsibility for key assignments, projects, planning, and support.  This role requires a solution-oriented mindset, strong initiative, and the ability to take an idea from initial concept through to delivery. The ideal candidate is a strategic thinker, natural builder, and proactive problem-solver who thrives in a fast-paced environment and is committed to operational excellence. 

Essential Duties and Responsibilities: 

• Complete regular audits of workflows, best practices, and standard processes; update as needed, document findings, and maintain a regular audit cadence. 

• Create and distribute reports to local and national teams; analyze data to determine accuracy, consistency, and actionable insights. 

• Serve as a subject matter expert for questions related to systems, procedures, workflows, and operational resources. 

• Cultivate and deepen relationships with internal and external stakeholders, cross-departmentally and with vendors and carrier partners. 

• Ensure compliance with industry regulations and OneDigital Best Practices; champion data integrity and quality control standards. 

• Engage in operational efficiency initiatives at varying levels — leading projects end-to-end, contributing as a project team member, or owning the operational handoff from project management to ensure successful implementation and sustainment. 

• Provide administrative coordination and project support to the P&C national leadership team. 

• Review data and take actionable steps to maintain accurate records in Applied Epic, including data entry and data clean-up. 

• Own and manage operational tools such as Ennabl; serve as a go-to resource for system fluency, troubleshooting, and team enablement. 

• Lead and manage the consolidation process, ensuring accuracy and efficiency across workflows. 

• Support and coordinate Business Process Outsourcing (BPO) functions, including oversight of outsourced workflows and quality review. 

• Monitor adherence to established procedures and standards; identify line-of-business challenges and follow through to resolution. 

• Identify training opportunities and partner with the Learning & Development team to design and coordinate training solutions. 

Qualifications, Skills and Requirements: 

• Team-oriented with the ability to work collaboratively across different areas of the organization to support operations. 

• Self-motivated, able to manage multiple priorities and a large workload, and thrive in a fast-paced environment. 

• Proactive, flexible, and adaptable to different personality types and working styles. 

• Well organized, detail-oriented, and able to multi-task and prioritize work effectively. 

• Excellent communication skills, both written and verbal; demonstrated ability to build trust and maintain relationships. 

• Strong attention to detail with demonstrated analytical, technical, and computer skills. 

• Innovative and curious mindset — consistently seeks opportunities for improvement and brings creative solutions. 

• Solution-oriented drive: approaches challenges strategically, thinks outside the box, and follows through on ideas. 

• Builder mentality: excited by the opportunity to build and improve processes from the ground up with a strategic, long-term focus. 

• Self-starter with strong resourcefulness and the ability to work independently with minimal direction. 

• Highly organized with the ability to juggle competing priorities while remaining flexible and focused. 

• Comfortable analyzing reports, tracking performance metrics, and identifying trends or potential issues. 

• Commitment to long-term professional development, including lifelong learning and certifications. 

• Previous experience in a customer support or operations role is a plus. 

Education, Training and Experience: 

• An undergraduate degree or equivalent work experience. 

• 3 to 5 years of experience within the P&C industry, preferably in P&C agency operations. 

• Proficient computer skills including Excel, Word, and PowerPoint. 

• Project management and time management skills; ability to drive initiatives from concept to completion. 

• Active Property & Casualty license or prior experience working within the P&C industry. 

• Previous experience in P&C platforms (e.g., Applied Epic) is a plus. 

• Familiarity with agency tech stacks, automation tools, or data reporting/KPI tracking methodologies is a plus.