Process Improvement Analyst - Business Operations

Role overview

Work arrangement

• Hybrid role combining in-office and remote work, with meaningful on-site presence expected for collaboration and business needs.

Responsibilities

• Analyze processes, workflows, and customer interactions to identify service, quality, efficiency, and employee effectiveness improvements.
• Use data to identify trends, inefficiencies, bottlenecks, and improvement opportunities.
• Document current- and future-state processes and support scalable solutions.
• Develop and execute improvement initiatives with operational leaders and stakeholders.
• Support projects through requirements gathering, documentation, action tracking, communication, and status reporting.
• Coordinate testing, validation, and implementation of process and technology improvements.
• Develop and report operational KPIs and metrics.
• Support technology, automation, and AI initiatives, including adoption and outcome measurement.
• Maintain process documentation and operational resources; assist with change management, training, and communication.

Qualifications

• Bachelor's degree in Business, Operations Management, or a related field.
• Generally, at least 3 years of experience in process improvement, business operations, project coordination, operational analytics, or a related field.
• Customer service or call center experience is preferred.
• Insurance experience is preferred.
• Completion of or progress toward Lean, Six Sigma, Lean Six Sigma, or a similar professional process improvement designation is preferred.

Benefits

• The posting describes medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, tuition reimbursement, paid time off and holidays, 401(k) matching, stock purchase, and commuter benefits for eligible employees.