Description

As a Senior Operational Excellence Specialist, you will be at the heart of our business transformation. You will analyze our current processes, identify opportunities for improvement, and implement sustainable changes that increase efficiency, reduce costs, and enhance the experience for our customers and employees. By researching best practices and using data-driven insights, you will help us innovate and find new ways to leverage technology and process improvements. This role is perfect for a strategic thinker who can also execute detailed plans and inspire change across the organization.

Position Compensation Range:

$68,000.00 - $113,000.00

Pay Rate Type:

Salary

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Drive Tangible Results: Develop and implement solutions that generate revenue, save costs, and create a better customer and employee experience.
• Innovate and Implement: Act as a Collaborative Change Champion, partnering with field teams to introduce and embed innovative solutions by leveraging process, people, and technology.
• Enhance Customer Experience: Use your Digital & Tech Acumen to identify how new technologies can be leveraged to improve processes and elevate the customer journey.
• Think Strategically, Act Tactically: As a Strategic & Tactical Thinker, you will not only develop high-level strategies but also create and execute the detailed plans to bring them to life.
• Champion Continuous Improvement: Utilize continuous improvement methodologies to map current processes, eliminate waste, and ensure every step adds value.
• Lead and Influence: Act as a key change agent, using your project management skills to organize and coordinate operational excellence initiatives with cross-functional teams.
• Digital & Tech Acumen: Possesses strong experience in leveraging digital tools and technology to drive process improvements and enhance customer experience.
• Collaborative Change Champion: Eager to partner with our field teams, acting as a change champion to drive the adoption of new processes and strategies.
• Strategic & Tactical Thinker: Demonstrated ability to not only develop high-level strategies but also to define and execute the tactical steps required to implement them successfully.
• Process-Oriented & Lean-Minded: You have a natural inclination to analyze, streamline, and document processes using lean methodologies. You're skilled at identifying inefficiencies and implementing improvements that enhance workflow and drive measurable results.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions and support.
• Proven ability to collaborate with and influence change in others, from team members to leadership.
• Strong experience in building relationships and communicating effectively at all levels.
• Experience managing and leading large, complex projects.
• A strong process-oriented mindset with expertise in lean methodologies, process mapping, and workflow analysis.
• Experience leading and facilitating groups to achieve common goals.

Licenses & Travel

• Required: Must hold active Property & Casualty (P&C) and Life & Disability (L&D) licenses in your resident state.
• Travel: This is a field-focused position, requiring you to spend approximately 80% of your time collaborating directly with Agents, Agency Staff, and customers. Occasional travel (10%) to an office location will be required for team meetings, training, and other in-person engagement events.

 

Additional Information

• Offer to selected candidate will be made contingent on the results of applicable background checks

• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions

• Sponsorship will not be considered for this position unless specified in the posting

In this primarily field-based role, you will spend 80% of your time (4+ days per week) working in the field, directly interacting with customers, Agents, Agency Staff, etc. On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events.

#LI-Remote

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.