Quility Insurance

• Serve as the first point of contact for employee support requests, providing friendly and timely Tier I and Tier II assistance via our JIRA ticketing system. • Troubleshoot and resolve common issues across Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and other SaaS applications. • Set up and manage user accounts, including provisioning, password resets, and access requests. • Escalate complex issues to senior team members with clear documentation of the problem and steps already taken. • Track, prioritize, and follow up on tickets to ensure issues are resolved and users are kept informed. • Assist with onboarding and offboarding tasks, such as account creation, software setup, access removal, and device management. • Document common issues and solutions to help build out our internal knowledge base. • Stay curious — research solutions independently and grow your technical skills over time.

• Access Management: Provision and manage user access, accounts, and permissions across public and private cloud infrastructure • Operations: Triage and resolve day-to-day infrastructure issues, escalating to senior engineers when appropriate • Deploy and configure infrastructure resources such as virtual machines, app services, containers, storage, and virtual networks • Create and maintain documentation including runbooks, standard operating procedures, and knowledge base articles • Systems Administration & Scripting: Administer and troubleshoot Linux and Windows-based systems across public and private cloud environments • Assist with patching, hardening, and basic performance tuning activities • Write and maintain scripts (PowerShell, Bash, Python) to support routine operational tasks • Support basic monitoring and alerting, escalating issues as needed • Growth Opportunities: Gain exposure to Infrastructure as Code (IaC) development and CI/CD pipeline improvements • Engage in incident response and root cause analysis • Take on security analysis and engineering initiatives • Assist with infrastructure security and compliance efforts aligned to organizational requirements • Shape infrastructure design decisions and identify opportunities to automate operational workflows • Drive progress toward SOC 2 and regulatory compliance objectives

• Lead, manage, and be directly accountable for a team of Scrum Masters across multiple product pods • Conduct regular 1:1s, performance check-ins, and development conversations with each Scrum Master • Establish and maintain standards for Scrum ceremony facilitation, Jira hygiene, capacity reporting, and stakeholder communication across all pods • Facilitate all core Scrum ceremonies (daily standups, sprint planning, reviews, retrospectives, and backlog refinement) • Coach teams and Scrum Masters on Agile and SAFe principles • Proactively identify and escalate risks and roadblocks before they impact delivery • Collaborate with the team on Jira hygiene within your pod(s)

• Translate business and system needs into requirements for cross-functional development teams in an Agile environment. • Identify/gather, analyze, document, validate, and prioritize requirements while acting as a liaison between stakeholders and development teams. • Understand the vision of the product to be developed, document ideas into concrete requirements, and act as a point of contact for any clarification regarding deliverables. • Gather, validate, analyze, document, and prioritize requirements from key stakeholders and SMEs using requirement elicitation techniques. • Document requirements by creating detailed user stories, technical requirements, and acceptance criteria. • Maintain and update documentation throughout the development lifecycle. • Conduct impact analysis for changes across integrated systems and identify dependencies. • Facilitate requirement workshops and refinement sessions with cross-functional teams.

• Build and ship working software as technical lead • Write, deploy, and iterate applications using AI-native tooling • Integrate data science outputs into products with high impact • Own product feedback loop through direct interviews and backlog management • Evaluate project opportunities for financial impact prior to capacity consumption • Develop and manage a team of data scientists for live prototypes

• Own the full program lifecycle for all Lead Operations initiatives • Build integrated program plans including milestones, dependencies, and risks • Facilitate cross-functional alignment across Product, Engineering, Data, QA, Marketing, and Vendors • Define and manage readiness plans and communication cadences • Lead alignment forums, including standups and roadmap syncs • Serve as operational authority for all systems supporting the Leads Marketplace • Identify system gaps, data inconsistencies, and workflow inefficiencies • Monitor platform performance using ingestion, allocation, and conversion data • Build validation frameworks to ensure data and system integrity • Manage operational relationships with vendor partners • Maintain operational roadmaps • Drive standardization, documentation, and automation

• Develop and execute a strategic operational roadmap that accelerates retirement solutions growth • Oversee the full retirement case lifecycle • Serve as the primary operational liaison with internal departmental leaders • Lead structured, recurring carrier governance meetings • Elevate the retirement submission experience for advisors and agency leaders • Drive measurable impact by increasing retirement product placement ratios

• Conduct user research with stakeholders to gather insights into user behavior and preferences. • Create wireframes, prototypes, and mockups to visualize design concepts and interactions. • Plan and conduct usability tests to evaluate the effectiveness of designs. • Work closely with cross-functional teams to ensure design aligns with constraints.

Role Description The Engagement Associate plays an important role in helping new agencies and agents successfully onboard and begin writing business. This position supports the onboarding and contracting process by coordinating requirements, tracking progress, and helping resolve operational questions. In this role, you will work closely with internal teams, carrier partners, and agencies to ensure onboarding steps are completed efficiently and accurately. The Engagement Associate helps maintain clear communication, organized records, and smooth coordination throughout the contracting process. This is a great opportunity for someone who enjoys organization, problem solving, and supporting operational workflows in a fast-paced environment. - Support the onboarding and contracting process for new agents and agencies. - Track onboarding progress and follow up on outstanding requirements. - Maintain accurate records related to onboarding, hierarchy setup, and contracting status in internal systems. - Monitor shared inboxes and communication channels and respond to agency and agent inquiries. - Provide guidance on onboarding steps, contracting requirements, and internal processes. - Assist with reporting and documentation related to onboarding progress and agency readiness. - Escalate complex issues to Engagement Specialists when needed. - Help maintain organized internal documentation and onboarding resources. - Collaborate with internal teams to ensure agencies are ready to begin writing business as quickly as possible. Qualifications - While this role is remote, candidates without prior onboarding, contracting, or insurance operations experience must be located within commuting distance of the office to participate in in-person training during the initial onboarding period. - 0–2 years of experience in administrative support, operations, customer service, or coordination roles. - Strong organizational and communication skills. - Ability to manage multiple tasks while maintaining attention to detail. - Experience working with internal systems or CRM platforms is helpful but not required. Supervisory Responsibility This position has no supervisory responsibilities. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. - This is largely a sedentary role; however, building access is limited to two sets of stairs and may require lifting or moving objects up to 30 lbs. - The employee is frequently required to sit for long periods of time. - Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Position Type and Expected Hours of Work This is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Own and prioritize the product backlog for life insurance and annuity agency management solutions, ensuring alignment with business objectives and regulatory requirements. • Collaborate with Sales/Distribution, Operations, Compliance, Finance, BI, UX and IT teams to define and refine product requirements supporting life and annuity sales, servicing and agency management workflows. • Facilitate backlog grooming, user story development, and acceptance criteria definition in an Agile environment. • Translate complex life and annuity business needs into well-defined user journeys, functional requirements, user stories, and workflow designs. • Drive product capabilities across key areas including: Agent recruiting, onboarding, contracting, and licensing, Illustrations and product comparison, Application intake (eApp and hybrid), Underwriting and requirements management, Suitability and best interest workflows, Policy issuance, delivery, and funding, Post-issue servicing and in-force management, Agency practice and performance management, Commissions, advances, chargebacks, and reporting. • Participate in Agile ceremonies including sprint planning, backlog refinement, reviews, retrospectives, and demos. • Partner closely with engineering and UX teams to ensure solutions are intuitive, scalable, and aligned with real-world agent and operations workflows. • Work with QA teams to ensure testing strategies adequately cover critical life and annuity business scenarios, compliance rules, and edge cases. • Support user acceptance testing (UAT), partnering with sales, underwriting, and operations teams to validate new capabilities prior to release. • Monitor product performance, adoption, and operational metrics to identify opportunities for continuous improvement. • Stay current on life insurance and annuity industry trends, carrier practices, and regulatory changes impacting product design and distribution. • Lead Voice of the Customer initiatives with our sales/distribution partners to ensure we continually received feedback and insights from our core cohorts.