• Provide guidance to teammates across the retail insurance organization, and to 3rd party vendors • Manage projects geared toward meeting operational goals • Add efficiency and drive excellence in client service and agency operations

• Oversee order fulfillment, order review, and compliance-related processes to ensure timely and accurate results • Evaluate department efficiencies and implement workflow strategies that optimize resources, reduce friction, and support SLA and quality commitments • Partner closely with the Compliance team to interpret requirements and adapt workflows to maintain alignment with regulations and industry standards • Oversee the collection, analysis, and reporting of quality and productivity data to drive informed decisions and performance • Ensure escalations are addressed timely through effective collaboration with other departments to maintain service reliability • Identify and resolve operational bottlenecks and streamline procedures • Foster a positive team culture through strong communication, training, mentoring, and support for continuous learning • Guide and coach Records Specialists through performance management, expectation setting, and ongoing development to support professional growth and consistent policy adherence

• Work with a cross-functional team to define and document canonical business terms, metrics, and entities • Maintain a lightweight data catalog and ensure definitions stay up to date as systems evolve • Support alignment across teams on how key data is interpreted and used • Help operationalize governance practices so they’re easy to follow and actually adopted • Work closely with BizTech, Analytics, and business stakeholders to understand data needs • Answer questions about system data and metric definitions • Contribute to improving documentation and shared understanding of our data ecosystem • Write SQL to build and maintain operational datasets and reports for core business systems and data flows (e.g., Salesforce, Marketo, lead management, order management) • Identify data anomalies, inconsistencies, or breaks in expected behavior and help diagnose root causes • Partner with business system owners to improve data reliability and observability • Monitor data quality and system health through automated checks and recurring reporting

• Manage and forecast intraday arrivals for volume, AHT, and shrinkage • Create and maintain the intraday plan • Analyze enterprise volume and staffing levels • Review schedule change requests and communicate approvals • Lead weekly short-term capacity calls • Document and train others on workforce management systems