• Own and evolve operating model for the business, driving process change, and adoption of standards and governance • Own and evolve Irth's OKR framework; drive quarterly goal-setting, tracking, and review cadence across all functions • Own and evolve the M&A Framework driving from due diligence to stabilization • Lead the annual planning process with Finance, Sales, Product, and Engineering — translating strategy into executable plans • Design the operating rhythm — leadership syncs, QBRs, Board reporting, and strategic initiative governance • Build performance reporting on KPIs: ARR, NRR, NPS, delivery speed, and workforce productivity • Champion continuous improvement across the Irth Management System (IMS) discipline • Serve as a trusted advisor to the COO and Executive Team on operational health and cross-functional prioritization • Partner with Enterprise IT to ensure the operating model is structured with standard tools and vendors to drive consistent adoption across the organization

Role Description The Operations Coordinator for Carrier Appointments and Contracting is responsible for managing and streamlining the process of onboarding, contracting, and maintaining relationships with insurance carriers. This role ensures compliance with regulatory requirements, facilitates efficient communication between internal teams and carriers, and supports the overall operational efficiency of the organization. How you'll make an impact - Carrier Appointments and Contracting: - Coordinate the end-to-end process of carrier appointments, including application submission, follow-ups, and approvals. - Manage contracting processes with carriers, ensuring all documentation is accurate, complete, and compliant with company and regulatory standards. - Maintain up-to-date records of carrier contracts, agreements, and appointment statuses in the company’s database or CRM system. - Act as the primary point of contact for carriers regarding appointment and contracting inquiries. - Compliance and Documentation: - Ensure all carrier appointments and contracts comply with state and federal regulations, as well as company policies. - Monitor and track licensing and appointment renewals to avoid lapses in compliance. - Assist in resolving compliance issues related to carrier appointments and contracting. - Communication and Coordination: - Collaborate with internal teams, including sales, underwriting, and compliance, to ensure smooth onboarding and contracting processes. - Serve as a liaison between carriers and internal stakeholders to address and resolve issues promptly. - Provide regular updates to leadership on the status of carrier appointments and contracting activities. - Process Improvement: - Identify opportunities to improve the efficiency and accuracy of the carrier appointment and contracting processes. - Develop and implement standard operating procedures (SOPs) for carrier appointments and contracting. - Stay updated on industry trends and best practices to enhance operational effectiveness. - Reporting and Analysis: - Generate reports on carrier appointment and contracting metrics, including turnaround times, compliance rates, and issue resolution. - Analyze data to identify trends and recommend improvements to processes and workflows. Qualifications - Bachelor's degree and 3 years related experience in operations, contracting, or a related role within the insurance or financial services industry. - Familiarity with carrier appointment processes and regulatory requirements (preferred). Requirements - Excellent verbal and written communication skills. - Ability to develop professional relationships with internal and external stakeholders. - Capability to work collaboratively with a team as well as independently, meeting deadlines and delegating when necessary. - Ability to manage/balance multiple priorities. - Seeks to understand team and Branch goals. - Actively seeks to develop professional skills. - Demonstrates composure, stamina, and resilience under pressure. - Constantly seeks to improve personal efficiency and productivity. - Clarifies priorities/requests and follows through on commitments. - Proactively takes on additional responsibilities in support of the team when needed. - Builds knowledge of Gallagher tools, systems, and shared resources. - Willing to go the “Extra Mile” to achieve results that benefit the client, the Branch, and Gallagher. - Proactively approaches issues that could impact client retention. Benefits - Medical/dental/vision plans, which start from day one! - Life and accident insurance. - 401(K) and Roth options. - Tax-advantaged accounts (HSA, FSA). - Educational expense reimbursement. - Paid parental leave. - Digital mental health services (Talkspace). - Flexible work hours (availability varies by office and job function). - Training programs. - Gallagher Thrive program – elevating your health through challenges, workshops, and digital fitness programs for your overall wellbeing. - Charitable matching gift program. - And more...

• Take full accountability for the revenue generated by core service lines; collaborate with Sales to identify market opportunities and expansion paths. • Manage the financial model for service products, ensuring operating efficiency, cost-of-service optimization, and healthy margins. • Define, monitor, and report on key performance indicators (KPIs) including turnaround time, accuracy rates, and unit economics. • Act as the primary internal advocate for the customer experience; success is directly measured by Customer Satisfaction (CSAT) and Net Promoter Scores (NPS). • Operate and improve systematic processes to capture, analyze, and act upon customer feedback. • Use customer insights to prioritize the development of agentic services, ensuring that automation solves real-world client problems rather than just internal efficiencies. • Lead the transformation of services into "agentic" workflows, identifying areas where AI can drive 10x improvements in speed and scalability. • Design and refine the "human-in-the-loop" infrastructure to ensure quality and risk mitigation remain uncompromised as services become more automated. • Own the quality standards for all risk reports and inspection data; implement rigorous auditing systems to ensure company standards.

• Responsible for leading customer retention strategies and frontline save operations to reduce churn and maximize revenue retention • Oversees daily performance of retention teams and ensures execution of effective save strategies • Partners cross-functionally to enhance customer experience • Manages daily operations, KPIs, and agent performance (conversion, saves, revenue retained, QA) • Implements and enforces retention playbooks and offer strategies • Diagnoses performance gaps and drives corrective actions • Analyzes reporting, dashboards, and call listening to identify trends and root causes • Partners with Marketing, Analytics, CX, and Product to refine offers, messaging, and save strategies • Understands customer pain points and churn drivers across the lifecycle • Balances short-term saves with long-term customer experience and loyalty outcomes • Coaches frontline leaders and builds accountability cultures • Leads through change in fast-paced or transforming environments • Familiar with contact center technologies (ACD, WFM, QA tools) and CRM/billing platforms • Incorporates VOC/NPS feedback into operational improvements