Role Description This is an exciting opportunity for a detail-oriented, strategic operator to play a pivotal role in a rapidly expanding insurance group. As we continue our aggressive agency acquisition strategy, we need an Operations Manager for our integrations department who can bridge the gap between "newly acquired" and "fully integrated." You will help architect our operational infrastructure, ensuring that as we grow, our carrier relationships, compliance standards, and licensing remain ironclad and efficient. Key Responsibilities - M&A Integration & Onboarding - The Transition Lead: Act as one of the primary points of contact for newly acquired agencies during the first 90 days. - Workflow Alignment: Standardize operational workflows across different locations to ensure a unified "company way" of doing business. - Tech Migration: Assist IT and management in migrating client data from legacy agency management systems (AMS) to our core platform. - Carrier Management & Relations - Appointment Oversight: Manage the appointment process for all producers across multiple carriers, ensuring no gaps in binding authority. - Contract Optimization: Review carrier contracts and profit-sharing agreements to maximize overrides and bonuses across the consolidated book of business. - Relationship Management: Serve as the liaison between the agency and carrier field representatives. - Licensing, Compliance & Regulatory Affairs - License Maintenance: Assist with the tracking and renew corporate and individual resident/non-resident licenses. - Audit Readiness: Assist with internal audit procedures to ensure E&O (Errors & Omissions) compliance and adherence to state insurance department regulations. - General Operations & HR Support - Vendor Management: Consolidate and manage relationships with third-party vendors (IT, office supplies, janitorial). - Policy & Procedure: Maintain the employee handbook and operational SOPs (Standard Operating Procedures). - Reporting: Develop and monitor Key Performance Indicators (KPIs) related to agency productivity and operational health. Qualifications - 5+ years in insurance operations or agency management. - Prior experience in an M&A or high-growth environment is highly preferred. - Deep understanding of NIPR (National Insurance Producer Registry) and state-specific licensing requirements. - Advanced knowledge of Agency Management Systems (e.g., Vertafore/AMS360, Applied/Epic, or EZLynx). - Exceptional project management skills and the ability to manage multiple moving parts without losing focus on the fine print. Benefits - Major Medical Health Insurance – Robust medical coverage with employer contributions toward premiums. - Voluntary Benefits – Access to dental, vision, supplemental life, disability, accident, and other optional coverages.

• Own the day-to-day tracking and progress of clinician credentialing and payer enrollment workflows, ensuring applications move forward accurately and on time. • Identify and resolve blockers across credentialing, enrollment, and re-credentialing processes. • Support clinicians directly by guiding them through credentialing and enrollment requirements and helping resolve missing or incomplete documentation. • Monitor re-attestation, re-credentialing, and ongoing compliance requirements to prevent downstream delays. • Analyze credentialing and enrollment data to surface trends, risks, and opportunities for improvement. • Prepare clear reporting for internal stakeholders, audits, and leadership • Identify process gaps, inefficiencies, or manual work and help implement improvements over time. • Use spreadsheets, dashboards, and internal tools to manage workflows and track performance. • Provide subject matter expertise to Wheel team members and/or clinicians about Wheel’s credentialing and payer enrollment operations, for example answering questions about the process, payer rosters, and credentialing status of clinicians.

• Hire, train, and schedule moderators. • Approve moderator time sheets. • Provide feedback and coaching to moderators. • Perform schedule changes or backfill positions if moderators are unavailable. • Create Zoom links and LMS sessions for upcoming meetings and webinars. • Assist with changes to Zoom links and LMS sessions. • Pull Zoom reports to verify completion. • Process and edit pre- and post-event recordings. • Provide quality assurance for courses to ensure successful execution. • Manage classrooms, including day-of-event support. • Collaborate with the instruction team to resolve classroom-related issues. • Act as a liaison with Customer Service for classroom schedule activations, student enrollments, and completions.

• Serve as a senior product support resource, assisting clients by diagnosing, troubleshooting, and resolving complex technical issues. • Own support cases end-to-end, including investigation, communication, resolution, and follow-up. • Troubleshoot issues across application behavior, data, integrations, and system usage. • Clearly communicate findings, progress, and resolutions to clients and internal stakeholders. • Document support cases, root causes, and resolutions in a structured and consistent manner. • Contribute to internal knowledge bases and troubleshooting guides to reduce recurring issues. • Proactively monitor system health and availability using established monitoring and alerting tools. • Respond to system alerts and anomalies in coordination with TechOps. • Support and validate infrastructure changes to ensure they do not negatively impact clients. • Partner with Engineering, Product, and TechOps to resolve issues and improve product stability. • Perform root cause analysis and recommend preventative measures to reduce support volume.