• You monitor roadside assistance cases in real time to ensure high service standards and fast response times across markets • You manage escalations efficiently, coordinating solutions with internal teams and external partners • You analyze partner performance and service quality to maintain global operational standards • You identify service gaps and drive process improvements to enhance the customer experience during roadside incidents • You collaborate cross-functionally with internal departments and global stakeholders to optimize operational workflows • You support the After Claims Customer Service team with case follow-ups and operational insights

• 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