• Provide first-level technical support via phone, email, or remote tools • Install, configure, and maintain software and hardware • Manage user accounts, including password resets and access permissions • Troubleshoot and resolve issues related to networks, systems, and applications • Diagnose and escalate complex technical problems when necessary • Document incidents, resolutions, and processes in ticketing systems • Gather and analyze user information to identify and resolve issues efficiently

Role Description The Premium Audit Senior Manager leads premium audit operations, driving strategy and scalability across the full audit lifecycle. This role is responsible for ensuring regulatory compliance, operational excellence, and an exceptional experience through streamlined workflows and consistent audit integrity. By spearheading cross-functional initiatives and performance-driven leadership, you’ll ensure the team delivers phenomenal service, while maintaining the agility to simplify complex processes and scale the operation as the business grows. - Operational Execution & Compliance: - Own the full premium audit lifecycle for WC and GL lines of business, managing pipelines, backlogs, and reconciliation workflows, while ensuring strict adherence to NCCI, WCIRB, and other state-specific regulatory requirements. - Leadership & Talent Development: - Lead, coach, and develop a high-performing organization of managers and QA staff. - Quality Assurance & Risk Mitigation: - Spearhead a comprehensive QA program to ensure accuracy in payroll and class codes, utilizing trend analysis to identify systemic errors and lead corrective initiatives. - Strategic Third Party & Financial Management: - Manage external audit vendors by optimizing assignment strategies and performance standards; partner with Finance on spend analysis, budgeting, and cost-optimization across internal and vendor partners. - Customer Experience & Communications: - Continuously enhance the audit customer journey to reduce friction, improve clarity, and increase audit completion rates. - Innovation & Product Partnership: - Serve as the operational lead for audit system automation, partnering with Engineering, Product, Reporting, and Data Science to define requirements, conduct testing, and deploy AI-centric audit tools and features. - Data Strategy & Executive Reporting: - Refine and deliver weekly, monthly, and quarterly reporting on production, quality trends, and organizational performance. - Cross-Functional Collaboration & Issue Resolution: - Act as the owner for state inquiries and internal partners (Underwriting, Reporting, Claims, Compliance) to resolve regulatory escalations and system issues. Qualifications - Bachelor’s Degree (Business, Accounting, or Insurance-related field preferred). - 10+ years of premium audit experience with multi-state WC and GL specialization. - 5+ years of leadership experience, including management of managers and QA teams; strong leadership and mentorship abilities. - Excellent communication, decision-making, and problem-solving skills. - Advanced understanding of NCCI / WCIRB / other state regulatory rules; expertise in class code application, payroll validation, audit documentation, and premium accuracy. - Strong technical abilities and adaptability with varied and evolving technical systems (audit platform, proprietary tech, reporting, LLM, etc.). Requirements - Advanced degree and/or designation (MBA / MS / CPA / etc.). - Experience leading substantial product or technical implementations. - Prior vendor management experience. Benefits - Partially subsidized medical plan. - Fully subsidized vision/dental options. - Life insurance. - Disability insurance. - 401(k). - Flexible paid time off. - Parental leave. - Annual performance-based incentive program.

• Define and maintain enterprise target-state architecture across application, technology, data, and integration domains. • Translate business capabilities and strategic objectives into architecture blueprints, modernization strategies, and multi-year transformation roadmaps. • Establish and sequence enterprise architectural initiatives to support business priorities and technology execution. • Drive alignment of enterprise architecture strategies with cloud-based, SaaS-first, and modern technology ecosystems. • Lead and govern domain-oriented architecture practices, including domain boundaries, ownership models, and interaction patterns. • Partner with data and business architecture teams to support scalable, governed, and high-quality enterprise data architecture. • Define and support enterprise integration strategies, including API-first, event-driven, and messaging-based integration patterns. • Ensure consistent application of architectural principles, policies, standards, and guardrails across initiatives and portfolios.

• The Consulting Unit Manager leads a team of 8 to 15 consultants, ensuring customer satisfaction, team success in billable services and delivering quality M-Files solutions. • Key responsibilities include leading the team, achieving growth targets, managing the unit, handling administrative tasks, attending the Sales process, customer calls supporting team, and improving operations. • Achieving billable utilization and employee satisfaction goals. • Demonstrating a customer-first attitude and fast reaction time to any customer query. • Exhibiting team leadership. • Being accountable for on-time and on-budget project delivery, owning the team's service deliveries, and tracking data with a goal of quick time to value. • Handling escalations related to services engagements. • Partnering with Sales to participate in the actual bidding process, with ownership of the Statement of Work and Level of Effort (LoE) estimates for sales opportunities. • Leading, managing, and mentoring the Services team (including technical consultants, business consultants, solution architects, enablement and training, project managers, and services managers) to achieve world-class delivery standards. • Collaborating with Services colleagues and Sales to capture market feedback on how Services can be packaged to help sell value to customers. • Ensuring timely and effective communications to stakeholders on Services delivery, customer pains, and opportunities. • Collaborating with the Global Services organization to create and maintain scalable Services offerings. • Partnering with Customer Success Management to identify Services opportunities to support customer adoption goals post-onboarding. • Providing technical guidance and best practices to improve the efficiency and effectiveness of the Services team. • Managing the consulting unit, including goal management, recruitment, resourcing, coordination, bookings, billing, vacation planning, and agreed cooperation with Product Development and Sales departments. • Leading team members' wellbeing, support, induction, development, and appraisal. • Developing the unit, including consulting solution quality, relevant processes, and competence development. • Contributing to Services department processes, such as onboarding, resourcing, and competence development processes.