Role Description Gallagher Bassett is seeking a highly motivated, customer-focused professional who thrives in a fast-paced environment, excels under pressure, and enjoys solving complex problems. This role is ideal for someone who is proactive, resourceful, and energized by helping clients and stakeholders navigate challenging situations. This is a highly visible opportunity to become a trusted expert within the Gallagher Bassett Litigation Management Program. You'll work directly with clients, law firms, and internal stakeholders to resolve complex issues, support high-profile projects, and make a meaningful impact every day. This is a fully remote position, offering the flexibility to work from home while collaborating with colleagues and stakeholders across the organization. If you're someone who enjoys solving problems, navigating challenging situations, and delivering exceptional customer service in a fast-paced environment, we'd love to hear from you. How you'll make an impact - Serve as a primary point of contact and Subject Matter Expert for Gallagher Bassett's Litigation Management Program (GBLMP). - Provide consultative support to internal stakeholders, clients, and law firms on complex operational issues. - Proactively identify and resolve customer concerns while anticipating client needs. - Manage escalated and high-visibility situations, often requiring urgency, critical thinking, and strong judgment. - Troubleshoot complex issues and develop effective solutions that drive positive outcomes. - Communicate findings, recommendations, and resolutions clearly to clients and leadership. - Support high-profile and strategic client projects from implementation through resolution. - Assist with workload balancing and operational efficiency across the team. - Mentor and support team members through training and knowledge sharing. - Represent the department in corporate initiatives and special projects. - Serve as a backup resource to management as needed. Qualifications - 7 years experience required, with a minimum 3 to 5 years experience working at a senior data analyst level. - Excellent analytical skills. - Ability to multi-task in a fast-paced environment. - Proficient in required system and computer applications. - Bachelor degree or 5 years experience in insurance or claims industry preferred. - Highly analytical individual with working knowledge of Excel and Sharepoint. Who You Are - You're a highly analytical, customer-focused professional who thrives in a fast-paced environment and enjoys solving complex problems. - You remain calm under pressure, excel at managing competing priorities, and take pride in delivering exceptional service to both internal and external stakeholders. - You think critically and understand how operational processes connect to overall business outcomes. - You tackle challenges with confidence and bring solutions—not just problems. - You clearly communicate findings, recommendations, and resolutions to a variety of audiences. - You take ownership of assignments while understanding when to escalate issues appropriately. - You build strong relationships and credibility with clients, colleagues, carriers, law firms, and business partners. - You embrace change, adapt quickly, and welcome new challenges. - You enjoy mentoring and coaching teammates, sharing knowledge, and contributing to team success. - You lead through influence and professionalism, even without direct authority. - You demonstrate sound judgment and decision-making in complex or high-pressure situations. - You champion Gallagher's Shared Values and contribute to department and corporate initiatives. Benefits - Competitive compensation. - Comprehensive benefits programs designed to support your well-being. - Career development opportunities and ongoing learning. - A collaborative, people-first culture with accessible leadership. - The opportunity to do meaningful work with global reach and local impact.

Role Description After becoming one of the fastest growing startups in the United States ($0 → $16B), Rippling is ready to up-level our operations to scale beyond $1B in ARR over the next couple years. We need someone who can take us from 1 to 10—and beyond, on a global scale. We’re looking for a support operations leader who has expert-level knowledge of the processes and infrastructure required to ensure high-quality service and operations at scale, helping us deliver on our ambitious growth objectives. You will lead core support activities including: - System changes - Workforce management - Tooling and AI - Reporting / analytics - Vendor management - Process documentation Reporting to the Vice President of Customer Support, you will be leading a team of 8 program managers. What You'll Do - Planning and Execution: Build a roadmap of 1 to 3 months, align on priorities for the program managers via recurring sprint planning, remove blockers, and serve as the definitive subject matter expert on Support Operations. - Operational Vision: Direct the business processes and infrastructure for critical Support routines. You don’t just oversee system changes and reporting; you ensure our tech stack and workflows are world-class and future-proofed. - Scaling & Optimization: You are obsessed with building for scale. You proactively identify hidden opportunities for efficiency, ensuring that automation is the default and that the organization is prepared for rapid business growth well before it happens. - Cross-Functional Change Management: Lead complex, high-stakes initiatives across the organization. You don’t just find blockers; you navigate through hurdles to remove them, ensuring seamless alignment between Support and cross functional partners. - Strategic Planning & Governance: Collaborate on annual and quarterly planning cycles with VPs and Directors within the support delivery team. You will translate long-range plans into priorities for your program managers. Qualifications - 10-12+ years of Operations or Support Operations experience with significant time spent in a leadership capacity within a fast-growing B2B software environment. Global experience is strongly preferred, including working with BPOs. - Proven Leadership: Extensive experience managing and mentoring a team of Program Managers. You have a track record of scaling teams, developing leadership talent within your ranks, and building a culture of high performance. - Mastery of Ambiguity: You thrive in high-ambiguity environments, providing a sense of direction and "calm in the storm" for your team and the broader organization. - High-Level Detail Orientation: While you can dive into the weeds when necessary, you possess the professional judgment to know when to zoom out for strategy and when to audit the "small" details that impact the customer experience. - Strategic Execution: You maintain a "startup" mentality with a "scale-up" skillset. You are willing to roll up your sleeves for mission-critical tasks while simultaneously building the systems that eventually make those manual tasks unnecessary. - Executive Presence: Exceptional verbal and written communication skills. You are comfortable challenging, persuading, sharing tradeoffs, and partnering with executives and senior leaders to drive the Support agenda. - Customer Support Technologies Expert: You have a deep knowledge and understanding of Customer Support Technologies such as Salesforce, Fin, JIRA, Slack, Decagon, Sierra, IEX, NICE. You not only know how to use the tools and systems, but what their role is in an overall Customer Experience process.

• Lead, coach, and develop the Number Operations team — setting clear goals, holding regular 1:1s, and fostering a culture of accountability and continuous improvement. • Monitor team workload and queue health, ensuring tickets are distributed fairly and SLAs are consistently met. • Define and track operational KPIs (such as porting success rates, provisioning turnaround, SLA adherence) and present regular reports to senior stakeholders. • Identify process improvements that increase efficiency, reduce error rates, and help the team scale as Aircall expands into new markets. • Manage your own portion of the daily ticket queue — including number provisioning, porting requests, inventory management, and related customer or internal queries. • Support the team on tickets that require additional expertise or senior judgement, maintaining visibility of the queue's status daily. • Ensure compliance with country-specific telecom regulations, number portability rules, and carrier documentation requirements across key markets. • Partner with the Technical Lead to handle escalations, bugs, and training needs effectively, ensuring the team's operational feedback reaches engineering and product teams. • Engage with carrier and supplier contacts at a relationship level to support commercial discussions and escalations beyond daily technical interactions. • Collaborate with product and engineering teams to provide operational input on tooling improvements, automation opportunities, and new market launches.

• Manage the process of transferring telephone numbers between carriers • Ensure accuracy, compliance, and a smooth experience for customers • Support porting-related requests, number purchasing, Caller ID, and A2P 10DLC SMS registration inquiries • Work closely with internal teams, customers, and external carriers to resolve issues