The Operations and Process Specialist shares best practices, procedures, training, guidelines, policies and identification of process and system improvements for the sales state. Also provides expertise and consulting to independent contractor agency business owners on the processes and procedures to maximize the operational efficiency of the sales state. Provides insight on specific territory needs and company initiatives with the goal of increasing sales and maximizing the customer experience.

Job Description:

Primary Accountabilities

• Works with the sales state leadership team to support agency growth and state initiatives, recognizing the agency business owners’ roles as independent contractors who themselves have the right to control the manner and means by which they run their businesses.
• Provides operational expertise and consulting to agency business owners, consistent with their role as independent contractors.
• Provides suggestions to agency owners regarding the process and procedure for office set up including, but not limited to equipment and marketing materials.
• Develops documents and delivers a consistent onboarding process for agency business owners.
• Serves as the subject matter expert (SME) on operations and processes and partners with corporate to deliver relevant curriculum.
• Makes suggestions regarding perceived inefficiencies within an operation and makes recommendations for improvement that take into account the agency business owners’ roles as independent business operators.

Travel Requirement

• This position requires travel up to 75% of the time.

Knowledge and Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Solid knowledge and understanding of small business operations.
• Solid knowledge and ability to work with independent contractor relationships.
• Solid knowledge and understanding of process methodologies, tools and techniques.
• Solid knowledge and understanding of marketing and branding.
• Demonstrated experience coaching and facilitating small groups.
• Demonstrated experience developing best practices and procedures.

Education/Licenses/Designations:

• Successfully obtain and maintain the appropriate insurance licenses in property, casualty, life, and health as required to do business with American Family and its alliances within 90 days of employment. Note: Obtaining a personal lines license does not fulfill the property and casualty license requirement.

Additional Job Information:

Preferred Qualifications

• Bilingual (Spanish/English preferred) communication skills

• Previous experience working with or for American Family Insurance agencies

• Strong presentation and communication skills

• Demonstrated proficiency with Microsoft Office applications

Other Information

• Our ideal candidate will be located in Colorado but remote work anywhere within the United States will be considered

• Our policy restricts consideration of applicants needing employment sponsorship (visa) to specialty occupations. American Family Insurance will not consider sponsorship for this position.

• Offer to the selected candidate will be made contingent on the results of applicable background checks.

• Offer to the selected candidate will be made contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions.