Epic Operations Specialist

Tropolis Holdings, LLC•Ann Arbor, MI

About The Position

Tropolis is seeking an Epic Operations Specialist to support the agency's ongoing onboarding, conversion, and day-two operations across its sub-agencies. As Tropolis continues to acquire and integrate brokerages in waves, the Director of Epic Integration needs a dedicated partner to absorb the operational, training, and support workload that currently competes with strategic integration planning. This role sits at the intersection of Applied Epic administration, agency workflow, and end-user enablement. The Specialist will be the practical, in-the-trenches resource that newly onboarded teams call when something does not work the Tropolis way, and the steady hand that keeps existing teams productive while the Director focuses on the next wave of integration. The right candidate is comfortable operating with the agency lens, not just the software lens — they understand that knowing which status drives which report is as important as knowing which button to click.

Requirements

3–5 years of experience in an insurance agency operations, agency systems, or P&C/Benefits administration role.
Hands-on, working knowledge of Applied Epic (or equivalent agency management system, e.g., TAM, HawkSoft, AMS360) — including activities, attachments, lines of business, renewal workflows, and reporting.
Demonstrated comfort training and supporting end users, including in live, high-pressure settings such as conversions or cutovers.
Strong organizational habits and the ability to keep multiple parallel onboardings tracked and current in tools like Monday.com.
Clear, professional written communication suitable for support tickets, training materials, and cross-functional coordination.

Nice To Haves

Experience supporting a multi-agency or holding-company environment with multiple sub-agencies operating on a shared platform.
Familiarity with CoverFlow, HubSpot, or other systems commonly integrated with Applied Epic.
Exposure to AI-enabled tooling in an agency operations context.
Background in M&A integration, conversions from legacy AMS platforms, or post-acquisition data cleanup.

Responsibilities

Maintain accurate task and milestone status in Monday.com throughout onboarding and conversion, ensuring updates are timely and complete.
Keep Applied Epic current during onboarding and conversions, including activities, roles, workflows, and data updates.
Execute data cleanup tasks that are too complex or context-dependent for the VA team but remain process-driven and repeatable.
Serve as the point of ownership for onboarding tasks that do not yet have a clear home on another team.
Host extended (full-day, where needed) live support sessions during go-lives and attend on-site when teams require in-person help; provide immediate, instantaneous response during cutover windows.
Deliver live training that goes beyond generic Epic functionality and reflects how Tropolis actually operates: our workflows, naming conventions, attachment standards, renewal stages, and SOPs.
Bridge the gap between third-party trainers (e.g., Brenner) who teach Epic processes and the Tropolis processes new teams actually need to follow on day one.
Field and triage the Epic Support email inbox and chat bot questions; resolve at first touch where possible and escalate cleanly when not.
Partner with the dashboard owner on Epic-side context (which statuses, activities, and field values drive which reports), so technical dashboard work is not blocked waiting on agency-process knowledge.
Help implement AI-driven changes in Epic with CoverFlow and other partners, including configuration, testing, and end-user enablement.
Contribute to procedure documentation under the direction of the Director of Epic Integration; capture institutional knowledge from go-lives and support tickets so the next wave benefits from the last.
Surface recurring user issues, training gaps, and data-quality patterns to inform process improvements and future training content.