Operations Specialist for Communication Consultants

Marsh McLennan•Nashville, TN

2d•$66,200 - $132,500•Hybrid

About The Position

We are seeking a talented individual to join our Career Communication team at Mercer. This role will be based anywhere in the U.S. a Mercer office is located, as this is a hybrid role that has a requirement of working at least three days a week in the office. The Operations Specialist is the operational backbone of their Hub within the Service Delivery organization. Sitting at the intersection of field consultants, Hub consultants, external vendors and contractors, the Operations Specialist is the first line of defense for incoming requests — answering field consultant queries on pricing and services, staffing projects, maintaining the workflow systems and forms that keep the Hub running, and overseeing financial processes that protect Hub profitability.

Requirements

Bachelor's degree in English, business, communication, journalism, human resources, or related field of study
A minimum of 5 years’ extensive experience optimizing daily workflows, resources, and processes.
Experience with client and vendor invoicing
Detail-oriented individual with excellent organizational and project management skills, plus ability to prioritize and handle multiple tasks with concurrent deadlines

Nice To Haves

Experience supporting employee communication consultants
Experience in a professional services or consulting firm highly preferred

Responsibilities

Act as primary contact for field consultants, handling Hub inquiries on pricing, services, scoping, and engagement models, and triaging ad-hoc or complex questions to the right team member.
Manage end-to-end intake and assignment of requests, ensuring clear scope, prioritization, and routing to appropriate resources.
Assign and coordinate team capacity—matching writers, analysts, project managers, and vendors to work based on availability, skills, and project complexity—while partnering with leads to balance workloads.
Maintain and operate workflow systems, intake forms, trackers, SOPs, and documentation; execute standard processes reliably and implement documented process improvements.
Oversee financial and vendor operations including invoicing, PO setup, billing coordination, payment reconciliation, and tracking core metrics (utilization, billing, margins) to support leadership reporting.
Coordinate cross-team deliverables and onboarding logistics (contractor ramp-up, tech setup), resolve routine operational issues, and escalate staffing or process risks to Hub leadership.