Process Improvement Analyst - Business Operations

Great American Insurance Group•Cincinnati, OH

6d•Hybrid

About The Position

The Specialty Equipment Division is searching for a Process Improvement Analyst to support Contact Center and service operations teams. This role will partner with operational leaders and business stakeholders to improve customer experience, service delivery, operational efficiency, and employee effectiveness through process improvement, project execution, data-driven analysis, and technology enablement. The primary focus of the role will be supporting the Specialty Equipment Contact Center, which manages document processing, inbound and outbound customer interactions, and service delivery functions in support of insurance tracking operations. Based on business priorities, the role may also support process improvement initiatives across other Specialty Equipment operational areas. Great American's culture is built on connection, shared learning, and strong relationships. This is a hybrid role that combines in-office and remote work. Employees are expected to maintain a meaningful on-site presence to support collaboration, relationship building, and business success.

Requirements

Bachelor’s degree in Business, Operations Management, or a related field.
Generally, a minimum of 3 years of experience in process improvement, business operations, project coordination, operational analytics, or a related field.
Applicants must be authorized to work in the United States without the need for current or future sponsorship.

Nice To Haves

Prior experience working in a customer service/call center environment preferred.
Prior Insurance experience preferred.
Completion of or continuing progress toward a professional process improvement designation preferred, such as Lean, Six Sigma, or Lean Six Sigma.

Responsibilities

Analyzes operational processes, workflows, and customer interactions to identify opportunities to improve service delivery, customer experience, quality, efficiency, and employee effectiveness.
Utilizes data-driven analysis to identify trends, inefficiencies, bottlenecks, and opportunities for operational improvement.
Documents current-state and future-state processes and supports the implementation of scalable business solutions.
Partners with operational leaders and business stakeholders to develop and execute actionable process improvement initiatives.
Supports project execution activities including requirements gathering, documentation, action-item tracking, stakeholder communication, and status reporting.
Coordinates testing, validation, and implementation activities to ensure process improvements and technology enhancements achieve intended business outcomes.
Develops, monitors, and reports on key performance indicators and operational metrics to measure effectiveness and identify improvement opportunities.
Leverages existing and emerging technologies to support business objectives and operational efficiency.
Supports technology, automation, and AI-enabled initiatives through business analysis, solution validation, outcome measurement, and adoption activities.
Creates and maintains process documentation, procedures, knowledge articles, and other operational resources.
Assists with change management, training, communication, and adoption activities during process and technology transitions.
Performs other duties as assigned.