Program Operations & Business Analyst

Carson Group•Omaha, NE

5d•Onsite

About The Position

We are seeking a Program Operations & Business Analyst to develop and optimize the systems, data, and processes that support the continued growth of Client Acquisition. This role requires building deep expertise in the program’s lead lifecycle, partner ecosystem, Contact Center workflows, technology platforms, and reporting to independently define requirements and drive operational improvements. You will analyze program performance to identify friction, leakage, inefficiencies, and root causes that affect lead quality, conversion, and scalability. The ideal candidate will translate strategic priorities and complex business challenges into clearly structured processes, documentation, and technical requirements, partnering with internal teams and external lead-generation partners to implement solutions and drive adoption. This role requires balancing detailed operational ownership with a broader focus on developing the infrastructure needed to scale the program effectively.

Requirements

Bachelor’s degree in business, communications, information systems, or a related field preferred.
Minimum of eight years of professional experience required, preferably in a matrixed organization and cross-functional setting.
Minimum of five years of experience in financial services or a related industry preferred.
Demonstrated experience acting as both business analyst and process/operations owner—comfortable owning both the “what should we build” and the “how do we make sure it works” sides of the equation—required.
Experience managing or supporting implementation of new CRM features, data systems, or lead lifecycle improvements preferred.
Experience working within Agile or hybrid project management frameworks preferred.
Strong working knowledge of CRM and data platforms required; Salesforce experience strongly preferred and HubSpot experience a plus.
Outstanding written and verbal communication skills, with the ability to tailor messaging across technical and non-technical audiences required.
Highly organized, with exceptional attention to detail and follow-through in the absence of a dedicated technical counterpart required.
Comfortable working independently in ambiguity while maintaining strong collaboration within a small, fast-moving team required.

Nice To Haves

HubSpot experience a plus.

Responsibilities

Own the development, documentation, and continuous improvement of Client Acquisition processes.
Map workflows, analyze program performance, and identify friction, root causes, and opportunities to improve lead quality, conversion, efficiency, and scalability.
Identify opportunities to automate activities, implement tools, or modify processes to reduce manual intervention while supporting necessary manual processes until scalable solutions are available.
Capture lessons learned, refine practices, and proactively identify areas where the program’s technical or operational maturity requires improvement.
Partner directly with Client Acquisition leadership to translate strategic priorities into clear, actionable business and technical requirements.
Own the intake, evaluation, prioritization, and ongoing management of the technology and data enhancement backlog in partnership with leadership and internal Technology and Data teams.
Evaluate requests based on impact, urgency, effort, dependencies, and tradeoffs, and provide appropriate visibility to marketing leadership.
Maintain the program’s active technology bug list, monitor outstanding issues, and track items through resolution.
Analyze the performance and quality of third-party paid lead aggregators in partnership with the Contact Center.
Validate lead quality, identify invalid or noncompliant leads, and facilitate refund processes with vendors to promote accountability and consistent lead quality.
Partner with Client Acquisition leaders and external lead-generation partners to translate performance insights into improvements across targeting, lead quality, routing, qualification, volume, and conversion.
Evaluate the end-to-end lead lifecycle, including acquisition, qualification, routing, appointment setting, advisor handoff, and reporting, to identify gaps and improvement opportunities.
Work directly within systems such as HubSpot, Salesforce, Power BI, Catchlight, Calendly, and similar tools to understand how data and processes connect across the lead lifecycle.
Develop and maintain process documentation, use cases, workflow maps, and requirements that can be effectively used by technical partners for solution development.
Document and improve Contact Center workflows related to lead intake, routing, qualification, appointment setting, handoffs, exception handling, and follow-up.
Review and continuously improve advisor scheduling onboarding and integrations by establishing scalable processes for setup, troubleshooting, handoffs, escalation, and issue resolution.
Coordinate business acceptance testing and implementation readiness to confirm that delivered solutions meet defined requirements and align with existing processes before rollout.
Lead implementation and change management for new tools, features, and process changes, including communication planning, training materials, rollout coordination, stakeholder feedback, and adoption tracking.
Tailor implementation and change-management activities for internal team members and advisor-facing audiences.
Validate that delivered solutions address the original business need and drive post-launch optimization based on adoption, feedback, and performance results.
Support weekly and monthly business review processes by structuring and maintaining the underlying data, metrics, and definitions used in leadership reporting.
Track adoption, stakeholder feedback, initiative performance, and operational impact.
Translate findings into insights, optimization opportunities, and best practices that support informed decision-making and continued program improvement.
Communicate findings clearly to technical and nontechnical audiences.
Perform additional tasks, duties, and responsibilities as needed or assigned by leadership to support departmental and organizational objectives.