Operations Analyst

SERVPRO; Gallatin (TN); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid time off and holidays

Parental leave

On-site fitness rooms

Employee Assistance Program

Employee Resource Groups

Profit sharing

Professional development

Job summary

SERVPRO is seeking an Operations Analyst to support the implementation and optimization of third-party and proprietary tools used in our National Account programs with insurance carriers and commercial clients.

The role focuses on integrating tools into business processes, maintaining data integrity, and aligning with industry standards. Collaboration with Sales Operations and other teams will be essential for successful tool enablement and ongoing improvements.

Qualifications

• Ability to read, write, and speak English clearly and professionally.
• At least two years' experience in insurance or restoration.
• Experience with Xactimate and related Verisk tools is preferred.

Responsibilities

• Conduct gap analyses to assess accuracy and completeness of third-party tools.
• Coordinate with stakeholders to align processes and training with tool adoption.
• Develop and maintain rule data sets to improve tool effectiveness.
• Create reports to track usage and performance of tools and present findings to stakeholders.

Skills

Strong collaboration

Analytical thinking

Education

Bachelor’s degree

Tools

Verisk tools

Excel

Job description

What We Offer

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Generous paid time-off and paid holidays
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Company profit sharing plan
• Personal and professional development program

Job Summary

The Operations Analyst (OA) is responsible for supporting the implementation, optimization, and ongoing performance of third-party tools as well as proprietary tools utilized by SERVPRO to facilitate our National Account programs with key insurance carriers and commercial clients. This role ensures these tools are effectively integrated into business processes and are aligned with evolving industry standards and client compliance requirements.

Additionally, the OA contributes to strategic planning and continuous improvement efforts related to third-party tools and platforms, operational workflows, and compliance practices. The role includes providing user support, helping shape long term tool enablement strategies, and maintaining a strong focus on data integrity and industry alignment.

The OA reports to the Director of Sales Operations Excellence.

You will

• Regularly perform gap analysis to identify accuracy, effectiveness, and completeness of adopted third-party tools. This includes, but is not limited to, intake, dispatch, job progress tracking, communication, uploads, and audits.
• Work with the internal stakeholders to align current processes and training with the adoption and use of third-party tools. Assist in Identifying, planning, and implementation of current and future third-party tools to improve quality, reduce costs, increase productivity, and improve cycle time by reducing wasted time, rework, etc. resulting in significant business improvement and customer satisfaction.
• Develop and maintain rule data sets to continuously calibrate, grow, and increase effectiveness of third-party tools.
• Evaluate financial impact and revenue opportunities created by using third-party tools.
• Stay in-tune with product updates, enhancements, and new 3rd party applications that may impact SERVPRO.
• Collaborate with the National Account Sales team on introducing, adopting, or implementing, and supporting third-party tools with our National Account Clients.
• Identify Expansion opportunities for the use of adopted third-party tools across different SERVPRO Service Lines.
• Work with third-party vendors regarding the setup, implementation, testing, and on-going improvement of their tools.
• Create, develop, and manage reporting to track SERVPRO’s usage and performance of adopted third-party tools and use appropriate measurement, analysis, and evaluation methods to accurately identify and document process improvements.
• Present analysis and recommendations to stakeholders
• Actively and consistently support all efforts to simplify and enhance the Franchise/customer experience.
• Provide Management with project status updates, feedback, and appropriate reporting on key responsibilities and objectives.
• Provide initial training and ongoing support to ensure business objectives associated with these tools and processes are met.

You have

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
• At least two years' experience working in the insurance or restoration industry.
• Extensive use and knowledge of Verisk and/or Cotality Tools (Xactimate, Estimate, XactXpert, QA Assist, XactAnalysis, Workspatce, Mitigate, etc.)
• Experience as a property claims adjuster and/or reviewing or writing rebuild or mitigation estimates as a TPA or program participant in the restoration industry.
• Highly results driven and process oriented. Must be able to identify opportunities, find solutions and then implement those solutions.
• Strong ability to identify / frame problems and then propose actionable solutions
• Strong working knowledge of Microsoft Excel
• Problem solving skills and intellectual curiosity, with a bias toward solution development.
• Strong collaboration with experience leading cross-functional projects.
• Ability to comprehend, interpret, and analyze compex and/or incomplete data.
• Ability to create professional summaries, including charts and data, and then present to various stakeholders.
• Desire to learn and motivation to continue to grow with the organization.
• Work well in a team environment

Local candidates in the Greater Nashville/Gallatin area are strongly preferred to facilitate collaboration with headquarters and regional leadership. Remote candidates will also be considered based on qualifications and experience.

Education

• Bachelor’s degree or 2+ years’ experience working in the insurance or restoration industry.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.