Process Improvement Analyst - Business Operations

gaig; Cincinnati (OH); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) plan with company match

Paid Time Off and holidays

Commuter benefits

Job summary

Great American Insurance Group is seeking a Process Improvement Analyst to support the Specialty Equipment Contact Center and service operations. You will partner with leaders to drive process improvements, enhance customer experience, and increase efficiency through data-driven analysis and technology enablement.

This role blends in-office collaboration with remote work, reflecting the company's hybrid culture.

Qualifications

• Bachelor’s degree in Business, Operations Management, or related field.
• Minimum 3 years of experience in process improvement, business operations, project coordination, or related analytics.
• Experience in customer service/call center environment preferred; Insurance experience preferred.

Responsibilities

• Analyzes 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.

Skills

Data-driven analysis

Process improvement

Project coordination

Stakeholder collaboration

Documentation

Change management

Communication

Education

Bachelor's degree in Business/Operations Management or related

Tools

Lean Six Sigma

Job description

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a \"small company\" culture where your ideas will be heard with \"big company\" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best.

This position is not eligible for employment visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

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.

Specialty Equipment - Great American Insurance Group

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

Essential Job Functions and 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.

This job is non-exempt in Washington.

Job Requirements

• Education:Bachelor’s degree in Business, Operations Management, or a related field.

• Experience: Generally, a minimum of 3 years of experience in process improvement, business operations, project coordination, operational analytics, or a related field.

• 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.

This job is non-exempt in Washington.

Business Unit:

Specialty Equipment

Benefits:

• We offer competitive benefits packages for full-time and part-time employees*. Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement.

• Full-time and eligible part-time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.

Compensation varies by role, level, and location and is influenced by skills, experience, and business needs. Your recruiter will provide details about benefits and specific compensation ranges during the hiring process. Learn more at http://www.gaig.com/careers.

*Excludes seasonal employees and interns.