Process Improvement Analyst - Business Operations

Summit Consulting; United States; Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off and holidays

401(k) with company match

Tuition reimbursement

Commuter benefits

Employee stock purchase plan

Job summary

Great American Insurance Group is hiring a Process Improvement Analyst to support the Specialty Equipment Contact Center and related operations.

The role focuses on improving customer experience, service delivery, and efficiency through data-driven analysis and project execution.

Qualifications

• Bachelor's degree in Business, Operations Management, or related field.
• At least 3 years in process improvement, business operations, or related field.
• Lean, Six Sigma, or Lean Six Sigma certification preferred.

Responsibilities

• Analyze processes to identify opportunities to improve service delivery and efficiency.
• Use data-driven analysis to identify trends, bottlenecks, and improvement opportunities.
• Document current and future state processes and support scalable solutions.
• Partner with leaders to develop and execute actionable process improvements.
• Coordinate testing, validation, and implementation activities for changes.
• Develop and monitor KPIs and operational metrics to measure impact.
• Support technology enablement and AI-driven initiatives.
• Create and maintain process documentation and knowledge resources.
• Assist with change management, training, and communication.

Skills

Process improvement

Data analysis

Project coordination

Operational analytics

Change management

Training & adoption

Communication

Education

Bachelor's degree in Business / Operations Management or related field

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.

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.

Why can you trust Great American Insurance Group?

For nearly 150 years, Americans have trusted us to protect them. Our innovative insurance solutions and specialization serves niche marketplaces that we know well. This expertise gives us a successful foundation that spans generations. You never know where a career in insurance will take you. Whether you are starting your career or are looking for a company to grow your experience, at Great American Insurance Group, you can join our more than 8,500 employees to “Be Here. Be GREAT!” To learn more, visit our Career Page