Operations Lead / Project Manager (PM)
Location: Remote
Job Summary
The Operations Lead reports directly to the Regional Operations Manager. This role is responsible for delivering optimal results through the successful deployment and execution of initiatives supporting regional operations, specifically focusing on the “3×3” execution strategy.
The Lead will take day-to-day direction from the Operations Manager while managing ad hoc requests from four Service Delivery and Training Leaders to execute regional goals. This individual will engage with field colleagues to support service delivery, manage jeopardy situations, conduct data analysis, and facilitate communication across a network of 1,000 field staff. A primary focus will be measuring and achieving targets regarding utilization, new business onboarding, and regular onboarding to ensure business case objectives are met.
As a key driver of change within US sub-regions, the Lead must develop a detailed knowledge of internal processes and procedures to push the organization toward higher levels of efficiency and performance.
Key Responsibilities
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Strategic Partnership: Collaborate with the Operations Manager and the Service Delivery Organization to ensure coordinated execution and optimal results.
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Operational Tracking: Provide comprehensive tracking support and data reporting to leadership.
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Process Optimization: Support the Account Specialist and COO organizations to meet specific “3×3” strategic objectives.
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Change Management: Drive key transformation initiatives identified by senior management and champion organizational shifts.
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Issue Resolution: Promptly escalate system limitations, technical challenges, or resistance to change regarding onboarding and utilization; implement quick remediation strategies.
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Future Strategy: Develop and support the 2026 onboarding strategy, incorporating performance data and “lessons learned” from the 2025 cycle.
Qualifications
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Education: Bachelor’s Degree required.
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Experience: Minimum 5–7 years of experience in Operations, Data Analytics, and/or Communications.
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Project Management: Strong organizational, project management, and communication skills.
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Analytical Mindset: Aptitude for understanding key drivers of success and performance metrics.
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Technical Proficiency: Advanced skills in MS Office, specifically Excel (Pivot Tables, VLookups).
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Environment: Ability to thrive in a complex, global matrix environment.
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Industry Knowledge: Experience within Insurance Brokerage is considered a plus.
The projected hourly range for this position is $40 to $42.
On-Demand Group (ODG) provides employee benefits which includes healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.