Operations Analyst

About the role

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.

Responsibilities

• Regularly perform gap analysis to identify accuracy, effectiveness, and completeness of adopted third-party tools, including intake, dispatch, job progress tracking, communication, uploads, and audits.
• Work with 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 and rework.
• 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 current with product updates, enhancements, and new third-party applications that may impact SERVPRO.
• Collaborate with the National Account Sales team on introducing, adopting, implementing, and supporting third-party tools with 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 ongoing 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.

Requirements

• 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; able to identify opportunities, find solutions, and then implement those solutions.
• Strong ability to identify and 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 complex 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.

What We Offer

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