Director, Systems & Process Improvement

Job description

The Director, Systems & Process Improvement will lead Operations readiness for the implementation of Producer Workbench, our new Salesforce-based policy management platform, while also driving continuous process improvement across the Operations function. Working closely with IT, Kaufman Institute (training), field leadership, and our third-party staffing partner, this role will ensure the phased rollout of the new platform is operationally sound, well adopted, and supported by clear workflows, documentation, and training. Responsibilities: - Lead Operations readiness for the Producer Workbench rollout. - Serve as the primary Operations representative for the transition from legacy systems to Producer Workbench, ensuring operational requirements, workflows, and dependencies are fully considered during implementation. Coordinate Operations participation in system testing, workflow validation, pilot office launches, and post-implementation stabilization across each rollout phase. - Own operational process documentation and SOP governance. - Develop and maintain standardized operating procedures, job aids, workflow maps, and process documentation supporting the new system and broader...