Position Summary

We’re looking for an experienced Operations Manager to drive improvements across our operational processes and the systems that support them. This position bridges operations, technology, and business strategy. You’ll take full ownership of workflows spanning the entire policy lifecycle, with a focus on simplifying processes, removing manual bottlenecks, and making sure our core and third-party software integrate smoothly as we adopt new technology.

You’ll serve as the operational lead for Applied Epic, our primary agency management system supporting implementations and migrations, building and maintaining system workflows, and providing direct training and support to operations and servicing teams (including agencies transitioning to Epic).

Key Responsibilities

Workflow Management

• Document Epic workflows across the policy lifecycle: new business intake, policy issuance, endorsements, renewals, cancellations, claims intake, and billing.
• Participate in process mapping and re-engineering initiatives; identify bottlenecks, redundancies, and manual touchpoints, and drive measurable efficiency gains.
• Establish and maintain workflow manuals.
• Provide guidance to agencies and servicing teams on workflow questions and gather their input to inform updates to workflows and processes.

Applied Epic Implementations

• Serve as the subject matter expert for Applied Epic, including system configuration, workflow design, and ongoing optimization.
• Perform system configuration and workflow design updates as needed for each implementation.
• Pre-conversion tasks including system configuration, workflow updates, UAT and other data review deliverables outlined and assigned in project plan.
• Support Applied Epic implementation and migration projects — including onboarding agencies as they transition to Epic — from planning through go-live and stabilization.
• Develop post-conversion data cleanup plan to address conversion errors. Perform data clean up as required.
• Monitor Epic usage and data quality; enforce consistent data entry standards and run regular audits to keep client, policy, and accounting data clean and reliable.
• Manage the relationship with Applied Systems, including support escalations, release management, and evaluation of new features and add-on products (e.g., Epic Quotes, Indio, CSR24, Applied Pay).

Training & End-User Support

• Participate in Applied post-migration, instructor-led training to bridge any knowledge gaps between standard workflows and specific AGI workflows.
• Train new associates on all related AGI workflows in Applied Epic, delivered onsite or virtually.
• Deliver end-user product training for agencies as they migrate to Applied Epic and provide ongoing post-migration support.
• Develop role-based training materials, quick-reference guides, and refresher sessions to support onboarding and ongoing skill development.
• Daily support for Epic Help tickets to ensure timely resolution for users.

Qualifications

• 5+ years of experience in insurance operations or an insurance agency environment.
• 3+ years of hands-on Applied Epic experience, including workflow configuration and system administration.
• Experience leading or playing a key role in an Applied Epic implementation, migration, or major upgrade, including requirements gathering, UAT, and go-live support a plus.
• High proficiency with Microsoft Excel, Outlook, and Word; comfort working with project management tool Click Up a plus.
• Strong organizational, time management, and communication skills, with the ability to bridge business and technical audiences.
• Ability to travel, as needed.