Process Improvement Analyst

Title: Process Improvement Analyst (Agent Onboarding & Commissions)

Schedule/Setting: HYBRID (3 days onsite/week) Monday-Friday, 8am-5pm

Start Date: TBD, anticipating early- to mid- May 2026

Duration: 12–18 months contract, potential for extensions/conversion to FTE

Location: Franklin, TN 37064

Compensation: $45-55/hr

• We'll get rate clarification on the formal intake 4/14/2026, above is an estimate

Day‑to‑Day:

The Process Improvement Analyst will partner closely with leaders and cross‑functional stakeholders to design, implement, and sustain an effective operating model. They will serve as the right hand to the Director of Agent Onboarding and Commissions. This role will establish and lead weekly and monthly operating cadences, including intake and prioritization, status reporting, risk and issue management, and decision tracking, ensuring accountability and follow‑through.

The analyst will document and assess current‑state workflows, identify bottlenecks, and redesign processes to reduce rework and improve efficiency. Responsibilities also include defining KPIs, developing dashboards, automating recurring reporting, and improving data quality across metrics such as cycle time, SLA adherence, and defects or incidents. The role will lead root‑cause analyses, post‑incident reviews, and retrospectives, driving corrective and preventive actions through closure, while developing and maintaining SOPs, runbooks, onboarding materials, templates, and change communications.

Additionally, this individual will serve as a central coordination point for operational requests, escalations, and cross‑team dependencies, clearly communicating progress, risks, and outcomes to stakeholders and leadership.

Must‑Haves:

• 5 years of experience in operations consulting, operations analysis, program operations, or process improvement roles
• Experienced with broker channels, compliance standards and regulatory frameworks
• Proven ability to design, implement, and manage operating cadences, governance models, and prioritization frameworks
• Strong analytical skillset, including hands‑on experience with SQL and reporting/dashboard tools such as Excel, Power BI, or similar
• Demonstrated success defining KPIs, improving data quality, and converting data into actionable insights
• Experience managing intake and backlogs, with the ability to prioritize work across competing demands
• Excellent written and verbal communication skills, with comfort producing clear, executive‑ready documentation and updates
• Ability to operate independently in ambiguous environments while juggling multiple workstreams and timelines

Plusses:

• Experience supporting technology, analytics, or product‑focused teams
• Lean, Six Sigma, or other continuous improvement training or certifications
• Experience implementing or optimizing work management, reporting, or automation tools
• Strong facilitation skills for workshops, retrospectives, and cross‑functional alignment sessions

Expected Deliverables:

First 30 Days

• Complete a current‑state assessment and stakeholder mapping
• Inventory existing processes, reports, and key pain points
• Establish baseline performance metrics
• Build a prioritized improvement backlog

First 60 Days

• Implement a standardized intake and prioritization workflow
• Launch an initial operating cadence supported by meetings, templates, and decision logs
• Deliver a KPI dashboard and recurring reporting package
• Develop draft SOPs and runbooks for priority workflows

First 90 Days

• Enhance and automate reporting capabilities
• Refine workflows with clearly defined handoffs, controls, and ownership
• Operationalize recurring RCA and retrospective processes
• Deliver an adoption and training plan
• Demonstrate measurable improvements versus baseline (cycle time, throughput, and rework)

Success Metrics

• Reduced cycle time from intake to completion with improved overall throughput
• Sustained operating cadence with clear ownership, decision‑making, and action closure
• Reliable, single‑source KPI reporting with documented definitions and improved data quality
• Decreased rework and defect recurrence through stronger controls and RCA execution
• Documented and adopted SOPs and runbooks that reduce key‑person dependency and accelerate onboarding