Manager, Operations Support & Analysis

Job Description

Who We Are:

At PEMCO we're all about people - our customers, our employees, and the community. We're a mutual insurance company owned by our Northwest policyholders. We provide auto, home, renters, and boat coverage. Recently, Forbes named PEMCO as one of the Best Insurance Companies in America in 2023 based on customer survey feedback. We are consistently recognized for our outstanding customer service, employee expertise, diverse community partnership and engagement, and social impact as well.

Our social impact programs motivate high achievement by youth in education; build stronger and greener communities; and increase safety at home, on the road, and at play. We're committed to diversity, equity, inclusion, and belonging, and to fostering an inspiring and inclusive workplace. These efforts create and cultivate an environment that builds fairness and understanding, encourages collaboration and flexibility, and celebrates all the ways in which we're different and the same - enabling all individuals to achieve their full potential.

Why We Need You:

PEMCO has a dynamic and challenging opportunity for a Manager, Operations Support & Analysis to join our community. In this role, you will be responsible for providing operational management and leadership to the Operations Support & Analysis team that primarily serves PEMCO's Customer Engagement and Sales departments, including oversight of the functional areas and staff involved with knowledge management, data analytics, machine learning, systems administration, workforce planning, project management and premium payment and collections. This position is also responsible to execute on developed strategy within assigned customer facing functions.

What You'll Be Doing:

• Oversee the unit's project management function and staff, which focuses on bringing project management principles, discipline, and execution to the projects that enable sales and service.
• Partner with Sales and Customer Engagement leadership to drive strategies to design and implement operational plans.
• Provide oversight of Sales and Service capacity planning, scheduling, forecasts and staffing models to yield both customer experience improvements and efficiencies.
• Serve as a member of both the Customer Engagement and Sales leadership teams which, in collaboration with the Directors, function as decision-making units in the daily and long-term management of the respective departments; jointly manage setting of department goals, responses to issues, collaboration with adjacent departments, etc.
• Oversee and optimize the knowledge management function and staff, which is responsible for training of new hires, ongoing learning for employees, and other knowledge tools for sales and service delivery.
• Oversee and optimize the customer billing and premium collection processes and staff.
• Manage department budget and resources responsibly.
• Manage a team of direct [and indirect] reports, with performance management and development responsibilities.
• Execute on strategy with precision through establishing effective teams and leading others in analyzing and solving complex problems.
• Enable data-driven insights and execute data-informed actions through ownership of analytics for the Sales and Customer Engagement functions including management of business intelligence staff; foster innovative solutions to increase operational efficiency such as through ownership of machine learning efforts.
• Develop, drive, and evolve an integrated and cohesive operations support and analysis practice that fills a variety of critical needs including knowledge management, data analytics, machine learning, systems administration, workforce planning, project management and customer billing; oversee quality execution of all work to align to strategy and goals.
• Develop and coordinate sales cycles and methodology including targets, channels, and reporting methodologies in conjunction with Sales leadership.
• Create and maintain a roadmap for the systems and tools that support the Sales and Customer Engagement teams; oversee full-cycle systems administration for software and systems such as Verint, Salesforce and more, to include implementations, updates or patches, diagnostics, outputs, reporting, etc.; manage associated vendors.
• Demonstrate behaviors consistent with PEMCO's policies, values, code of ethics and business conduct.
• Authentically support the PEMCO Brand and constantly are on the lookout for top talent to join us to achieve our Mission to Worry Less and Live More.
• Other duties as assigned.

What You'll Bring:

• B.A. or B.S. degree or equivalent work experience (Mathematics, statistics, accounting, economics, operations research or equivalent)
• 6+ years of experience in technical and analytical operations with increasing scope, scale and complexity, also including people leadership, is required
• Problem Solver: Ability to analyze, diagnose and resolve complex unstructured problems quickly, efficiently, and collaboratively is required
• Project Management: Has a proven track record of driving and motivating cross-functional team members to successfully implement technology or business projects is required
• MS Office: Skilled proficiency in Excel, Word, PowerPoint, Outlook is required
• Leadership & Managing Others: Establishes and communicates a compelling and inspiring vision, creates winning strategies and plans, ensures team goals are aligned with company goals; develops both self and others is required
• Highly Analytical: Is passionate about working with disparate datasets bringing data together to answer business questions. Collaborates to create, manage, and translate data to meaningful insights. Can work with external vendors to integrate data for analysis; knows how to build efficient and scalable infrastructure and data models is required
• Team builder: Establishes positive connections with others, solves problems and manages new ideas, and works collaboratively to bring people and culture-first solutions to deliver results is required
• Research & Development: is an idea generator and knows what it takes to execute with speed to market. Can envision what's possible and work through the design and development steps required to gain sponsorship and move to action

What We Value:

PEMCO has identified the below competencies as critical for employees and the future of our business. The competencies are intended to define skills or abilities expected of our employees, behaviors which employees can develop, and be evaluated against in their job. Proficiency levels include Beginner, Skilled, Advanced, and Mastery. Not every employee is expected to master every competency. Instead, we expect that employees will build skills in these areas as they progress through their roles and career at PEMCO.

• Agility: Handles risk and uncertainty, shifts gears with ease and speed, copes with and manages change well
• Growth Mindset: Develops abilities through dedication and hard work, views challenges and failures as opportunities to learn and improve skills
• Service Passion: Provides excellent service to others and seeks ways to improve that service; ensures the customer experience (internal and external) is a key consideration in policies, procedures, and decision-making
• Complex Problem Solving: Solves ill-defined, ambiguous problems in complex settings using logic, process, and experience

Compensation:

The compensation range for this role is shown below. Placement within the range varies depending on job-related knowledge, skills, and experience.

• Greater Seattle Area*: The pay range for this position ranges from $89,591-$149,318
• Outside Greater Seattle**: The pay range for this position ranges from $80,632-$134,386

*Greater Seattle Area is defined as working within approximately 100 miles of Seattle.

**Outside Greater Seattle is defined as working approximately 100 miles or more from Seattle.

Benefits:

Regular part-time PEMCO employees working at least 24 hours per week and regular full-time PEMCO employees are eligible to elect coverage under medical, dental, and vision plans for themselves and their eligible family members with generous employer premium cost shares. In addition, as a benefits-eligible employee, you are:

• covered by employer-paid basic life and accidental death & dismemberment insurance policies as well as long- and short-term disability benefit coverages.
• eligible to participate in PEMCO's 401(k) plan which includes a generous employer match (2 for 1 on the first 6% employee pre-tax and/or Roth deferral, up to federal maximums).

PEMCO provides the following paid leave programs for benefits-eligible employees in their first year of PEMCO employment:

• Vacation accrues at a rate of 10 days for new hires, and increases based on a schedule to a maximum annual accrual of 25 days based on tenure
• Granted four (4) personal days immediately upon hire
• Paid holidays for the eight (8) holidays observed by PEMCO throughout the calendar year.
• Granted up to ten (10) days of sick leave immediately upon hire (pro-rated based on hire date and full-time/part-time status), which is approximately 28 hours more per year than the Washington state-required accrual
• In addition, PEMCO provides paid time off for bereavement, jury duty and employee volunteering in the community.

Other miscellaneous benefit programs offered by PEMCO include:

• Flexible Spending Accounts
• Education Assistance Program after one year of service
• Scholarship program for children of PEMCO employees after one year of service
• Employee Assistance Program
• Well-being program
• Discretionary taxable gifts and gift cards
• And other Perks & Benefits including discounts on computer software and hardware, cell phone plans, and rental cars

Other compensation depending on role, contributions, and performance may include:

• Discretionary bonuses
• Tiered sales commissions and/or incentives (from 5-25% of employee's monthly sales)
• Employee referral bonuses
• Shift differential pay

Equal Employment Opportunity:

At PEMCO, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products and our community to flourish. PEMCO is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or veteran status.

Applicants have rights under Federal Employment Laws:

• Family and Medical Leave Act (FMLA)
• Equal Employment Opportunity (EEO)
• Employee Polygraph Protection Act (EPPA)