Operational Excellence Specialist

Position Summary:

Our Accident Management business unit exists to help clients realize meaningful cost avoidance savings in their accident claims processes. We do this by skillfully managing the vehicle transport logistics required between when a customer reports that they’ve been in an accident and when their vehicle is ultimately delivered to a repair facility or salvage yard. 

To deliver on our value proposition for our clients, we operate in a high volume, operationally complex environment, where the thoughtful, thorough, and disciplined approach of a skilled Operational Excellence practitioner can have a major impact on both the quality of our service delivery and on our operational costs required to deliver those services.

Reporting to the Director of Operational Excellence, the Operational Excellence Specialist will be responsible for data analysis, executing initiatives and supporting the teaching of cross-functional team members Operational Excellence tools to instill the foundations of an Operational Excellence/Continuous Improvement culture at Agero. 

Key Outcomes:

• Quality - Improve quality of our service delivery, as measured by reduction in key defect metrics
• Cost - Improve financial performance and product unit economics
• Culture - Support the Operational Excellence team in building a culture of Operational Excellence / Continuous Improvement within the Accident Management Line of Business

Roles and Responsibilities:

• Own data analysis and problem solving to identify high impact opportunities and solve to true root causes to improve key quality metrics and product unit economics
• Work with cross functional teams to deliver service quality improvements and operational cost reductions by leveraging the appropriate Operational Excellence tools
• Identify creative people, process, and technology solutions to address improvement opportunities in partnership with our product and operations’ teams
• Communicate effectively within the organization, from our front-line agents to functional leaders, to build alignment and excitement for initiatives
• Work collaboratively with cross-functional teams to execute improvement initiatives 
• Support adoption Operational Excellence/Continuous Improvement tools and processes across the Accident Management organization
• Creating and managing standard/SOP documentation to ensure repeatability and sustainability of program 

Skills and Experiences:

• Minimum 3 years of experience delivering results from Operational Excellence/Continuous Improvement initiatives, experience in high volume, low margin industries preferred
• Lean Manufacturing/Six Sigma certification preferred
• Experience in roadside assistance/insurance claims NOT required for candidate with ability to transfer skills across industries
• Excellent data analysis skills, able to complete detailed evaluations of structured and unstructured data to find insights and identify highest impact improvements with Excel, Google Sheets, and BI tools
• History of delivering results in quality, cost, and process improvements (be prepared to speak to specific examples)
• Experience in executing continuous improvement methodologies (DMAIC, SIPOC, VOC, process mapping, value stream mapping, 5 Whys, etc.) through execution of initiatives
• Experience building processes that are easily workable for teams and sustain improvement initiatives
• Able to work in a highly collaborative, remote environment to complete projects with excellence
• Capable of working with minimal direction, bringing recommendations for future projects/investigations to Operational Excellence team and functional leaders without being specifically asked to do so

• United States: AZ, FL, NC, IL, KY, MA, MI, NM, TN, and VA
• Canada: Province of Ontario