Operation Specialist (WFO Only)

About the Role:

We are seeking a highly organized and analytical Operations Specialist to support and optimize the end-to-end operational processes within our Private Health Insurance (PHI) vertical. This role is responsible for ensuring smooth execution of insurance plan updates, validating system integrations, supporting sales submissions, and collaborating closely with insurers and internal teams. The ideal candidate brings strong operational discipline, technical capability (including basic API understanding), and the ability to coordinate across multiple stakeholders to drive operational excellence.

Key Responsibilities:

Plan & Partner Management:

- Coordinate with insurers to obtain timely updates, clarify requirements, and manage onboarding for new products, processes, or integrations.

- Oversee the accurate uploading, updating, and maintenance of PHI plans in compliance with insurer guidelines.

- Serve as a key liaison between product, development, sales, and insurance partners to ensure API-based plan data and sales submission workflows function seamlessly.

- Maintain workflow tools (e.g., Asana) to track updates, timelines, and partner changes.

Operational Process Management:

- Update and maintain internal systems, workflows, and integrations to support evolving PHI requirements.

- Collaborate with tech teams to test, validate, and troubleshoot API integrations for plan uploads and policy submissions.

- Develop, document, and continuously refine Standard Operating Procedures (SOPs) to ensure clarity, consistency, and compliance.

Training & Enablement:

- Ensure training materials and LMS content remain current with PHI processes, system changes, and regulatory updates.

- Support internal training initiatives by communicating insurer updates, process improvements, and requirement changes.

Reporting & Analysis:

- Produce accurate daily/weekly/monthly reports on plan performance, submissions, error rates, and funnel metrics.

- Perform ad-hoc analyses to uncover insights, track KPIs, and drive process improvements.

- Monitor API logs, error reports, and transaction metrics to proactively identify and resolve operational issues.

Collaboration & Communication:

- Partner cross-functionally with Development, Product, Training, Customer Support, and Sales teams to align on operational and technical requirements.

- Communicate process changes, technical updates, and insurer requirements clearly and effectively to internal teams and external partners.

Requirements:

• Bachelors degree in Business, Technology, Operations, or a related discipline.
• 13 years of experience in operations, business analysis, process management, or a related field (insurance/financial services preferred).
• Foundational understanding of APIs (request/response, error codes, basic debugging).
• Proficiency with Asana or similar workflow tools, Excel/Google Sheets, and reporting/BI tools.
• Demonstrated experience creating and maintaining SOPs, process documentation, and workflow maps.
• Strong analytical mindset with the ability to convert data into actionable insights.
• Excellent communication skills with proven stakeholder management experience.
• Highly organized, proactive, and detail-oriented with the ability to manage multiple tasks in a fast-paced environment.