Insurance Operations Specialist
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Job Description
Insurance Operations Specialist improving agency workflows and platform adoption for Outmarket, an AI-powered commercial insurance platform. Partnering with clients and CSMs on training, enablement, issue triage, onboarding, renewals, and expansion.
Responsibilities:
- Own usage and adoption outcomes for a portfolio of agency and brokerage clients
- Learn each client’s workflows across submissions, certificates, endorsements, renewals, servicing workflows, and internal handoffs
- Identify stalled adoption and determine the underlying causes
- Design interventions including retraining, workflow redesign, champion development, and improved internal communication
- Deliver training sessions for small service teams and large brokerage rollouts
- Build quick-reference guides, onboarding checklists, role-specific training paths, and adoption playbooks
- Turn successful client approaches into repeatable resources
- Reproduce, document, and triage technical issues before escalation and follow them through resolution
- Partner with the CSM on onboarding, business reviews, renewals, and expansion conversations
- Keep account records, meeting notes, and follow-ups current and accurate
Requirements:
- 3+ years of experience in an insurance agency, brokerage, or carrier environment across account management, client service, operations, underwriting support, claims, or similar roles
- Strong working knowledge of agency operations, including submissions, certificates, endorsements, renewals, and supporting systems
- Familiarity with AMS360, Applied Epic, HawkSoft, Nexsure, or similar agency management systems
- Demonstrated ability to change how people work through process rollouts, tool adoption, or workflow redesign
- Strong written and verbal communication skills, including comfort working with senior stakeholders
- Strong judgment and comfort operating in ambiguity
- Proactive mindset and willingness to identify problems before clients ask for help
- P&C license and/or CISR, CIC, CPCU, or similar designation is a bonus
- Experience training, teaching, or facilitating enablement is a bonus
- Exposure to employee benefits in addition to commercial lines is a bonus
- Experience in fast-moving startup or high-change environments is a bonus
Benefits:
- Direct path to growth into a Client Success Manager role
- Opportunity to help build the adoption, training, and enablement foundation for a growing client success organization
- Meaningful ownership and visibility across client outcomes and internal operations
- Close partnership with experienced client-facing teammates and cross-functional exposure across the company
- Opportunity to bring deep insurance knowledge into a modern, AI-first platform built specifically for the industry
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