An Operations Analyst supports the implementation, optimization, and ongoing performance of third-party and proprietary tools used by SERVPRO for its National Account programs. This role ensures tools are integrated into business processes, aligned with industry standards, and meet client compliance requirements. Additionally, the analyst contributes to strategic planning and continuous improvement efforts related to tools, operational workflows, and compliance practices, providing user support and focusing on data integrity and industry alignment. The Operations Analyst reports to the Director of Sales Operations Excellence.
Responsibilities
Regularly perform gap analysis to identify accuracy, effectiveness, and completeness of adopted third-party tools, including intake, dispatch, job progress tracking, communication, uploads, and audits
Work with internal stakeholders to align current processes and training with the adoption and use of third-party tools
Assist in identifying, planning, and implementing current and future third-party tools to improve quality, reduce costs, increase productivity, and improve cycle time by reducing wasted time and rework
Develop and maintain rule data sets to continuously calibrate, grow, and increase effectiveness of third-party tools
Evaluate financial impact and revenue opportunities created by using third-party tools
Stay in tune with product updates, enhancements, and new third-party applications that may impact SERVPRO
Collaborate with the National Account Sales team on introducing, adopting, implementing, and supporting third-party tools with National Account Clients
Identify expansion opportunities for the use of adopted third-party tools across different SERVPRO Service Lines
Work with third-party vendors regarding the setup, implementation, testing, and ongoing improvement of their tools
Create, develop, and manage reporting to track SERVPRO’s usage and performance of adopted third-party tools
Use appropriate measurement, analysis, and evaluation methods to accurately identify and document process improvements
Present analysis and recommendations to stakeholders
Actively and consistently support all efforts to simplify and enhance the Franchise/customer experience
Provide management with project status updates, feedback, and appropriate reporting on key responsibilities and objectives
Provide initial training and ongoing support to ensure business objectives associated with these tools and processes are met
Requirements
Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
At least two years' experience working in the insurance or restoration industry
Extensive use and knowledge of Verisk and/or Cotality Tools (Xactimate, Estimate, XactXpert, QA Assist, XactAnalysis, Workspatce, Mitigate, etc.)
Experience as a property claims adjuster and/or reviewing or writing rebuild or mitigation estimates as a TPA or program participant in the restoration industry
Highly results driven and process oriented
Ability to identify opportunities, find solutions and then implement those solutions
Strong ability to identify / frame problems and then propose actionable solutions
Strong working knowledge of Microsoft Excel
Problem solving skills and intellectual curiosity, with a bias toward solution development
Strong collaboration with experience leading cross-functional projects
Ability to comprehend, interpret, and analyze complex and/or incomplete data
Ability to create professional summaries, including charts and data, and then present to various stakeholders
Desire to learn and motivation to continue to grow with the organization
Work well in a team environment
Bachelor’s degree or 2+ years’ experience working in the insurance or restoration industry
Benefits
Excellent health benefits plan, which includes medical, vision and dental options
401(k) with company match
Company profit sharing plan
Generous paid time-off and paid holidays
Paid parental leave
2 free on-site fitness rooms
Employee Assistance Program
Employee Resource Groups
Personal and professional development program
Important Details
Work format: local candidates in the Greater Nashville/Gallatin area are strongly preferred to facilitate collaboration with headquarters and regional leadership; remote candidates will also be considered based on qualifications and experience
About the Company
For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Its 2,200+ individually owned and operated franchises are supported by a dedicated headquarters team. The company strives to cultivate a professional community that respects and celebrates the things that make its employees unique, the things they share, and the collaborative spirit they bring to the work they pursue together.
