[Remote] Senior Process Engineer- P&C Insurance Operations
Note: The job is a remote job and is open to candidates in USA. Pets Best Insurance Services, LLC is a subsidiary of Independence Pet Holdings, which manages a broad portfolio of pet health brands and services. The Senior Process Engineer will be responsible for documenting and optimizing critical business processes within operations, particularly in Customer Care and Claims, to improve efficiency and effectiveness.
Responsibilities
- Ensure critical processes in Customer Care (call center) and Claims are mapped (in Visio or comparable application)
- Overlay inventory flow data on process maps to identify volumes, queuing, idleness, not in good order rates, cycle times by process steps, etc.
- Recommend, implement, and monitor KPIs related to critical processes in Customer Care and Claims
- Maintain a list of prioritized process improvement ideas based on an impact / complexity framework
- Partner with senior business leaders and technology leads to write requirements and then implement projects to optimize processes
- Partner with senior business leaders and managers to create standard operating procedures and standard work documents
- Consult on claims automation initiatives
- Consult on chatbot design and deployment
Skills
- 5+ years of experience in business process management (LSS Green Belt certification)
- 5+ years in a property & casualty company
- Proven ability to deliver positive business outcomes (e.g., efficiency, quality, customer experience)
- Knowledge of process improvement methodologies (e.g., Lean Six Sigma, SIPOC)
- Experience in facilitating team complex problem-solving sessions to map existing processes and identify optimization opportunities
- In-depth factor analysis, resolve complex models and procedures, communication, and project management skills
- Fluent in Visio and other process documentation applications and data analysis tools (e.g. Excel, Power BI)
- Familiar with workflow automation tools
- Strong project management skills, ability to advise on and manage multiple complex priorities across departments
- Change management experience (style adaptation, persuasive communication)
- LSS Black Belt certification
- Experience utilizing process simulation applications (e.g., Aspen, UniSim)
- Robotic Process Automation certification
- Project management certification (PMP, etc.)
- Change management certification (Ex. Prosci, CCMP, Agile Certified Practitioner)
Education Requirements
- Bachelor’s degree in STEM or another analytical discipline
- Bachelor’s degree in process engineering or process management
Benefits
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
Company Overview
- Pets Best provides peace of mind and financial relief for owners of pets who need veterinary care. We are always accessible to our policyholders. It was founded in 2005, and is headquartered in Boise, Idaho, USA, with a workforce of 201-500 employees. Its website is http://www.petsbest.com.
Company H1B Sponsorship
- Pets Best Insurance Services, LLC has a track record of offering H1B sponsorships, with 1 in 2025. Please note that this does not guarantee sponsorship for this specific role.
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