Ops Project Coordinator

Role Summary
The Operations Project Coordinator is responsible for supporting operational readiness and execution of client initiatives, including rate increase programs, BIO processes/projects, and other assigned operational efforts, from intake through implementation completion.

This role is accountable for rigorous execution of billable operational projects, including tracking planned vs. actual effort, monitoring operational analyst (OA) utilization, and ensuring delivery commitments align with available capacity.
This role partners closely with internal departments—including Actuary, IT, Call Center, Mailroom, and Operations—to coordinate activities, manage timelines, monitor dependencies, and ensure successful delivery.
Initiatives assigned to this role are typically standard to moderately complex in nature. The Operations Project Coordinator independently facilitates execution, maintains continuous client engagement, obtains cross functional commitment to timelines, monitors and follows through on IT related dependencies, and manages risk, escalation, and go/no go decisions within defined scope and governance.

Key Responsibilities
End-to-End Execution Accountability
• Create, manage, and maintain operational project timelines, including milestones, dependencies, and deliverables for assigned rate increase, BIO, and other operational initiatives.
• Continuously analyze project timelines, dependencies, and execution data for assigned initiatives to identify risks, gaps, and trends, and provide clear, visible project status updates and insights to stakeholders to support day‑to‑day execution and decision‑making.
• Own and drive end-to-end operational execution for standard to moderately complex initiatives, from intake and readiness planning through implementation and completion.
• Coordinate cross-functional execution across Actuary, IT, Operations, Call Center, and Mailroom, actively managing milestones, dependencies, and handoffs to maintain operational readiness.
• Obtain commitment from internal stakeholders to deliver assigned activities by agreed deadlines; document commitments, monitor progress, and proactively escalate risks or missed deadlines.
• Maintain a single, authoritative operational delivery plan and provide clear, timely status, risk, capacity, and execution insights to stakeholders and assigned clients.
• Monitor, track, and follow through on IT tickets and technical dependencies related to assigned rate increase, BIO, and other operational initiatives; assess impact to timelines and readiness, communicate status to stakeholders and clients as appropriate, and escalate stalled or at risk items per defined pathways.
• May be assigned to support additional operational initiatives beyond rate increases, applying the same execution, coordination, and governance standards.

Resource & Billable Effort Management
• Estimate, document, and track billable operational effort (OA hours) for assigned initiatives from intake through completion.
• Validate resourcing assumptions with Operations leadership prior to committing to timelines.
• Monitor actual vs. planned effort and proactively surface risks to delivery, utilization, or margin.
• Provide clear visibility into demand vs. supply conflicts and recommend prioritization or escalation when capacity constraints exist.
Client Communication & Stakeholder Engagement
• Serve as an operational point of contact for assigned clients throughout the rate increase implementation lifecycle.
• Maintain continuous, proactive communication with clients, including updates on timelines, progress, risks, issues, and next steps from intake through completion.
• Host and facilitate client meetings for standard and moderately complex implementations to review status, readiness, and operational plans.
• Communicate operational impacts and issues clearly and professionally, escalating complex or high risk concerns as appropriate.
• Ensure client messaging is accurate, consistent, and aligned with operational standards and execution reality.

Risk Management, Escalation, Governance & Quality
• Exercise independent judgment within defined operational standards, templates, and governance frameworks.
• Proactively identify operational risks, issues, and dependencies.
• Escalate high-risk, high-impact, or capacity-constrained scenarios to the Senior Project Coordinator or leadership.
• Independently determine mitigation strategies and lead escalation resolution for standard and moderately complex scenarios.
• Participate in and recommend or authorize go/no go decisions for assigned initiatives in alignment with defined governance criteria.
• Escalate high risk, high impact, cross functional, or ambiguous scenarios to the Senior Operations Project Coordinator or leadership.
• Ensure implementation activities meet quality, compliance, and process standards.
• Maintain accurate documentation using established templates and version control.

Team Collaboration & Support
• Build strong working relationships with cross functional partners and Operations peers.
• Collaborate across initiatives to support team delivery and continuity.
• Seek guidance and mentoring from Senior Operations Project Coordinators as needed.
• Support peak workload periods and provide operational continuity when required.