Role Overview
The Producer Services Readiness Lead serves as the senior Producer Services subject matter expert for translating approved requirements into practical workflows, standard operating procedures, training, service processes, controls, and launch plans. The role leads and coordinates readiness activities for new and changing business-process requirements within Producer Services.
The Lead applies sound operational judgment and escalates decisions involving policy, risk, resources, or cross-functional ownership to the appropriate Producer Services leader. The Lead coordinates readiness activities and assesses whether staff, workflows, materials, system dependencies, and escalation paths have been prepared before new producer-facing requirements go live, escalating unresolved readiness risks as appropriate.
The role provides targeted onboarding and Support readiness during launches and peak periods but does not become the standing owner of routine onboarding, Support production, regulatory interpretation, or technical delivery.
Key Responsibilities
Business Process Readiness & Subject Matter Expertise
- Serve as the Producer Services subject matter expert for the implementation of new and changing business-process requirements.
- Translate approved policy, program, regulatory, financial, and operational decisions into clear Producer Services workflows and operating requirements.
- Develop and recommend how approved requirements should be executed across affected Producer Services teams, working with team leaders to confirm the final operating approach.
- Map current- and future-state processes, including roles, handoffs, decision rights, controls, exceptions, and escalation paths.
- Identify missing decisions, process gaps, conflicting requirements, and dependencies that could prevent successful implementation.
- Recommend practical operating approaches that balance producer clarity, control requirements, service quality, and available capacity for review and approval by Producer Services leadership.
- Maintain awareness of new and changing Producer Services processes across registration, reporting, validation, adjustments, corrections, payments, delinquency, and regulator referrals to support readiness planning and implementation activities.
- Process Implementation & Operationalization
- Assess the operational feasibility and impacts of new or changing requirements affecting Producer Services.
- Coordinate and support the implementation and operationalization of approved Producer Services processes, partnering with process owners and functional leaders to ensure readiness activities are completed.
- Draft and maintain operational process documentation, including SOPs, process maps, job aids, checklists, decision trees, intake procedures, queue-routing rules, and escalation protocols.
- Document process ownership, handoffs, decision rights, and escalation paths across Producer Services and partner functions.
- Coordinate the transition of approved requirements from process design into day-to-day operations.
- Assess readiness and identify gaps related to workflows, documentation, controls, staffing, data, knowledge, and escalation paths before launch, escalating unresolved risks to the appropriate leader.
- Monitor adoption after launch, identify operational gaps, and coordinate approved process updates, training activities, or corrective actions with the appropriate process owners.
- Transition implemented processes to the appropriate steady-state owner after stabilization.
Training, Launch & Adoption
- Develop and coordinate operational training for new and changing Producer Services processes.
- Prepare facilitator materials, staff job aids, process guidance, scenarios, and readiness resources.
- Facilitate or support training sessions for Producer Services and other affected teams.
- Support readiness activities designed to ensure affected staff have access to process guidance, resources, training, and escalation paths before launch.
- Coordinate operational launch plans, including readiness checkpoints, communications inputs, staffing considerations, and contingency procedures.
- Support post-launch stabilization by monitoring questions, handoff failures, process exceptions, and operational issues
- Maintain documentation showing completion of required readiness, training, and launch activities.
Product Owner & Solutions Partnership
- Partner with the Producer Solutions Product Owner to connect business-process readiness with the product and systems roadmap.
- Provide process requirements, workflows, business rules, exceptions, and operational input needed to support systems development.
- Review proposed system changes for alignment with approved Producer Services processes and operating needs.
- Provide subject matter expertise during requirements development, testing preparation, and implementation planning.
- Participates in UAT and business acceptance as the operational-process subject matter expert and validate that end-to-end workflows and exceptions have been documented and tested.
- Prepare teams, workflows, knowledge, and training for system releases coordinated through the Product Owner.
- Identify gaps between approved business processes and proposed technical solutions and raise the associated operational impacts.
- Support and coordinate operational readiness activities associated with transitioning approved system improvements into Producer Services.
- Provides operational recommendations and readiness assessments within delegated authority; final product acceptance, prioritization, and release decisions remain with the Product Owner and business sponsor.
- Maintain clear separation between process readiness and product ownership. The Product Owner manages the systems roadmap, systems requirements, UAT governance, and delivery coordination; the Readiness Lead serves as the operational readiness lead for process implementation, staff readiness, training, launch preparation, and operational adoption activities.
Cross-Functional Coordination
- Coordinate with Compliance to ensure processes reflect approved regulatory requirements while maintaining Compliance ownership of regulatory interpretation and correctness.
- Coordinate with Finance on producer-facing payment, invoicing, adjustment, and correction processes while maintaining Finance ownership of billing.
- Coordinate with Producer Support on intake, routing, approved answers, service workflows, and case escalation procedures.
- Support delinquency-monitoring and regulator-referral processes while maintaining regulator ownership of enforcement decisions.
Continuous Improvement & Process Controls
- Monitor operating results and recommend updates to processes, controls, training, and readiness standards based on recurring issues and lessons learned.
- Identify opportunities to simplify workflows, reduce manual work, strengthen controls, and improve producer clarity.
- Maintain traceable documentation of approved decisions, process requirements, controls, ownership, and implementation status.
- Support audit-ready operations by ensuring procedures, required evidence, and approval points are clearly documented.
- Provide analysis and recommendations to Producer Services leadership regarding improvement opportunities based on service, risk, producer, and implementation impacts.
- Other job related duties as assigned.
Skills & Competencies
- Strong business-process design, implementation, and operationalization skills.
- Ability to become a trusted subject matter expert across complex and changing process requirements.
- Strong facilitation and training skills with technical and nontechnical audiences.
- Excellent organizational and follow-through skills across multiple concurrent launches and deadlines.
- Ability to translate approved requirements into clear workflows, roles, controls, and operating instructions.
- Strong written communication and documentation skills.
- Ability to identify missing decisions, unclear ownership, dependencies, and implementation risks.
- Sound operational judgment and confidence recommending readiness actions and tradeoffs.
- Comfortable providing hands-on support during launches while maintaining appropriate long-term ownership boundaries.
- High attention to detail, adaptability, and commitment to reliable implementation.
Qualifications
- 3-5 years of experience in business operations, process implementation, operational readiness, service delivery, business analysis, change implementation, project delivery, or a related environment.
- Bachelor’s degree preferred; relevant experience will be considered.
- Demonstrated experience implementing new or changing business processes across multiple teams.
- Experience developing SOPs, workflows, training materials, controls, readiness plans, and launch procedures.
- Experience serving as a business-process subject matter expert and coordinating work across operational and technical teams.
- Experience supporting system implementations, requirements development, UAT, business acceptance, or post-launch stabilization.
- Experience facilitating operational training and supporting adoption of new processes.
- Experience in regulated industries, sustainability, producer responsibility, membership organizations, compliance operations, or another deadline-driven environment preferred.
- Familiarity with CRM, case-management, portal, workflow, Jira, reporting, or related operational systems preferred.
- Process-improvement, business-analysis, project-management, training, or change-management certification is a plus.
Compensation & Other Information
- Location: Remote in the United States
- Pay Rate: Based on a variety of factors in accordance with applicable law including the successful candidate’s relevant experience, skills, knowledge, and experience.
- Reports To: Senior Vice President of Producer Services
Circular Action Alliance is an equal employment opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex (including pregnancy, childbirth, lactation, and related medical conditions), national origin, military or veteran status, sexual orientation, gender identity, age or any other category protected by applicable federal, state, or local law. If you require accommodation as part of the application process, please contact careers@circularaction.org.
