Operations Specialist for Communication Consultants

Company: Mercer Description: We are seeking a talented individual to join our Career Communication team at Mercer. This role will be based anywhere in the U.S. a Mercer office is located, as this is a hybrid role that has a requirement of working at least three days a week in the office. The Operations Specialist is the operational backbone of their Hub within the Service Delivery organization. Sitting at the intersection of field consultants, Hub consultants, external vendors and contractors, the Operations Specialist is the first line of defense for incoming requests — answering field consultant queries on pricing and services, staffing projects, maintaining the workflow systems and forms that keep the Hub running, and overseeing financial processes that protect Hub profitability. We will count on you to: Act as primary contact for field consultants, handling Hub inquiries on pricing, services, scoping, and engagement models, and triaging ad-hoc or complex questions to the right team member. Manage end-to-end intake and assignment of requests, ensuring clear scope, prioritization, and routing to appropriate resources. Assign and coordinate team capacity—matching writers, analysts, project managers, and vendors to work based on availability, skills, and project complexity—while partnering with leads to balance workloads. Maintain and operate workflow systems, intake forms, trackers, SOPs, and documentation; execute standard processes reliably and implement documented process improvements. Oversee financial and vendor operations including invoicing, PO setup, billing coordination, payment reconciliation, and tracking core metrics (utilization, billing, margins) to support leadership reporting. Coordinate cross-team deliverables and onboarding logistics (contractor ramp-up, tech setup), resolve routine operational issues, and escalate staffing or process risks to Hub leadership. What you need to have: Bachelor's degree in English, business, communication, journalism, human resources, or related field of study A minimum of 5 years’ extensive experience optimizing daily workflows, resources, and processes. Experience with client and vendor invoicing Detail-oriented individual with excellent organizational and project management skills, plus ability to prioritize and handle multiple tasks with concurrent deadlines What makes you stand out? Experience supporting employee communication consultants Experience in a professional services or consulting firm highly preferred Why join our team: We help you be your best through professional development opportunities, interesting work and supportive leaders. We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities. Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being. Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X. Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting View email address on click.appcast.io. Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person. The applicable base salary range for this role is $66,200 to $132,500. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.