Senior Consultant, Operations Process Innovation

Senior Consultant, Operations Process Innovation

We need an ambitious, curious leader to become a Senior Consultant, Operations Process Innovation on the Automation and AI Team to help drive the biggest change in the company's history.

The Opportunity – Why Join

Are you ready to redefine how an entire industry engages with customers? At AAA Life we leverage technology to put human connection at the heart of what we do. If you are someone who thrives on purpose and wants to make a tangible difference in people's lives when it matters most, then join AAA Life who has the unique ability to access tens of millions of existing AAA customers powered by the strength of one of America's most trusted brands. We have embarked on a mission to double in size - Becoming one of the largest providers in the US. These facts showcase why we're the right choice:

• On purpose: a leading professional services firm found that the commitment, empathy and dedication of employees at AAA Life was the highest across a benchmark of top US companies
• On growth: we have the privilege to offer our products to tens of millions of Americans that are proud members of AAA
• On making a difference: we serve Americans by delivering life insurance products that make a true difference for families during their hardest times, not wealth management instruments (more details on this during the interview)
• On culture: USA Today named us 2025 top workplace nationwide. We believe the job of an insurance company is to do good. Our mission is to help our members during what is often the hardest times in their lives. We pick up the phone to people who have lost loved ones and offer our genuine support. That is why we will always put human connection at the heart of what we do - always being there to talk to our members person to person. We believe the job of an insurance company is to pay out. That is what insurance is for. Most of our members have real life policies - policies that bring peace of mind during life, and genuine support in the event of death. We are not here to chase the super-rich with annuities and wealth management products. AAA has been one of the most trusted names in America because it believes in providing the services that middle class Americans need.

The Role

You will be joining a small, newly formed but highly visible Automation and AI team to lead and deliver some of the most strategic and high-impact initiatives in the company's history. These are not incremental improvements—this is about fundamentally rethinking how work gets done. You will be responsible for identifying, redesigning, and scaling processes that enable automation and AI to thrive across the organization.

This is a high visibility Senior Consultant, Operations Process Innovation role—you will partner directly with business stakeholders and AAA Life leadership to uncover inefficiencies, challenge legacy ways of working, and drive meaningful change. You will not be handed fully defined problems. Instead, you will be expected to navigate ambiguity, break down complex operational challenges, and turn them into scalable, technology-enabled solutions.

You will own outcomes. While you will have support from architects and technical experts, you will be accountable for ensuring solutions are viable, adopted, and delivering measurable impact. This requires someone who is both technically fluent—understanding what automation (RPA, AI, and emerging tools) can and cannot do—and operationally sharp, able to translate business needs into effective solutions.

Success in this role requires a high degree of independence and tenacity. You will be expected to push through obstacles, influence stakeholders without direct authority, and drive progress even when alignment is not immediate. If you are someone who needs step-by-step direction, avoids challenging the status quo, or is uncomfortable operating in ambiguity, this role will likely not be a fit.

At the same time, for the right person, this role offers a rare opportunity: the ability to reshape core business processes, scale automation and AI capabilities, and directly impact how quickly and effectively we serve our members. Your success will be measured by tangible outcomes—reduced time to serve, improved quality, and a meaningfully better member experience. The Next Phase

Our mission is to provide those services for as many people as we can. To achieve that we need to evolve. We need to boldly embrace innovation and technology. Your leadership will help us deliver on our mission together and achieve our transformation. At AAA Life, empathy and progress go hand in hand, creating a culture where bright ideas flourish and meaningful impact grows. If you are drawn to an environment that values purpose as much as potential, we invite you to join us. Because here, being there for people isn't just a promise—it is our driving force.

Position Responsibilities

• Lead the identification, redesign, and implementation of end-to-end business processes to enable automation and AI at scale
• Partner with business leaders to uncover inefficiencies, challenge legacy workflows, and define future-state operating models
• Translate business problems into automation and AI-enabled solutions, working closely with architects and developers to deliver outcomes
• Drive the full lifecycle of initiatives—from problem identification and solution design through implementation, adoption, and measurable impact
• Ensure solutions are scalable, sustainable, and aligned with enterprise architecture and long-term strategy
• Act as the bridge between business and technology, ensuring solutions are both technically feasible and operationally effective
• Influence stakeholders across all levels without direct authority, building alignment and momentum for change
• Establish and track success metrics, including time to serve members, quality improvements, and overall experience enhancements
• Identify opportunities to expand automation and AI capabilities across functions, helping scale impact across the organization
• Continuously evaluate emerging tools and technologies to enhance automation and AI capabilities

Core Competencies – How You Will Contribute

Ownership & Accountability

• Takes full ownership of outcomes, not just deliverables
• Drives initiatives forward despite ambiguity, obstacles, or lack of direction

Problem Solving & Process Innovation

• Breaks down complex operational challenges and redesigns them into scalable, efficient solutions
• Challenges the status quo and rethinks how work should be done in an automation-first environment

Technical & Automation Fluency

• Strong understanding of automation technologies (RPA such as UiPath, AI/ML concepts, and related tools)
• Ability to translate between technical teams and business stakeholders

Influence & Stakeholder Management

• Effectively influences without authority across all levels of the organization
• Builds trust and alignment while driving necessary change

Execution & Delivery

• Delivers high-impact initiatives with measurable results
• Balances speed with quality, ensuring solutions are both effective and sustainable

Adaptability & Resilience

• Thrives in ambiguity and fast-changing environments
• Demonstrates persistence and tenacity in solving difficult problems

Qualifications

Required Education/Experience

• Bachelor's degree in Business, Operations, Information Systems, Engineering, or a related field
• 4–7+ years of experience in process improvement, operations, automation, or consulting
• Proven track record of driving measurable productivity improvements through process redesign, automation, or technology enablement
• Strong understanding of automation capabilities, including RPA tools (UiPath or similar) and exposure to AI-driven solutions
• Experience leading complex, cross-functional initiatives from ideation through implementation and adoption
• Demonstrated ability to independently solve complex problems and drive outcomes in ambiguous environments
• Experience working with data (Excel, SQL, or similar tools) to analyze performance and inform decision-making
• Strong understanding of change management principles and experience driving adoption across business teams

Preferred Experience

• Lean Six Sigma Black Belt certification (or equivalent depth of experience applying structured process improvement methodologies)
• Hands-on experience with UiPath or other RPA platforms
• Experience identifying and implementing AI use cases within business operations
• Background in insurance, financial services, or other operationally complex industries
• Experience in consulting, process re-engineering, or large-scale transformation efforts
• Experience using Python, R, or other analytical tools to support advanced analysis
• Prior experience influencing or leading initiatives across multiple business functions