Operations Engagement Specialist

Since 2003, Goosehead Insurance has been disrupting the insurance industry by giving clients the power of choice, utilizing a smarter marketing approach, and delivering world-class service. This is all powered by our focus on hiring and retaining extraordinary people. Our clients trust us with their most valuable possessions, so we’re more than just a bit selective when it comes to hiring new team members.

The Operations Engagement Specialist is a force-multiplier role within Goosehead’s Client Experience (CX) Operations team, responsible for architecting and scaling the way operational priorities are translated into clear, compelling, and high-adoption communications.

This is not a traditional internal communications role. This position is designed for a digitally fluent, AI-first operator who leverages LLMs (e.g., ChatGPT and similar tools), automation platforms, scheduling systems, and modern content design tools to build scalable communication systems — not just messages.

The Specialist acts as the connective tissue between CX strategy and frontline execution, ensuring that every operational initiative is translated into structured, digestible, and multi-channel communications that drive adoption and reduce ambiguity. By combining structured thinking, AI enabled workflows, and digital distribution systems, this role enables the Communications function to operate at 5–10x traditional output capacity without increasing headcount.

This is an individual contributor role with no direct reports, but it carries outsized influence through system design and digital leverage.

• Architect and scale CX Operations communications using AI/LLM tools to draft, refine, summarize, and tailor content for multiple audiences (agents, managers, leaders, partners) with speed and consistency.
• Design and operationalize a multi-channel communications engine (email, intranet, presentations, video summaries, chat platforms, knowledge hubs), using scheduling and orchestration tools (e.g., Hootsuite or similar platforms) to automate delivery and increase reach.
• Develop AI-powered content workflows, including reusable prompt libraries, message templates, change narratives, FAQ generators, executive briefing formats, and structured announcement frameworks.
• Convert complex operational initiatives into structured communication cascades that reduce noise, prevent misalignment, and drive measurable adoption.
• Build and maintain a scalable Communications Operating System (templates, style guides, automation checklists, distribution logic, cadence calendars, analytics dashboards).
• Partner with CX Operations leadership to modernize the department’s partner interface model through AI-generated summaries, structured meeting recaps, automated action trackers, and standardized executive-ready materials.
• Optimize the CX Operations intranet presence by designing clear information architecture, improving searchability, and using AI tools to ensure content freshness and consistency.
• Monitor engagement analytics (open rates, click-throughs, adoption metrics, sentiment feedback) and continuously refine messaging strategy using data-driven insights.
• Continuously evaluate emerging AI, automation, and digital communications technologies and integrate high-impact tools into the Communications ecosystem.

• Bachelor’s degree in Communications, Marketing, Business Administration, or related field.
• 2–4 years of experience in internal communications, marketing operations, CX operations, digital engagement, or content strategy.
• Demonstrated hands‑on fluency with AI/LLM tools (e.g., ChatGPT or equivalent platforms) for drafting, summarizing, editing, and scaling written communications.
• Experience using digital distribution and scheduling tools (e.g., SharePoint, intranet platforms, Hootsuite or similar orchestration systems, Synthesia text-to-video, etc.).
• Advanced proficiency in Microsoft Office 365 (PowerPoint, SharePoint), Canva, and Adobe Acrobat for executive-quality content creation.
• Strong systems thinker with the ability to translate ambiguity into structured communication frameworks.
• Demonstrated…