Process Lead

The Business Solutions team has an opportunity for a Process Lead
. As a Process Lead you’ll be responsible for leading end-to-end process reengineering initiatives that improve efficiency, customer experience, and scalability across the organization. This role partners closely with business and technology teams to document current-state journeys, design future-state processes, and drive sustainable change through implementation.

Ready to get in the driver’s seat? Join us!

• Lead process reengineering efforts from discovery through implementation, focusing on efficiency, scalability, and improved customer and employee experiences
• Facilitate detailed journey mapping workshops to document current-state processes, pain points, handoffs, and system interactions
• Design future-state process models, including workflows, decision points, controls, and supporting technology requirements
• Partner with business leaders, product, technology, and operations teams to align process improvements with strategic objectives
• Identify opportunities for automation, simplification, and standardization across end-to-end processes
• Develop clear process documentation, including journey maps, process flows, RACI models, and standard operating procedures
• Support change management efforts by collaborating with stakeholders on communication, training, and adoption of new processes
• Define and track process performance metrics to measure success and drive continuous improvement

• Experience leading end-to-end process improvement or reengineering initiatives in a complex business environment
• Strong background in journey mapping, process modeling, and documenting current- and future-state workflows
• Ability to facilitate cross-functional workshops with business, operations, and technology stakeholders
• Comfort translating business problems into clear process designs, requirements, and improvement opportunities
• Experience partnering with product and technology teams to drive process-enabled change
• Strong analytical skills with the ability to identify root causes, risks, and improvement opportunities across systems and handoffs
• Excellent communication skills, with the ability to influence and align stakeholders at multiple levels of the organization
• Bachelor’s degree in Business, Operations, Engineering, or a related field (or equivalent experience)

Key

Certifications:

• Lean Six Sigma:
  Green Belt or Black Belt for process efficiency
• Project Management Professional (PMP):
  For leading complex initiatives

Essential

Skills & Experience:

• 3-5 years' experience in process improvement, or operations, often in fast-paced environments.
• Technical Skills in process mapping (Visio, Lucidchart), ERP/HRIS systems (SAP, Oracle), Data Analysis (Excel, Tableau), Process Modeling.
• Strong leadership, communication, analytical thinking, problem-solving, and change management.
• Experience supporting digital transformation or automation initiatives
• Familiarity with process performance metrics, KPIs, and continuous improvement practices
• Experience working in insurance, financial services, or a regulated environment

• This position is open to U.S. remote work. However, team members who reside within 20 miles of the Traverse City headquarters will follow a hybrid schedule, working from the office three days per week.
• Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable. For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable.

Hagerty is an automotive enthusiast brand and the world’s largest membership organization. Along with being a best-in-class provider of specialty insurance for enthusiasts, Hagerty is also home to the Hagerty Drivers Foundation, Garage + Social, Hagerty Drivers Club, Marketplace and so much more. Committed to saving driving for future generations, each and…