Senior Command Center Representative

As a Senior Command Center Readiness Representative, you will play a critical role in ensuring the successful execution of deployment readiness for consumer-facing operations. Acting as a key liaison between technical teams and operational stakeholders, you will monitor deployments, triage issues in real time, and communicate effectively across all levels of the organization. This role sits within the Command Center and is pivotal during open enrollment periods and other high-impact deployment windows.

• Ensure deployment readiness by managing and monitoring timelines, dependencies, and progress across various product rollouts (20+ products).
• Participate in a virtual live command center daily, helping to monitor chat, respond to inquiries, and triage issues as they arise.
• Understand each deployment: what's being deployed, what questions are expected, and how to address them proactively.
• Work with stakeholders from insurance operations, product, and IT to resolve issues and ensure a seamless consumer experience.
• Serve as a bridge between technical and operational teams, ensuring issues are clearly communicated and resolved effectively.
• Track deployment activity using tools like Azure, ServiceNow, and Excel; maintain logs, post updates, and manage tickets.
• Provide end-of-day communication summaries that may be elevated to executive leadership; distill complex information for diverse audiences.
• Shadow and train new team members to bring them up to speed on expectations and systems.
• Occasionally work extended hours during peak periods or Saturday deployments.

• Bachelor's degree or equivalent work experience.
• 5+ years of experience in consumer operations, preferably in healthcare or insurance.
• Strong verbal and written communication skills, including the ability to simplify complex concepts for various audiences.
• Proven ability to work independently and make informed decisions under pressure.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint), ServiceNow, and tracking tools like Axure.
• Experience in deployment readiness, command center operations, or call center environments is highly desirable.
• Ability to manage multiple systems and communication platforms (e.g., Zoom, Teams chat) simultaneously in a live setting.

1. Effective Communication - both written and verbal, tailored to technical and non-technical audiences.
2. Calm Under Pressure - ability to triage and resolve time-sensitive issues in a high-stakes environment.
3. Transparency & Proactivity - follows up, escalates appropriately, and stays ahead of potential risks.

• Experience in health insurance operations or with health-related products.
• Familiarity with AEP (Annual Enrollment Period) processes.
• Previous experience in a live command center or high-volume operations setting.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.