Program Operations & Business Analyst

Job Title

In an increasingly complex world where people are starving for someone they can trust, we stand for something simple: always put the client first. We do well by doing good for those we serve. It's the ultimate measure. We believe in providing value beyond a doubt and in the notion that time will either expose you or promote you, based on your willingness to embrace change.

We serve financial advisors and investors through three entities, each headquartered in Omaha, Nebraska:
Carson Wealth, Carson Coaching and Carson Partners. We provide coaching and partnership services to advisor firms – and straightforward financial advice to the investing public. We all share a common mission to be the most trusted in financial advice.

Develop and optimize the systems, data, and processes that support the continued growth of Client Acquisition. Build deep expertise in the program's lead lifecycle, partner ecosystem, Contact Center workflows, technology platforms, and reporting to independently define requirements and drive operational improvements. Analyze program performance to identify friction, leakage, inefficiencies, and root causes that affect lead quality, conversion, and scalability. Translate strategic priorities and complex business challenges into clearly structured processes, documentation, and technical requirements.

Partner with internal teams and external lead-generation partners to implement solutions and drive adoption. Balance detailed operational ownership with a broader focus on developing the infrastructure needed to scale the program effectively.

Process Development and Optimization:
Own the development, documentation, and continuous improvement of Client Acquisition processes. Map workflows, analyze program performance, and identify friction, root causes, and opportunities to improve lead quality, conversion, efficiency, and scalability. Identify opportunities to automate activities, implement tools, or modify processes to reduce manual intervention while supporting necessary manual processes until scalable solutions are available. Capture lessons learned, refine practices, and proactively identify areas where the program's technical or operational maturity requires improvement.

Requirements and Technology Backlog Management:
Partner directly with Client Acquisition leadership to translate strategic priorities into clear, actionable business and technical requirements. Own the intake, evaluation, prioritization, and ongoing management of the technology and data enhancement backlog in partnership with leadership and internal Technology and Data teams. Evaluate requests based on impact, urgency, effort, dependencies, and tradeoffs, and provide appropriate visibility to marketing leadership. Maintain the program's active technology bug list, monitor outstanding issues, and track items through resolution.

Lead Lifecycle and Vendor Performance:
Analyze the performance and quality of third-party paid lead aggregators in partnership with the Contact Center. Validate lead quality, identify invalid or noncompliant leads, and facilitate refund processes with vendors to promote accountability and consistent lead quality. Partner with Client Acquisition leaders and external lead-generation partners to translate performance insights into improvements across targeting, lead quality, routing, qualification, volume, and conversion.

Evaluate the end-to-end lead lifecycle, including acquisition, qualification, routing, appointment setting, advisor handoff, and reporting, to identify gaps and improvement opportunities.

Systems and Workflow Management:
Work directly within systems such as Hub Spot, Salesforce, Power BI, Catch light, Calendly, and similar tools to understand how data and processes connect across the lead lifecycle. Develop and maintain process documentation, use cases, workflow maps, and requirements that can be effectively used by technical partners for solution development. Document and improve Contact Center workflows related to lead intake, routing, qualification, appointment setting, handoffs, exception handling, and follow-up.

Review and continuously improve advisor…