Legal Operations Specialist - Remote

At Selective, we don't just insure uniquely, we employ uniqueness.

Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2025 and certification as a Great Place to Work in 2025 for the sixth consecutive year.

Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.

The Legal Operations Specialist supports the administration, maintenance, and continuous improvement of the claims legal department applications by managing incident and service request workflows, configuring system features, and coordinating across stakeholders to ensure effective issue resolution and application/ process enhancement. Responsibilities include owning the lifecycle of automated templates and task triggers, supporting upgrade/ feature testing and release activities, and ensuring proper user access management. Additionally, contributes to change management through documentation and training, gathers and analyzes user feedback to drive improvements, and assists with requirements development, project coordination, and business process optimization initiatives. This is a remote position, but the ideal candidate will located in the northeast area -NY, MA, CT, RI, NJ, PA, OH, WV, VA, DE, MD or NC.

• Manages all incoming incident and service request tickets across vendor-managed applications, owning tier 1/2 triage and resolution. Acts as the primary liaison for escalated tier 3 issues/ requests, coordinating cross-functionally with business stakeholders, vendor support teams, internal IT, and the Legal Operations Administrator through full resolution.
• Manages the end-to-end lifecycle of task list triggers within the case management system's existing capabilities, including reviewing and prioritizing requests, defining requirements, configuring solutions, and coordinating testing and release within the claims legal case management system.
• Manages the end-to-end lifecycle of automated merge templates within the case management system's existing capabilities, including reviewing and prioritizing requests, defining requirements, configuring solutions, and coordinating testing and release within the claims legal case management system.
• Supports change management initiatives by developing and maintaining knowledge base (KBA) documentation for system features and business processes and delivering end-user training in both in-person and virtual environments as needed.
• Analyzes release notes for system upgrades and enhancements, develops and executes feature and regression testing, and documents results to confirm production readiness.
• Engages regularly with field users and leadership to gather feedback, identify user experience improvements, and uncover opportunities for system and process enhancements aligned with industry best practices, escalating recommendations to the Legal Operations Administrator.
• Administers user access across claims legal applications, ensuring proper role-based permissions and accurate access levels.
• Supports project deliverables by assisting with meeting and presentation readiness, organizing key takeaways and coordinating planning activities.
• Assists in developing and managing requirements documentation (BRDs, SRDs, and Use Cases) for initiatives, enhancements, upgrades, and support work, ensuring quality, completeness, and required approvals.
• Schedules and assists in facilitating business requirements gathering sessions for system enhancements, integrations, and upgrades; supports the development and delivery of related presentations as needed.
• Must be able to operate a motor vehicle for business travel and be available for overnight and air travel. Travel requirements represent approximately 10-15% of work time and requires a valid driver's license.

Knowledge and Requirements

• Demonstrates strong organizational, time management, and prioritization skills, with the ability to manage multiple tasks and projects effectively in a fast-paced environment.
• Proficiency in Excel and Salesforce is required, with Litify System Administrator experience preferred, along with proven experience building merge templates and automated task list triggers with meticulous attention to detail.
• Strong problem-solving skills with the ability to independently resolve common application and system issues, exercise sound judgment, and escalate matters appropriately when additional expertise or intervention is required.
• Familiar with the software development lifecycle and exposure to business analysis concepts a plus
• Requires the ability to build and maintain collaborative relationships across cross-functional teams, supported by strong interpersonal, communication, presentation, and facilitation skills.
• Possess excellent written communication abilities, with a proven capacity to clearly and effectively document processes, requirements, and ideas.
• Confident and practiced in delivering both in-person and virtual training, including the ability to translate system functionality into practical, real-world applications for legal and claims professionals while addressing questions and resistance in real time.
• Must have valid state-issued driver's license in good standing and be able to drive an automobile

Education and Experience

• College degree preferred or 3+ years of experience in a legal tech/ operations and/ or Salesforce/ Litify setting
• Training or certifications in Salesforce Administration a plus.
• Litify or similar system experience preferred.
• Prior legal professional experience in a staff counsel/ insurance defense setting a plus

Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and 20 days of paid time off. Additional details about our total rewards package can be found by visiting our benefits page.

The actual base salary is based on geographic location, and the range is representative of salaries for this role throughout Selective's footprint. Additional considerations include relevant education, qualifications, experience, skills, performance, and business needs.

Selective is an Equal Employment Opportunity employer. That means we respect and value every individual's unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences - and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions.

For Massachusetts Applicants

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.