Senior Manager, Operations

1 month ago
Full-time
Senior
Operations
Pie Insurance

Pie Insurance

Pie Insurance is a company that specializes in providing affordable and easy-to-access small business insurance, including workers' compensation and commercial auto coverage. Their data-driven technology ensures excellent coverage at competitive prices...

Insurance
251-1K
Founded 2017
$630M raised

Description

  • Lead vendor relationships through business reviews, quality calibrations, scorecards, QBRs, onboarding, and offboarding.
  • Own escalated vendor service incidents, coordinating resolution and preventive actions across stakeholders.
  • Track vendor SLAs, quality, AHT, KPIs, risk registers, volume forecasts, and headcount plans.
  • Analyze customer service metrics, identify trends, and deliver reporting with action plans to senior leadership.
  • Build and maintain team and representative scorecards aligned with customer service and company goals.
  • Identify workflow improvements, automation, and self-service opportunities, including AI-enabled solutions.
  • Partner with Product and Engineering on automation, self-service, and process redesign initiatives.
  • Lead and develop direct reports, facilitate leadership training, and create quarterly team plans.
  • Partner with WFM, Training, Quality, and IT to align staffing, processes, content, and issue resolution.

Requirements

  • Bachelor’s degree.
  • 5+ years of experience in customer service, customer service operations, or insurance operations.
  • Demonstrated experience managing external or BPO vendors and holding them accountable to performance standards.
  • Experience running QBRs and driving measurable vendor performance improvements.
  • Strong knowledge of operational metrics including SLA adherence, AHT, quality, net sentiment, cost per contact, and forecast accuracy.
  • Ability to identify trends, translate data into action plans, and mobilize stakeholders around solutions.
  • Experience building and presenting business cases to leadership.
  • Proficiency with data analysis, spreadsheets, and basic modeling.
  • P&C insurance experience, particularly workers’ compensation, policy lifecycle, and multi-line support.
  • Ability to travel up to 20%.

Benefits

  • Base compensation range of $115,000–$140,000 USD.
  • Competitive cash compensation and discretionary annual bonuses for eligible employees.
  • Comprehensive health plans.
  • Generous paid time off.
  • 401(k) match.
  • Parental and caregiver leave.
  • Remote work from anywhere in the United States, excluding territories.

Interested in this position?

Apply directly on the company website

Apply Now

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