Senior Manager, Operations

🕒 6 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $115.000 - $140.000 / ano

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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Pie Insurance

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🛡️ Seguros

💳 Fintech

🤝 B2B

Insurance • Fintech • B2B

A Pie Insurance está transformando o seguro para pequenas empresas, tornando-o mais acessível, simples e transparente para pequenos empresários. Com uma equipe experiente de especialistas em tecnologia e seguros, a Pie Insurance se dedica a aprimorar a experiência com seguros, com foco especial em workers' compensation e inovações em InsureTech.

Descrição

• Lead operations vendor relationships, including weekly business reviews, quality calibration sessions, performance scorecards, and quarterly business reviews with senior vendor leadership • Own incident response for escalated vendor-originated service failures, coordinating resolution and prevention plans • Track vendor SLAs, quality scores, AHT, and other KPIs • Own vendor volume forecasting and headcount planning • Manage vendor onboarding and offboarding, knowledge transfer, and transition planning • Maintain vendor risk registers and drive remediation of compliance gaps • Serve as a cross-functional connector for system issues and process changes affecting vendor teams • Monitor customer service metrics, identify negative trends, and create action plans with the CS Director • Deliver operational reporting to senior leadership and own monthly CS KPI reporting • Build and refresh team and representative scorecards aligned with company goals • Evaluate workflows, implement process improvements, and document changes • Identify automation and self-service opportunities and develop business cases • Leverage technology and AI tools to reduce manual effort and improve throughput • Collaborate with Product and Engineering on automation and self-service capabilities • Lead or contribute to process redesign and drive best practices across inbound support teams • Lead and develop direct reports, including role expectations, goals, and feedback • Facilitate monthly leadership training with team leads and managers • Build quarterly team plans aligned with company direction • Coordinate with WFM, Training, Quality, and IT on staffing, forecasting, processes, content, tickets, and issue resolution • Serve as the primary escalation point for vendor-originated issues and share feedback to drive quality improvement

🎯 Requisitos

• Bachelor's degree • 5+ years of experience in customer service, CS operations, or insurance operations • Demonstrated experience managing external/BPO vendors • Proven track record holding vendors accountable to performance standards, running QBRs, and driving measurable improvement • Strong command of CS and insurance operational metrics, including SLA adherence, AHT, quality scores, net sentiment, cost per contact, and forecast accuracy • Ability to translate data into clear narratives and action plans • Experience identifying operational trends early and mobilizing stakeholders around solutions • Demonstrated ability to build and present business cases to leadership • Proficiency with data analysis, spreadsheets, and basic modeling • Experience in the P&C insurance industry, specifically workers' comp, policy lifecycle, and multi-line support • Ability to travel up to 20% • Must live and work in the United States, excluding territories • Access to reliable, high-speed internet

🏖️ Benefícios

• Competitive cash compensation • Comprehensive health plans • Generous PTO • Future focused 401k match • Generous parental and caregiver leave • Discretionary bonuses may be granted annually to eligible team members

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