Senior Manager, Operations

🔥 8 minutes ago

🇺🇸 United States – Remote

💵 $115k - $140k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Pie Insurance

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛡️ Insurance

💳 Fintech

🤝 B2B

Insurance • Fintech • B2B

Pie Insurance is transforming small business insurance by making it less expensive, simpler, and more transparent for small business owners. With a team of seasoned technology and insurance experts, Pie Insurance is dedicated to enhancing the insurance experience, particularly focused on workers' compensation and InsureTech innovations.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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