CS Operations Leader & Vendor Partnerships

pieinsurance; United States; On-site; USD 150,000 - 210,000; Full time

Job summary

Pie Insurance seeks a Senior Manager, Operations to scale vendor partnerships and our customer service model. Reporting to the Director of Customer Service & Operations, you will own performance across external vendors, drive accountability, and lead continuous improvement through scalable systems and workflows, including AI-enabled automation.

The role focuses on vendor relationship management, KPI reporting, escalation handling, and cross-functional collaboration with Product and Engineering.

Qualifications

• Bachelor's degree.
• 5+ years of experience in customer service, CS operations, or insurance operations with 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 - SLA adherence, AHT, quality scores, net sentiment.

Responsibilities

• Lead all aspects of the operations vendor relationships and scorecard management.
• Own vendor risk registers and remediation, including incident ownership for escalated outages.
• Deliver monthly and quarterly operational reporting with actionable insights.
• Build and refresh team and rep scorecards aligned to CS and company goals.
• Collaborate with Product and Engineering to advance automation and self-service capabilities.

Skills

Vendor management

KPI reporting

Cross-functional collaboration

Automation & AI

People leadership

Education

Bachelor's degree

Job description

Pie Insurance seeks a Senior Manager, Operations to scale vendor partnerships and our customer service model. Reporting to the Director of Customer Service & Operations, you will own performance across external vendors, drive accountability, and lead continuous improvement through scalable systems and workflows, including AI-enabled automation.

The role focuses on vendor relationship management, KPI reporting, escalation handling, and cross-functional collaboration with Product and Engineering.