Remote Senior Manager, CS Operations & Vendor Excellence

Pie Insurance; United States; On-site; USD 115,000 - 140,000; Full time

Benefits offered by this job

Generous PTO

401k match

Parental and caregiver leave

Remote-friendly

Job summary

Pie Insurance is seeking a Senior Manager, Operations to design scalable systems, oversee vendor partnerships, and drive efficiency across customer service functions. Remote US-based, reporting to the Director of Customer Service & Operations.

The role emphasizes automation, data-driven decision making, and collaboration with Product and Engineering to reduce manual work and raise service quality. Strong leadership and vendor-management track record required.

Qualifications

• Bachelor's degree.
• 5+ years of customer service or CS operations experience, including managing external vendors.
• Proven track record holding vendors accountable to performance standards and driving measurable improvement.
• Strong CS and insurance metrics knowledge and ability to translate data into action.
• Experience building business cases for leadership and proficiency with spreadsheets.
• Experience in the P&C insurance industry and ability to travel up to 20%.

Responsibilities

• Lead all aspects of the operations vendor relationships and performance reviews.
• Act as incident owner for escalated vendor-originated service failures and triage resolutions.
• Maintain vendor scorecards, track SLAs, AHT, quality scores, and KPI trends.
• Own vendor forecasting and headcount planning ahead of planning cycles.
• Manage vendor onboarding/offboarding and transition planning.
• Collaborate with Product and Engineering to advance automation and self-service capabilities.

Skills

Vendor management

CS operations

Data analysis

Executive communication

Forecasting & planning

Education

Bachelor's degree

Tools

Spreadsheets

AI tools

Job description

Pie Insurance is seeking a Senior Manager, Operations to design scalable systems, oversee vendor partnerships, and drive efficiency across customer service functions. Remote US-based, reporting to the Director of Customer Service & Operations.

The role emphasizes automation, data-driven decision making, and collaboration with Product and Engineering to reduce manual work and raise service quality. Strong leadership and vendor-management track record required.