Senior Operations Manager

Pie Insurance; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work options

Fully paid health care

Equity and 401k

Generous PTO

Parental leave

Caregiver leave

HSA and Health FSA

Dependent Care FSA

Pet insurance

Job summary

Pie Insurance is seeking a Senior Manager, Operations to scale a high-performing operations organization and own vendor partnerships. You will design scalable workflows, drive improvements, and leverage AI tools to reduce manual effort.

You will lead vendor relationships, manage incident responses, and build KPI scorecards, forecasts, and business cases to support resilient, data-driven CS operations across the organization.

Qualifications

• Experience identifying operational trends early and mobilizing stakeholders around solutions.
• Experience in the P&C insurance industry — workers’ comp, policy lifecycle, and multi-line support.
• Bachelor’s degree.
• 5+ years in customer service, CS operations, or insurance operations with external vendors.
• Ability to travel up to 20%.
• Proficiency with data analysis, spreadsheets, and basic modeling.
• 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, cost per contact, forecast accuracy.

Responsibilities

• Own vendor performance: SLAs, quality, AHT, and other CS KPIs.
• Lead QBRs, quarterly business reviews, and vendor governance.
• Own incident management for escalated vendor issues and drive remediation.
• Develop and maintain vendor scorecards and forecast planning.
• Collaborate with Product and Engineering on automation and self-service.
• Deliver monthly CS KPI reporting with actionable insights.
• Build team scorecards and align with company goals.
• Drive process redesign as products or priorities shift.

Skills

Vendor management

Data analysis

Process improvement

Leadership

CS operations

Performance management

Forecasting

Cross-functional collaboration

Education

Bachelor’s degree

Tools

Spreadsheets

Basic modeling

Job description

• As a Senior Manager, Operations, you will play a central role in building a scalable, high-performing operations organization
• Reporting to the Director of Customer Service & Operations, you will own the performance of our vendor partnerships and customer service operational model — driving accountability, efficiency, and continuous improvement across the function
• This role is well-suited for an operator who sees a landscape of manual processes not as a limitation, but as a clear roadmap for impact
• You will design and implement scalable systems and workflows — leveraging modern tools, including AI — while building the business cases that justify continued investment in operational excellence
• If you are motivated by the challenge of building something that lasts and believe that finding a way forward is always possible, we want to hear from you
• Lead all aspects of the operations vendor relationships — including weekly business reviews, quality calibration sessions, performance scorecards, and quarterly business reviews (QBRs) with senior vendor leadership
• Serve as the incident owner for escalated vendor-originated service failures — including outages, quality breakdowns, and SLA misses — by triaging quickly, coordinating resolution across internal and external stakeholders, and ensuring a documented path to prevention
• Maintain and evolve vendor performance scorecards; track SLAs, quality scores, AHT, and other KPIs continuously
• Own vendor volume forecasting and headcount planning; ensure accuracy ahead of each planning cycle
• Manage vendor onboarding and offboarding, including knowledge transfer and transition planning
• Maintain vendor risk registers; surface compliance gaps proactively and drive remediation
• Serve as the cross-functional connector when system issues or process changes affect vendor teams
• Maintain deep familiarity with the full CS metric suite — SLA adherence across teams and contact types, AHT, quality pass rate, reopen rate, forecast accuracy, cost per contact, and net sentiment, etc
• Identify negative trends early and engage the CS Director to co-create action plans. Don’t wait to be asked
• Deliver operational reporting to SLT on a regular cadence; bring context, next steps, and clear action plans — not just numbers
• Take ownership of CS KPI reporting deliverables on a monthly basis
• Build and refresh team and rep scorecards that ladder up to CS and company goals; recommend adjustments as trends shift
• Continuously evaluate existing workflows for streamlining opportunities; implement improvements and document them
• Identify automation and self-service opportunities across CS operations; partner with the CS Director and VP to develop and prioritize the business case pipeline
• Leverage available technology — including AI tools — to reduce manual effort, improve throughput, and elevate the team’s capacity for higher-value work
• Collaborate cross-functionally with Product and Engineering to advance automation and self-service capabilities for agents, insureds, and internal teams
• Lead or contribute to process redesign as new products, tools, or priorities shift how the team operates
• Recommend and develop best practices within your function; drive consistency across inbound support teams
• Lead and develop direct reports; provide clear role expectations, performance goals, and ongoing feedback
• Facilitate monthly leadership training with TLs and managers alongside the training team
• Build quarterly team plans that tie to company direction and help your team translate vision into action
• Align with WFM weekly on volume, staffing, and forecasting
• Partner with Training and Quality to ensure processes and content are current
• Represent CS in IT meetings; manage tickets and track resolution
• Serve as the primary escalation point for vendor-originated issues — triage, coordinate resolution, and close the loop with affected stakeholders
• Synthesize and share DM feedback weekly to drive continuous quality improvement with the vendor

Benefits

• Flexible work: Pie offers in-office, hybrid, and remote work options so you can create the work environment that’s best for you
• Fully paid health care: Pie covers the health, vision, and dental premiums for full time employees and covers a percentage of premiums for spouses and children
• Equity and 401k: We think you should get a piece of the pie, so in addition to equity, Pie contributes to your retirement through a 401k
• Generous PTO: We want to make sure Pie-oneers have time to balance a rewarding work life and fulfilling personal life
• Parental leave: Pie knows your family is important, providing 100% compensation for the first three months of parental leave, as well as a generous return to work plan
• Caregiver leave: Pie offers caregiver leave so you have the time to dedicate to those who need your care
• HSA and Health FSA: Pie contributes $1,500 for individuals and $2,000 for family HSAs per year. Employees have the option to contribute to a Health FSA
• Dependent Care FSA: To help care for your dependents, Pie allows employees to set aside pre-tax dollars to be used for expenses like babysitters, daycare, summer camps, etc
• Pet insurance: Pie understands your pet is family and their care can be costly when they’re not feeling well. The plans provide reimbursement for common needs like exams, vaccines, x-rays, prescriptions, and much more!

• Experience identifying operational trends early and mobilizing stakeholders around solutions
• Experience in the P&C insurance industry — specifically workers’ comp, policy lifecycle, and multi-line support
• Bachelor’s degree
• 5+ years of experience in customer service, CS operations, or insurance operations — with demonstrated experience managing external/BPO vendors
• Ability to travel up to 20%
• Proficiency with data analysis, spreadsheets, and basic modeling
• 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, cost per contact, forecast accuracy — and the ability to translate data into clear narratives and action plans
• Demonstrated ability to build and present business cases to leadership