Senior Operations Manager - Vendor & Automation

Pie Insurance; Denver (CO); Remote; USD 115,000 - 140,000; Full time

Benefits offered by this job

Competitive cash compensation

Generous PTO

Future focused 401k match

Generous parental and caregiver leave

Job summary

Pie Insurance is seeking a Senior Manager, Operations to lead vendor relationships and scale our CS operations. You will own performance, forecasts, onboarding, and remediation across internal teams and external partners, driving continuous improvement and automation with AI-powered tools.

You will report to the Director of Customer Service & Operations and work in a remote role within the United States, with travel up to 20% for vendor reviews and alignment sessions.

Qualifications

• 5+ years of experience in customer service operations or insurance operations with external/vendor management.
• Proven track record holding vendors to performance standards and driving measurable improvement.
• Strong command of CS metrics and the ability to translate data into action plans.
• Experience identifying operational trends early and mobilizing stakeholders around solutions.
• Ability to build and present business cases to leadership.
• Proficiency with data analysis, spreadsheets, and basic modeling.
• Experience in the P&C insurance industry and travel up to 20%.

Responsibilities

• Lead all aspects of operations vendor relationships including reviews, scorecards, and QBRs.
• Serve as incident owner for escalated vendor-originated service failures and drive resolutions.
• Maintain and evolve vendor scorecards, track SLAs and KPIs, and forecast workload.
• Own vendor onboarding/offboarding and risk registers, ensuring proactive remediation.
• Collaborate cross-functionally to advance automation and self-service capabilities.

Skills

Vendor management

Operations leadership

Data analysis

Process improvement

Automation

Cross-functional collaboration

Forecasting

Tools

AI tools

Spreadsheets

Job description

Pie Insurance is seeking a Senior Manager, Operations to lead vendor relationships and scale our CS operations. You will own performance, forecasts, onboarding, and remediation across internal teams and external partners, driving continuous improvement and automation with AI-powered tools.

You will report to the Director of Customer Service & Operations and work in a remote role within the United States, with travel up to 20% for vendor reviews and alignment sessions.