Senior Operations & Vendor Excellence Lead

Pie Insurance; United States; Hybride; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Vendor management

Data analysis

Process improvement

Leadership

CS operations

Performance management

Forecasting

Cross-functional collaboration

Formation

Bachelor’s degree

Outils

Spreadsheets

Basic modeling

Description du poste

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.