Team Lead, Payroll Partner Operations

Pie Insurance; United States; On-site; USD 70,000 - 85,000; Full time

Job summary

An established industry player is seeking a Team Lead for Payroll Partner Operations to enhance customer support operations. This role involves managing a team dedicated to payroll providers, ensuring performance goals are met, and collaborating with various departments. The ideal candidate will have strong interpersonal skills, a data-driven approach to operations, and a passion for coaching team members to achieve their best. This position offers the flexibility of hybrid or remote work, making it an exciting opportunity for those looking to make a meaningful impact in a dynamic environment.

Benefits

Competitive cash compensation

Equity options

Comprehensive health plans

Generous PTO

401k match

Generous parental leave

Caregiver leave

Qualifications

• Minimum of 6 months experience mentoring peers required.
• 3 years Customer Service experience required.
• Intermediate problem-solving skills needed.

Responsibilities

• Oversee daily operations and develop customer support advocates.
• Track and analyze metrics and KPIs to ensure team performance.
• Provide coaching and feedback to team members for growth.

Skills

Customer Service

Data Analysis

Interpersonal Skills

Problem Solving

Leadership

Communication Skills

Education

High School Diploma/GED

Bachelor's Degree

Tools

G-Suite

Job description

Join to apply for the Team Lead, Payroll Partner Operations role at Pie Insurance.

Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance.

Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make.

The Team Lead, Payroll Partner Operations oversees the day-to-day operations and development of customer support advocates, dedicated to specific Payroll providers. The Team Lead will provide guidance and instruction to help support all team functions, meet performance goals as a team, and coordinate with the Sales teams and internal Pie teams to assist with improving existing processes. This role requires strong attention to detail, advanced interpersonal skills, a metrics-based approach to operations, and the ability to collaborate with other teams and departments. Serves as an escalation point for complex customer inquiries, questions, and concerns.

This Team Lead, together with other Leads and our Management team, serves as our observer and connector to not just the operational standards but how our customers experience Pie. Team Lead is a role that can have direct impact for daily and long-term success while forming our next-level talent bench.

How You’ll Do It

• Short and Long-Term Team Performance Management: Track and analyze metrics and KPIs, including SLA, adherence, average handle time, and Quality to ensure team performance meets team goals.
• Quality Assurance: Collaborate and partner with the Quality team to fully understand the scorecard, the methodology, and the feedback mechanisms. Incorporate this into coaching while identifying trends that merit more broad attention.
• Coaching and Development: Provide coaching and feedback to team members to foster professional growth and improve overall team performance.
• Data Analysis: Analyze performance data to identify trends, root causes of issues, and opportunities for improvement. Use insights to drive performance enhancements.
• Trend Identification: Recognize patterns in contact methods, issue origins, and user behavior to proactively address potential service challenges.
• Curiosity and Initiative: Demonstrate a lean-in approach to issues and projects that reflect our passion to get to the true source of the issue. Leverage the teams at Pie to build accurate views to launch “next step” efforts.
• Administrative Duties: Participate/support general duties such as payroll, representing Pie policies to team members, and fluency of workflows to support team members.

The Right Stuff

• A High school diploma/GED is required.
• Bachelor's Degree or equivalent experience with some college coursework is preferred.
• Minimum of 6-months experience mentoring peers and/or direct reports is required.
• Experience directly supervising others in a production environment is preferred.
• 3 years Customer Service experience required.
• 2 years experience providing operational support in a fast-paced environment is highly preferred.
• 1 year experience with data analysis and understanding of insurance operational practices required.
• Knowledge of insurance underwriting and customer experience operations, best practices and processes is required.
• Intermediate communication (written and verbal) skills, to deliver more complex information effectively.
• Intermediate problem solving skills to be able to manage complex tasks and work through to solutions with little guidance and direction.
• Intermediate awareness of your own tasks, and how it impacts the team and deliverables.
• Basic leadership skills and some general experience leading work groups or task forces in specific projects.
• Familiarity with G-Suite and cloud based programs is preferred.
• Excellent interpersonal skills with the ability to build rapport and relationships with individuals at all levels across the organization, as well as outside parties.
• Developing analytical skills: demonstrated ability to take various data points, interpret them, and create deliverables and action items.
• Ability to analyze current operations and develop options for improved efficiency, conversion, or cost reduction.
• Key knowledge of service metrics and how to apply them.
• Ability to travel up to 20% in this position is required.

Base Compensation Range

$70,000—$85,000 USD

Compensation & Benefits

• Competitive cash compensation
• A piece of the pie (in the form of equity)
• Comprehensive health plans
• Generous PTO
• Future focused 401k match
• Generous parental and caregiver leave

Our goal is to make all aspects of working with us as easy as pie. That includes our offer process. When we’ve identified a talented individual who we’d like to be a Pie-oneer, we work hard to present an equitable and fair offer. We look at the candidate’s knowledge, skills, and experience, along with their compensation expectations and align that with our company equity processes to determine our offer ranges.

Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.

Location Information

Unless otherwise specified, this role has the option to be hybrid or remote. Hybrid work locations provide team members with the flexibility of working partially from our Denver office and from home. Remote team members must live and work in the United States (territories excluded), and have access to reliable, high-speed internet.

Additional Information

Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.

Pie Insurance participates in the E-Verify program.

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Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process.