Senior Manager, Operations

The role

You will build a scalable operations organization by managing vendor partnerships and customer service operational models. You will design scalable systems and workflows using modern tools and AI to drive efficiency and continuous improvement.

What you will do

• Lead all aspects of operations vendor relationships including weekly and quarterly business reviews.
• Serve as incident owner for escalated vendor-originated service failures.
• Maintain and evolve vendor performance scorecards and track KPIs.
• Own vendor volume forecasting and headcount planning.
• Manage vendor onboarding and offboarding.
• Maintain vendor risk registers and drive remediation for compliance gaps.
• Deliver operational reporting to SLT with context and action plans.
• Identify automation and self-service opportunities across CS operations.
• Lead and develop direct reports by providing performance goals and feedback.
• Partner with WFM, Training, Quality, and Product teams.

Required qualifications

• Bachelor's degree.
• 5+ years of experience in customer service, CS operations, or insurance operations.
• Demonstrated experience managing external/BPO vendors.
• Proven track record holding vendors accountable to performance standards and running QBRs.
• Strong command of CS and insurance operational metrics.
• Ability to build and present business cases to leadership.
• Proficiency with data analysis, spreadsheets, and basic modeling.
• Ability to travel up to 20%.

Nice to have

• Experience in the P&C insurance industry — specifically workers' comp, policy lifecycle, and multi-line support.

Benefits

• Competitive cash compensation
• Comprehensive health plans
• Generous PTO
• Future focused 401k match
• Generous parental and caregiver leave
• Discretionary bonuses to eligible team members

Before you apply

• Remote team members must live and work in the United States (territories excluded).
• Remote team members must have access to reliable, high-speed internet.
• By submitting your application, you acknowledge and consent to Pie utilizing AI technologies to assist in our evaluation process.

About the company

Pie leverages technology to transform how small businesses buy and experience commercial insurance. They are a diverse team of builders, dreamers, and entrepreneurs driven by core values.