SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 115,000 - 140,000 / annual
Pie Insurance is seeking a Senior Manager, Operations to build and lead a scalable, high-performing operations organization. Reporting to the Director of Customer Service & Operations, you will own the performance of vendor partnerships and the customer service operational model, driving accountability, efficiency, and continuous improvement.
Key Responsibilities:
Vendor Relationships: Lead all aspects of operations vendor relationships including weekly business reviews, quality calibration sessions, performance scorecards, and quarterly business reviews with senior vendor leadership. Serve as the incident owner for escalated vendor-originated service failures, triaging quickly and coordinating resolution across internal and external stakeholders. Maintain and evolve vendor performance scorecards tracking SLAs, quality scores, AHT, and other KPIs. Own vendor volume forecasting and headcount planning. Manage vendor onboarding and offboarding including knowledge transfer and transition planning. Maintain vendor risk registers and surface compliance gaps proactively. Serve as the cross-functional connector when system issues or process changes affect vendor teams.
Operational Metrics: Maintain deep familiarity with the full customer service metric suite including SLA adherence, AHT, quality pass rate, reopen rate, forecast accuracy, cost per contact, and net sentiment. Identify negative trends early and engage the CS Director to co-create action plans. Deliver operational reporting to senior leadership on a regular cadence with context, next steps, and clear action plans. 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.
Continuous Improvement and Automation: Continuously evaluate existing workflows for streamlining opportunities and implement improvements. Identify automation and self-service opportunities across CS operations and develop business cases. Leverage available technology including AI tools to reduce manual effort and improve throughput. Collaborate cross-functionally with Product and Engineering to advance automation capabilities. Lead or contribute to process redesign as new products, tools, or priorities shift operations. Recommend and develop best practices within the function.
Team Leadership: Lead and develop direct reports with clear role expectations, performance goals, and ongoing feedback. Facilitate monthly leadership training with team leads and managers. Build quarterly team plans that tie to company direction.
Partnership: Align with Workforce Management weekly on volume, staffing, and forecasting. Partner with Training and Quality to ensure processes and content are current. Represent CS in IT meetings and manage tickets. Serve as the primary escalation point for vendor-originated issues. Synthesize and share feedback weekly to drive continuous quality improvement.
Requirements:
- Bachelor's degree
- 5+ years of experience in customer service, CS operations, or insurance operations with demonstrated experience managing external/BPO vendors
- 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 ability to translate data into clear narratives and action plans
- Experience identifying operational trends early and mobilizing stakeholders around solutions
- Demonstrated ability to build and present business cases to leadership
- Proficiency with data analysis, spreadsheets, and basic modeling
- Experience in P&C insurance industry, specifically workers' compensation, policy lifecycle, and multi-line support (preferred)
- Ability to travel up to 20%
