Senior Operations Manager

Who you are

• 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 the 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 the P&C insurance industry — specifically workers' comp, policy lifecycle, and multi-line support
• Ability to travel up to 20%

What the job involves

• As a Senior Manager, Operations, you will play a central role in building a scalable, high-performing operations organization
• Reporting to the Director of Customer Service & Operations, you will own the performance of our vendor partnerships and customer service operational model — driving accountability, efficiency, and continuous improvement across the function
• This role is well-suited for an operator who sees a landscape of manual processes not as a limitation, but as a clear roadmap for impact
• You will design and implement scalable systems and workflows — leveraging modern tools, including AI — while building the business cases that justify continued investment in operational excellence
• If you are motivated by the challenge of building something that lasts and believe that finding a way forward is always possible, we want to hear from you
• Lead all aspects of the operations vendor relationships — including weekly business reviews, quality calibration sessions, performance scorecards, and quarterly business reviews (QBRs) with senior vendor leadership
• Serve as the incident owner for escalated vendor-originated service failures — including outages, quality breakdowns, and SLA misses — by triaging quickly, coordinating resolution across internal and external stakeholders, and ensuring a documented path to prevention
• Maintain and evolve vendor performance scorecards; track SLAs, quality scores, AHT, and other KPIs continuously
• Own vendor volume forecasting and headcount planning; ensure accuracy ahead of each planning cycle
• Manage vendor onboarding and offboarding, including knowledge transfer and transition planning
• Maintain vendor risk registers; surface compliance gaps proactively and drive remediation
• Serve as the cross-functional connector when system issues or process changes affect vendor teams
• Maintain deep familiarity with the full CS metric suite — SLA adherence across teams and contact types, AHT, quality pass rate, reopen rate, forecast accuracy, cost per contact, and net sentiment, etc
• Identify negative trends early and engage the CS Director to co-create action plans. Don't wait to be asked
• Deliver operational reporting to SLT on a regular cadence; bring context, next steps, and clear action plans — not just numbers
• 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; recommend adjustments as trends shift
• Continuously evaluate existing workflows for streamlining opportunities; implement improvements and document them
• Identify automation and self-service opportunities across CS operations; partner with the CS Director and VP to develop and prioritize the business case pipeline
• Leverage available technology — including AI tools — to reduce manual effort, improve throughput, and elevate the team's capacity for higher-value work
• Collaborate cross-functionally with Product and Engineering to advance automation and self-service capabilities for agents, insureds, and internal teams
• Lead or contribute to process redesign as new products, tools, or priorities shift how the team operates
• Recommend and develop best practices within your function; drive consistency across inbound support teams
• Lead and develop direct reports; provide clear role expectations, performance goals, and ongoing feedback
• Facilitate monthly leadership training with TLs and managers alongside the training team
• Build quarterly team plans that tie to company direction and help your team translate vision into action
• Align with WFM weekly on volume, staffing, and forecasting
• Partner with Training and Quality to ensure processes and content are current
• Represent CS in IT meetings; manage tickets and track resolution
• Serve as the primary escalation point for vendor-originated issues — triage, coordinate resolution, and close the loop with affected stakeholders
• Synthesize and share DM feedback weekly to drive continuous quality improvement with the vendor

Benefits

• Flexible work: Pie offers in-office, hybrid, and remote work options so you can create the work environment that's best for you
• Fully paid health care: Pie covers the health, vision, and dental premiums for full time employees and covers a percentage of premiums for spouses and children
• Equity and 401k: We think you should get a piece of the pie, so in addition to equity, Pie contributes to your retirement through a 401k
• Generous PTO: We want to make sure Pie-oneers have time to balance a rewarding work life and fulfilling personal life
• Parental leave: Pie knows your family is important, providing 100% compensation for the first three months of parental leave, as well as a generous return to work plan
• Caregiver leave: Pie offers caregiver leave so you have the time to dedicate to those who need your care
• HSA and Health FSA: Pie contributes $1,500 for individuals and $2,000 for family HSAs per year. Employees have the option to contribute to a Health FSA
• Dependent Care FSA: To help care for your dependents, Pie allows employees to set aside pre-tax dollars to be used for expenses like babysitters, daycare, summer camps, etc
• Pet insurance: Pie understands your pet is family and their care can be costly when they're not feeling well. The plans provide reimbursement for common needs like exams, vaccines, x-rays, prescriptions, and much more!