Senior Manager, Operations
Pie Insurance · Remote · United States · $115k–$140k
Posted by Pie Insurance on their careers site · View the original posting
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The posting, as Pie Insurance wrote it
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.
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.
How You’ll Do It
Vendor Relationships
- 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.
Operational Metrics
- 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.
Continuous Improve
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are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process.
Base Compensation Range
$115,000 — $140,000 USD
Compensation & Benefits
- Competitive cash compensation
- Comprehensive health plans
- Generous PTO
- Future focused 401k match
- Generous parental and caregiver leave
- Our core values are more than just a poster on the wall; they’re tangibly reflected in our work
Making every part of working with us "Easy as Pie" - including our offer process. When we find someone we'd like as a Pie-oneer (a member of our team), we move quickly to put together a fair offer based on your skills, experience, location, and compensation expectations.
Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.
Location Information
Unless otherwise specified, this role is remote. 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. Please click here , here and here for more information.
Pie Insurance is committed to protecting your personal data. Please review our Privacy Policy .
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.