Apply on Employer Site

Pie Insurance · 1 hour ago

Director, Customer Service and Operations

United States

Full-time

Remote

Senior Level, Lead/Staff, Director/Executive

$135K/yr - $170K/yr

12+ years exp

Pie Insurance is dedicated to empowering small businesses by making commercial insurance affordable and accessible. The Director of Customer Service and Operations will oversee customer-facing policy support, manage operational functions, and develop strategies to ensure efficient service delivery and continuous improvement.

Financial ServicesInsuranceInsurTechSmall and Medium Businesses

Comp. & Benefits

Responsibilities

Manage end to end partner & policyholder policy experiences

Identify gaps and needs for automation to create the best end to end experience

Create connectivity by collaborating cross-functionally within the direct functional areas as well as across other departments and functions that will influence direction, or could be impacted by strategy and direction within our departments

Responsible for the overall compliance of the program; fulfilling state requirements and diverse premium audit accuracy programs (driven by NCCI and Departments of Insurance)

Accountable for the internal and external collection programs; managing through Managers and Analysts to maximize AR and reduce bad debt

Develop strategy for successful day to day deliverables

Leading in program strategies, and overall responsibility for successful delivery of processes and tools

Responsible for overall scalability of programs success within functional areas

Responsible for managing and implementing operational work processes including improvement, efficiency, and technology-driven solutions and achieving operational excellence

As the key decision maker, this position is responsible for making final decisions on implementation and ensuring operational effectiveness

Uses Pie and CS data to inform and measure on the teams’ objectives, and track how the CS team influences Pie’s overarching OKRs

Drive efficiency at scale

Works cross-functionally with UW, Product, Claims, Compliance, BD, Marketing, and Executives to deliver a best in class audit operation for our customer, partners, and internal team members to achieve Pie's financial goals

Oversee the development of processes that prioritize value added interactions or work while automating and reducing manual tasks

Partnering across the org to eliminate the need for help or service or enable automated resolutions

Build quality based programs that lead to retention

Responsible for continuous improvement processes and encouraging the test and learn approach

Establish KPIs and managing to performance expectations

Uses quality insights to drive improvement and push strategy on both people and processes within the organization

Qualification

Insurance experienceCustomer service managementData literacyLeadership skillsOperational excellenceAgile workflowProject managementListening skillsInfluence skillsCritical thinkingProblem solvingCommunication skillsAdaptability

Required

A Bachelor's degree is required

12 years of related experience in insurance, Insurtech, customer service, premium audit or other service based organization set up is required

6 years leading leaders or team management responsibilities is required

Data literacy is the ability to read, work with, analyze, and argue with data

Understand Data - knowing what data is and the ways it can be used

Critical Thinking: Asking the right questions about the data you see

Evaluating Data: Deciding if the data is good quality and useful for what you need

Using Data: Being able to use tools and methods to do something with the data

Ethical Considerations: Understanding the right and wrong ways to use data

Demonstrated experience working on projects involving redesigning how a company is structured, updating the technology everyone uses, or changing the way work gets done to be more efficient

Overall organization support using planning skills, problem solving skills, communication skills and demonstrating adaptability while maintaining a results-focused approach to deliverables

Comfortable working in an agile-based workflow - working in a fast paced and flexible way of producing work and results

Highly advanced leadership skills with demonstrated ability to create productive and positive work environments

Demonstrated listening, and influence skills to build a culture of encouragement, and empowerment that cascades through the organization and other leaders