Director, Customer Service and Operations at Pie Insurance

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Insurance, InsurtechIndustries

Requirements

Bachelor’s degree

Responsibilities

Oversee and manage end-to-end processes for all customer-facing policy support needs, policy changes and actions, premium changes, and audits
Ensure customer service quality, audit effectiveness, and receivables management
Manage all customer-facing operational functions
Develop strategy for successful delivery of day-to-day operations (service levels, resolution rates, quality)
Lead the organization through growth and scale by setting a service vision, developing strategies, and driving continuous improvement
Lead workforce management functions: develop accurate forecasting models based on historical data and trend analysis, create strategic scheduling frameworks, implement real-time adherence monitoring, oversee capacity planning for peak periods, manage intraday adjustments, and collaborate with operations teams to optimize staffing and service levels
Manage end-to-end partner and policyholder policy experiences
Identify gaps and needs for automation to create the best end-to-end experience
Collaborate cross-functionally within direct functional areas and across other departments to create connectivity and influence direction
Ensure overall compliance of the program, fulfilling state requirements and diverse premium audit accuracy programs (driven by NCCI and Departments of Insurance)
Manage internal and external collection programs through Managers and Analysts to maximize AR and reduce bad debt
Lead program strategies and ensure successful delivery of processes and tools
Ensure overall scalability of program success within functional areas
Manage and implement operational work processes, including improvements, efficiency, technology-driven solutions, and achieving operational excellence; make final decisions on implementation
Use Pie and CS data to inform and measure team objectives and track CS team influence on Pie’s overarching OKRs
Work cross-functionally with UW, Product, Claims, Compliance, BD, Marketing, and Executives to deliver a best-in-class audit operation and achieve Pie's financial goals
Oversee development of processes that prioritize value-added interactions or work while automating and reducing manual tasks
Partner across the organization to eliminate the need for help or service or enable automated resolutions
Drive continuous improvement processes and encourage a test-and-learn approach
Establish KPIs and manage to performance expectations
Use quality insights to drive improvement and push strategy on people and processes

Skills

Key technologies and capabilities for this role

Customer ServiceOperations ManagementWorkforce ManagementForecastingCapacity PlanningProcess ImprovementAudit ManagementReceivables ManagementCross-Functional CollaborationAutomationStrategic PlanningService Level Management

Questions & Answers

Common questions about this position

What are the main responsibilities of the Director, Customer Service and Operations role?

The role oversees end-to-end processes for customer-facing policy support, policy changes, premium audits, and receivables management, while leading workforce management, forecasting, scheduling, and driving operational strategies for scalability and excellence.

What leadership duties does this position involve?

The Director manages all customer-facing operational functions, develops strategies for day-to-day operations success, leads the organization through growth and scale, sets a service vision, and drives continuous improvement.

What is the company culture like at Pie Insurance?

Pie Insurance has a diverse team of builders, dreamers, and entrepreneurs driven by core values and operating principles that guide every decision.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What makes a strong candidate for this Director position?

Strong candidates will have experience managing end-to-end customer service operations, leading cross-functional teams, developing scalable strategies, ensuring compliance and audit accuracy, and optimizing workforce management through forecasting and real-time adjustments.

Pie Insurance

Provides workers' compensation insurance for small businesses

About Pie Insurance

Pie Insurance provides workers' compensation insurance specifically designed for small businesses. This type of insurance helps cover wage replacement and medical benefits for employees who are injured while working. The company utilizes data-driven technology to offer competitive pricing and ensure that clients receive quality coverage. The process for obtaining insurance quotes is quick and user-friendly, taking only three minutes, which is particularly beneficial for small business owners who may not have the time to deal with complicated insurance procedures. Pie Insurance operates in 38 states and Washington, D.C., with plans for further expansion. The company aims to deliver trusted and efficient insurance services, promising potential savings of up to 30% on workers' compensation insurance. Its unique approach lies in leveraging technology to simplify the insurance process, making it easier and more affordable for small businesses.

Washington, District of ColumbiaHeadquarters

2017Year Founded

$603.4MTotal Funding

SERIES_DCompany Stage

Fintech, Financial ServicesIndustries

201-500Employees

Benefits

Competitive cash compensation

Equity

Comprehensive health plans

Generous PTO, including paid sick leave

Future focused 401k match

Generous parental & caregiver leave

Risks

Recent layoffs of 14% of workforce indicate potential financial instability.

Deteriorating funding environment may limit expansion and technology investments.

Increased competition from insurtech companies could pressure Pie to maintain competitive pricing.

Differentiation

Pie Insurance offers A.M. A-rated insurance with a simple online experience.

The company uses data analytics to accurately assess risks and price policies.

Pie Insurance provides quick insurance quotes, taking just three minutes for small businesses.

Upsides

Integration with Ivans Download could enhance operational efficiency and customer service.

Appointment of Audra Foglietta as CFO may drive financial performance and efficiencies.

Partnership with Endeavor Insurance Group could expand market reach and distribution channels.

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