Senior Operations Manager

Join Pie Insurance as a Senior Operations Manager, where you will play a key role in building a scalable and high-performing operations organization. You will be responsible for managing vendor partnerships, driving accountability and efficiency, and implementing scalable systems and workflows. This role is ideal for someone who is motivated by the challenge of building something lasting and believes in finding a way forward.

• Lead all aspects of the operations vendor relationships, including performance management and accountability.
• Design and implement scalable systems and workflows, leveraging modern tools, including AI, to improve operational efficiency.
• Identify negative trends early and engage the Customer Service Director to co-create action plans, ensuring continuous improvement.

• Experience identifying operational trends early and mobilizing stakeholders around solutions
• Experience in the P&C insurance industry — specifically workers' comp, policy lifecycle, and multi-line support
• Bachelor's degree
• 5+ years of experience in customer service, CS operations, or insurance operations — with demonstrated experience managing external/BPO vendors
• Ability to travel up to 20%
• Proficiency with data analysis, spreadsheets, and basic modeling
• 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
• Demonstrated ability to build and present business cases to leadership