VP, Underwriting Operations and Customer Service

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.

The VP, Underwriting Operations and Customer Service will lead customer advocate & customer focused executive that stewards the customer experience journey and delivers effortless experiences that live into our brand - easy as Pie.  Continually  creating, developing, and evolving these digital  experiences at key points within the customer lifecycle and integrating the necessary compliance and automated solutions as these opportunities that arise.  The VP, Underwriting Operations and Customer Service  will work to develop, build and lead a best-in-class customer experience that leans into current expectations of users and partners and overarching benchmarking and best practices focused on top digital experience which is personalized, responsive, and frictionless.  

The VP, Underwriting Operations and Customer Service directs the overarching strategy, scale and performance of the umbrella of customer experience, which includes customer success, agent experiences, and underwriting operations . Overall top-level accountability for the CX programs and underwriting operations, along with their goals and objectives for teams.   Builds the strategic outline and pathways of work for now and into the future. Manages key relationships with leaders inside and outside of the organization ensuring excellent customer experience and outcomes. Establishes  high impact relationships with the team and develops leaders to ensure excellence is maintained throughout the business sector.  Overall responsibility for the development of CX forecasts, planning and measurement of key data points, to include financial and productivity and key performance metrics.

How You’ll Do It

Team Leadership:

• Building, scaling team - organizational development, working on building teams with intention
• Work with Directors to be able to position for changing dynamics
• Advocate for the needs of the team to manage timelines and deliverables for the organizational overall goals
• Managing leaders to deliverables and timelines
• Coaching on teambuilding, support and team execution
• Relationship building, collaboration, and fostering positive business partnerships with vendors, customers, agents, internal stakeholders, and Pie-oneers, and Co-Pielots.
• Foster collaboration within team and across customer lifecycle support areas

Overall Operations strategy, oversight, support and monitoring:

• Work with the team leadership to scale, recruit and develop team processes and deliverables. Includes policies, endorsements, escalations and resolutions, renewal, retention and cancellation activities. 
• Monitor the operations of the business and managing high level and complex  issues/risk 
• Use data to inform the development of processes to ensure we are delivering on analytics.
• Develop,  implement, and curate the overarching customer and agent experience — effortless experience , responsive, self-service.

Drive Teamwork with Customer Experience in Mind:

• Accountable for setting and meeting metrics and deliverables around policy services and customer experience
• Build brand experience strategy to ensure outstanding customer experience and manage results
• Advocate for the customers, agents, and teams, and actively represent the needs of our users to deliver a best-in-class experience.

Develop and Drive Customer Experience Strategic Initiatives:

• Managing partners at the highest level
• Establishing and measuring metrics and extensive business KPIs. 
• Strategize for growth and future lines of business
• Accountable for overall deliverables, OKRs, and key measurements - the data to inform decisions/path
• Inspire customer success across the company, aligning with all levels of leadership and teams to drive company-wide understanding of what defines customer and company success

The Right Stuff

• Bachelor’s Degree in related field is required
• 5 years in a senior operating role leading as a Director, VP or Executive level for customer facing organizations
• 10 years overall P&C Insurance Industry experience is required
• Proven track record of leading senior leaders.
• Executive presence, business acumen, drive strategy and deliverab