Manager, Collection Strategy & Audit Recovery

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.

This role is responsible for the strategic oversight and execution of the end-to-end revenue cycle, with a specialized focus on optimizing collections and minimizing bad debt within the Workers' Compensation and Commercial Auto lines of business.

How You’ll Do It

Strategic Collections & Revenue Management:

• Oversee the entire revenue cycle process, encompassing billing (payroll and direct methods), midterm premium adjustments, audit execution, management of accounts receivable aging, collections, and refund administration for Workers' Compensation and Commercial Auto..
• Develop, implement, and own the collections strategy, employing proactive outreach, negotiation, and a tiered recovery framework that strategically balances customer retention with rigorous financial discipline. 
• Design and execute account escalation frameworks for delinquent balances, utilizing technology and automation to accelerate resolution and significantly reduce charge-offs. Establish clear financial thresholds and settlement authority parameters for litigation decisions.
• Monitor and report on key performance indicators (KPIs) for collections, including recovery rates, settlement efficacy, aged receivables (with focus on reducing >90 day delinquencies), and return on investment (ROI) for external vendors. Deliver data-driven insights to inform and optimize future performance.

Vendor, Litigation, and Compliance Oversight:

• Manage relationships with third-party collection agencies and external vendors, ensuring strict compliance with state/federal regulations, alignment on service level agreements (SLAs), and achievement of recovery targets. Evaluate, select, and onboard new vendor partnerships as needed.
• Oversee all collections-related litigation and settlement activities, collaborating with Legal and Compliance teams to effectively handle disputed balances, bankruptcies, and formal legal collections processes. Exercise settlement authority up to set threshold.
• Ensure accurate account reconciliation and compliance with all regulatory requirements specific to Workers' Compensation and Commercial Auto, including state-specific premium calculation requirements, experience modification factors, and NAIC reporting standards
• Maintain deep expertise in Workers' Compensation payroll audit processes, including classification changes, experience rating adjustments, and multi-state premium allocation.

Process Improvement and Cross-Functional Leadership:

• Identify systemic root causes of premium leakage, denials, and delayed recoveries, leading continuous process improvement initiatives to enhance overall cash flow performance. Average time-to-resolution for disputed balances.
• Partner with Product and Engineering teams to improve billing and collections system functionality within our current technology stack (related platforms), focusing on enabling data transparency and scalable automation across payment workflows.
• Serve as a critical cross-functional partner to successfully drive accuracy and efficiency in the revenue cycle.
• Mentor and develop revenue cycle personnel, building advanced expertise in collections strategy, vendor management, and litigation handling, while fostering a high-accountability, continuous improvement culture.

The Right Stuff

Professional Experience:

• 10+ years of progressive experience in collections, accounts receivable, or revenue cycle management, ideally within commercial insurance (P&C, Workers' Compensation, or Commercial Auto).
• Demonstrated track record of reducing bad debt write-offs and improving recovery rates in a measurable way (please be prepared to discuss specific outcomes achieved).

Leadership Experience:

• 7+ years of proven success leading teams in collections or litigation operations, with experience managing both individual contributors and vendor relationships.
• Experience building or transforming collections functions from reactive to proactive operating models.

Vendor & Litigation Management:

• Extensive experience managing and overseeing third-party collection vendors, recovery partners, or outside counsel, with a strong emphasis on compliance