Customer Service Manager, Vendor and Operations

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 Customer Service Manager, Vendor and Operations will oversee the day-to-day operational performance of the internal support teams that span multiple insurance lines while focusing heavily on the  opportunities to build and improve our operating model.  In this role the candidate will roll up their sleeves to learn our current processes so that they can influence the process improvement opportunities in our teams and across Pie. They will do this with a relentless pursuit of "why" coupled with curiosity and experience presenting business cases to move concepts forward for meaningful change.  This leader will set expectations with team members, so they are aligned to the needs of their position while simultaneously working to develop talent in their teams to align with Pie's high performance culture. Self-motivated, passionate about CX, and operational skills that balance the analytics with the drive to inspire individual contributors and future leaders - this is our new manager.

How You’ll Do It

Define & Represent Program Standard:

• Oversee the daily and strategic performance of the Customer Service teams supporting the majority of customers for live support,  new product lines, and back-office tasks  staffed by internal and external teams.
• Responsible for designing and operationalizing a segmented support team to maximize business goals, while considering cost management while supporting customer experience and overall service model where possible.
• Independently develops and manages operational initiatives to deliver results.
• Fluent in core customer service operational metrics to drive the team's focus on the most effective set and also to share/communicate these internally and to stakeholders with accuracy.
• Drive performance expectations with rep and team scorecards that ladder up to overall Service and Pie goals; regular review and refresh for effectiveness.
• Develop and implement best practices within your discipline or function to enhance efficiency and effectiveness.
• Uphold operational governance with the team and external support that includes correct worked hours, attendance policy adherence, and  Pie policies in general.
• Apply a consistent methodology of expectations, process and inspection across all inbound support teams.
• Strong knowledge and understanding of core workflows within the team and with key partners in order to have a full 360 view of process and procedure.

Drive Continuous Improvement:

• Operate independently to identify trends that drive prioritization to improve customer and Pioneer experiences, leveraging data to help shape a regular view for operational improvements.
• Connect the dots with information, Pie policy, workflows and more to  present  the case for change that crosses teams and a unified business approach (business case development/presentation).
• Encourage a constant pursuit of "why" that gets to true root cause for self and the team, modeling this  through active efforts as well as teaching/investing in their skillset.
• Partners with key contacts and stakeholders outside their own area of expertise and external stakeholders, if applicable. 
• Recommends changes to policies and establishes procedures that affect the direct team or multiple disciplines within the department.

Analyze & Deliver Insights: 

• Apply and demonstrate a curiosity for data-led decisions  and develop relationships and forums that yield insights from our CS teams to other Pie teams.
• Analyze and recommend changes to metrics goals, performance scorecards based on shifting trends.
• Receive assignments based on objectives and determine the optimal use of resources to achieve these goals.
• Identify workflow scenarios that challenge  the rep team, using data for justification, and advocate for change.

Team Leadership & Performance:

• Direct and drive results with direct reports to support the tasks of the CS teams.
• Build team quarterly plans that contribute to company-level direction with management oversight.
• Provide clear expectations of role duties, and performance goals and deliver clear feedback  to ensure alignment on career and role opportunities.
• Assess performance daily and review with the teams a