Director of Customer Experience and Operations

At Pie, our 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. As the Director of Customer Experience and Operations, you will play a crucial role in overseeing and managing comprehensive processes for all customer-facing policy support, policy changes, and actions related to premium changes and audits. You will be accountable for ensuring exceptional customer service quality, effective auditing, and efficient receivables management. Your leadership will guide our customer-facing operational functions, shaping the strategy to guarantee successful daily operations, including service levels and resolution rates, while driving continuous improvement. This position involves leading workforce management functions to optimize staffing efficiency and service levels. You will develop accurate forecasting models based on historical data, create strategic scheduling frameworks that balance customer demand with agent availability, and implement real-time adherence monitoring for optimal coverage. You will also manage capacity planning for peak periods and collaborate with operations teams to address volume fluctuations effectively. Key Responsibilities: Oversee the complete partner and policyholder experience. Identify automation opportunities to enhance the end-to-end experience, collaborating cross-functionally within and outside immediate departments. Ensure compliance with all program requirements, including state mandates and premium audit accuracy programs. Manage internal and external collection programs to maximize accounts receivable and minimize bad debt. Strategic Development: Lead the development and execution of program strategies, ensuring successful process delivery and tooling. Drive scalability of programs, enhancing efficiency and performance within functional areas. Oversee operational processes, focusing on continuous improvement and technology-driven solutions. Utilize Pie and customer service data to inform objectives and track impacts on overarching company goals. Driving Efficiency: Work collaboratively with teams in underwriting, product development, claims, compliance, business development, marketing, and executive leadership to foster a best-in-class operational environment. Implement processes that prioritize value-added interactions while automating manual tasks. Partner across the organization to streamline service requests and enable automated resolutions. Quality Enhancement: Champion continuous improvement initiatives through a test-and-learn approach. Establish KPIs and manage performance expectations accordingly. Leverage quality insights to enhance both personnel and processes within the organization. Qualifications: Bachelor's degree required; graduate degree preferred. 12 years of relevant experience in insurance, insurtech, customer service, premium audit, or similar service-oriented environments. Minimum of 6 years of experience in leadership roles overseeing teams. Strong data literacy skills, including the ability to understand, evaluate, and effectively utilize data. Experience in organizational restructuring, technology updates, or process efficiencies. Excellent planning, problem-solving, communication, and adaptability skills. Comfortable operating in an agile, fast-paced work environment focused on collaboration and continuous improvement. Advanced leadership capabilities with a track record of fostering positive work environments and career progression opportunities. Effective listening and influence skills to build a culture of empowerment throughout the organization. AI-Assisted Hiring:

To ensure a fair, efficient, and consistent hiring process, we utilize AI-powered tools in the initial application review. These tools assist in identifying qualifications and experiences relevant to this role, while all AI outputs are subject to human oversight throughout the evaluation process. Compensation: Base salary range: $135,000 - $170,000 USD. Benefits: Competitive cash compensation. Equity in the form of company shares. Comprehensive health plans. Generous PTO. Future-focused 401k match. Generous parental and caregiver leave. Embedded core values that reflect in our operations. We strive to make our hiring process as easy as pie. When we find a talented individual we'd like to welcome to our team, we make a fair and equitable offer based on the candidate's skills, experience, and compensation expectations. Pie reviews company performance annually and may award discretionary bonuses to eligible team members. Location:

This role is remote; candidates must reside in the United States (excluding territories) and have access to reliable, high-speed internet. Additional Information:

Pie Insurance is an equal opportunity employer, committed to diversity and inclusivity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, or any other protected characteristic. We participate in the E-Verify program. Please refer to our Privacy Policy for details on our commitment to protecting personal data. Safety is a priority; we will never request credit card information or ask for purchases during the interview or onboarding process.