Customer Service Manager, Vendor and Operations

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.

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 appropriately to understand trends and steps needed to meet team goals; elevate this to weekly and monthly business reviews that bring a collective business understanding of the teams to key stakeholders. Bring insights, next steps and action plans that target corrections and instill this pursuit in all of our team members. 
• Help others to understand direction and translate vision into action.
• Collaborate with all levels of Pioneers, including peers and executives to ensure key updates are shared, feedback collected across teams,addressing issues as they arise.

• Bachelor's Degree is required.
• 5 years  Customer Service experience required with demonstrated experience leading or partnering with Workforce Management, Quality and Training teams. Experience in an ever changing operating model - new product features, changes in priorities across teams - preferred.
• Has an excellent understanding of the support team functions such as WFM, Training, Quality and how they influence business results. Direct experience collaborating with these areas for planning  needed to deliver short and long term success.
• 2 years experience with data analysis, a proficiency with spreadsheets and basic modeling/formula experience is desired. 
• Experience in the insurance industry is highly preferred, specifically proficiency with policy lifecycle, multi-line support, and insured/agent models 
• Demonstrated experience managing external teams, specifically how to set expectations and high level performance goals with sufficient oversight and resources that maximize the  outsourcing model.
• Approaches work with a sense of ownership, takes accountability for output, decisions, and mistakes.
• Maintains a current understanding of market knowledge.
• Contributes to improved team productivity. Works well with team members to achieve a common goal.
• Seeks to understand "the why." Asks questions, and wants to understand the perspective of others.
• Consistently demonstrate being direct and empathetic, even when talking about the hard stuff.
• Building strong customer relationships and delivering customer-centric solutions.
• Taking new opportunities and tough challenges with a sense of urgency, high-energy and enthusiasm. Has a get-it-done attitude.
• Can thrive in an environment when directions and outcomes are not always clear, and priorities change frequently.
• Adept at building partnerships and working collaboratively with others to meet shared objectives.
• Ability to travel up to 20% in this position is required.

The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. All AI-reviewed applications are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to it being reviewed using these AI technologies to assist in our evaluation process.