The Manager, Premium Audit is responsible for driving measurable performance improvements across Pie's contact center and operations ecosystem. This individual contributor role owns the design, implementation, and continuous optimization of workforce management practices, technology platforms, and analytics infrastructure that enable our operations teams to deliver exceptional customer and agent experiences at scale. The role serves as a critical bridge between people, process, and technology — translating data into actionable insight and insight into operational outcomes.
How You'll Do ItPremium Audit Operations Management:
- Manage premium audit operations through team leads and professional individual contributors, ensuring consistent quality and productivity standards
- Translate business segment strategy into functional audit plans and guide day-to-day execution
- Oversee both internal audit processes and vendor relationships, ensuring service level agreements are met
- Monitor audit completion rates, quality metrics, and customer satisfaction scores
- Ensure compliance with state and bureau audit requirements across all audit types (mail-in, phone, virtual, and physical audits)
- Partner with Analytics team to analyze audit results and identify trends impacting profitability
Process Improvement and Strategy Implementation:
- Develop and execute operational initiatives to improve audit efficiency and customer experience
- Work with Senior Management to implement long-term audit strategies aligned with company objectives
- Collaborate with Product, Engineering, and Operations Performance teams to optimize audit workflows and automation opportunities
- Build and maintain audit procedures, guidelines, and best practices documentation
- Identify opportunities for process streamlining and cost reduction while maintaining audit quality
- Support implementation of new audit technologies and system enhancements
Team Leadership and Development:
- Provide a hands-on approach to leadership, ensuring team success by offering guidance, support, and using strong management practices such as regular one-on-ones and performance coaching
- Balance leadership responsibilities with direct contributions to ensure project deadlines and quality standards are met
- Establish clear expectations and performance measurements for direct reports
- Conduct team calibrations and quality reviews to ensure consistent audit standards
- Support recruitment and onboarding of new team members as the audit function scales
- Create development plans for team leads and individual contributors
- Foster a collaborative, customer-focused culture within the audit team
Cross-Functional Collaboration:
- Serve as the audit subject matter expert for cross-functional projects and initiatives
- Collaborate with Underwriting, Claims, and Business Development teams on audit-related issues
- Partner with Customer Service and Billing teams to resolve audit disputes and collection matters
- Work with Compliance team to ensure adherence to regulatory requirements
- Communicate audit insights and recommendations to senior leadership
- Advocate for customer needs while ensuring business objectives are met
Escalation Management:
- Handle complex audit disputes and customer escalations requiring management intervention
- Make decisions on audit adjustments and settlements within established authority limits
- Coordinate with Legal team on contested audit matters when necessary
- Ensure timely resolution of audit-related customer complaints and issues
Educational Background:
- High School diploma required; Bachelor's degree preferred
Experience:
- 5+ years of Workers' Compensation Premium Audit experience required
- 6+ years of overall commercial insurance experience required
- 3+ years of management or supervisory experience required
- Experience managing both internal teams and external vendor relationships preferred
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. We may also use AI assistant video tools during interviews to support note-taking and candidate evaluation. All AI-powered outputs are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process.
- Competitive cash compensation
- Comprehensive health plans
- Generous PTO
- Future focused 401k match
- Generous parental and caregiver leave
- Our core values are more than just a poster on the wall; they’re tangibly reflected in our work
Making every part of working with us "Easy as Pie" - including our offer process. When we find someone we'd like as a Pie-oneer (a member of our team), we move quickly to put together a fair offer based on your skills, experience, location, and compensation expectations.
Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.
Location InformationUnless otherwise specified, this role is remote. Remote team members must live and work in the United States (territories excluded) and have access to reliable, high-speed internet.
Additional InformationPie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
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Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process.
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Skills Required
- High school diploma
- Bachelor's degree
- 5+ years of Workers' Compensation Premium Audit experience
- 6+ years of overall commercial insurance experience
- 3+ years of management or supervisory experience
- Experience managing internal teams and external vendor relationships
What the Team is Saying
Pie Insurance Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage is employer-paid for full-time employees from day one across medical, dental, and vision, with HSA/FSA options and company HSA contributions. This breadth meaningfully reduces out-of-pocket exposure and anchors the package as comprehensive.
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Parental & Family Support — Parental leave is fully paid for the first three months, paired with a generous return-to-work plan and separate caregiver leave. These provisions indicate strong support for growing families and caregiving needs.
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Leave & Time Off Breadth — Time off is described as generous and flexible, with additional sick time noted in some summaries. Such breadth gives employees latitude to manage rest and personal obligations.
Pie Insurance Insights
What We Do
Pie is transforming small business insurance. Our team of seasoned technology and insurance experts are on a mission to empower small businesses to thrive by making insurance affordable and as easy as pie.
Why Work With Us
Our team of seasoned technology and insurance experts is on a mission to make insurance less expensive, simpler, and more transparent for small business owners. In the process, we’re creating a workplace where people thrive and ideas become actions.
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Employees work remotely.
As a fully remote company, Pie supports our Pie-oneers in working in a U.S. location that’s best for them.
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