The VP, Underwriting Operations and Customer Service will lead customer advocate & customer focused executive that stewards the customer experience journey and delivers effortless experiences that live into our brand - easy as Pie. Continually creating, developing, and evolving these digital experiences at key points within the customer lifecycle and integrating the necessary compliance and automated solutions as these opportunities that arise. The VP, Underwriting Operations and Customer Service will work to develop, build and lead a best-in-class customer experience that leans into current expectations of users and partners and overarching benchmarking and best practices focused on top digital experience which is personalized, responsive, and frictionless.
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The VP, Underwriting Operations and Customer Service directs the overarching strategy, scale and performance of the umbrella of customer experience, which includes customer success, agent experiences, and underwriting operations . Overall top-level accountability for the CX programs and underwriting operations, along with their goals and objectives for teams. Builds the strategic outline and pathways of work for now and into the future. Manages key relationships with leaders inside and outside of the organization ensuring excellent customer experience and outcomes. Establishes high impact relationships with the team and develops leaders to ensure excellence is maintained throughout the business sector. Overall responsibility for the development of CX forecasts, planning and measurement of key data points, to include financial and productivity and key performance metrics.
How You’ll Do It
Team Leadership:
- Building, scaling team - organizational development, working on building teams with intention
- Work with Directors to be able to position for changing dynamics
- Advocate for the needs of the team to manage timelines and deliverables for the organizational overall goals
- Managing leaders to deliverables and timelines
- Coaching on teambuilding, support and team execution
- Relationship building, collaboration, and fostering positive business partnerships with vendors, customers, agents, internal stakeholders, and Pie-oneers, and Co-Pielots.
- Foster collaboration within team and across customer lifecycle support areas
Overall Operations strategy, oversight, support and monitoring:
- Work with the team leadership to scale, recruit and develop team processes and deliverables. Includes policies, endorsements, escalations and resolutions, renewal, retention and cancellation activities.
- Monitor the operations of the business and managing high level and complex issues/risk
- Use data to inform the development of processes to ensure we are delivering on analytics.
- Develop, implement, and curate the overarching customer and agent experience — effortless experience , responsive, self-service.
Drive Teamwork with Customer Experience in Mind:
- Accountable for setting and meeting metrics and deliverables around policy services and customer experience
- Build brand experience strategy to ensure outstanding customer experience and manage results
- Advocate for the customers, agents, and teams, and actively represent the needs of our users to deliver a best-in-class experience.
Develop and Drive Customer Experience Strategic Initiatives:
- Managing partners at the highest level
- Establishing and measuring metrics and extensive business KPIs.
- Strategize for growth and future lines of business
- Accountable for overall deliverables, OKRs, and key measurements - the data to inform decisions/path
- Inspire customer success across the company, aligning with all levels of leadership and teams to drive company-wide understanding of what defines customer and company success
The Right Stuff
- Bachelor’s Degree in related field is required
- 5 years in a senior operating role leading as a Director, VP or Executive level for customer facing organizations
- 10 years overall P&C Insurance Industry experience is required
- Proven track record of leading senior leaders.
- Executive presence, business acumen, drive strategy and deliverable outcomes and driving results and measuring results is important.
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale and sales experience in a high volume, transactional focused environment
- Advanced knowledge of the insurance industry is required
- Knowledge of workers’ compensation is highly preferred
- Excellent process management and data analysis skills
- High ability to use data and metrics for decision making and strategic process mapping
- Strong empathy for customers and team members, and a passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
Compensation & Benefits
- Competitive cash compensation
- A piece of the pie (in the form of equity)
- 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
Our goal is to make all aspects of working with us as easy as pie. That includes our offer process. When we’ve identified a talented individual who we’d like to be a Pie-oneer , we work hard to present an equitable and fair offer. We look at the candidate’s knowledge, skills, and experience, along with their compensation expectations and align that with our company equity processes to determine our offer ranges.
Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.
Location Information
Unless otherwise specified, this role has the option to be hybrid or remote. Hybrid work locations provide team members with the flexibility of working partially from our Denver office and from home. Remote team members must live and work in the United States* (*territories excluded), and have access to reliable, high-speed internet.
Additional Information
Pie 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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