Manager, Premium Audit

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 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 It

• 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

• 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

• 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

• 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