Team Lead, Premium Audit Operations

The Team Lead, Premium Audit Operations, oversees the critical phases of the audit lifecycle, including strategic audit ordering, fulfillment path optimization, and inventory health diagnostics. In this capacity, you will manage a diverse team of Pie-oneers and Co-Pielots, ensuring operational excellence in data entry, insured and agent outreach, and the finalization of audit results. You are responsible for establishing a high-performance daily rhythm, providing expert coaching against rigorous quality standards, and serving as the primary point of escalation for complex operational challenges.

How You'll Do It

Leadership & Daily Rhythm

• Orchestrate daily throughput by strategically allocating workloads across ordering, diagnostic, and outreach workflows, ensuring the team's pipeline is prioritized correctly.
• Supervise a blended workforce of internal Pie-oneers and external Co-Pielots, utilizing cross-training initiatives to mitigate operational single-points-of-failure.
• Use data-driven diagnostics to monitor production and quality against KPIs, providing proactive coaching to resolve potential operational risks.
• Execute regular 1:1 sessions focused on skill development, delivering performance feedback anchored in rigorous quality and production metrics.
• Formalize performance documentation, celebrating incremental progress while providing structured guidance for professional growth and improvement.
• Pinpoint knowledge gaps within the team and connect team members to training and resources through the Quality & Training function.
• Curate and maintain quality and production scorecards to ensure transparency in team performance.

Vendor Management & Inventory Ownership

• Govern inventory health and prioritization logic in strict accordance with the Pie Audit Playbook, ensuring strategic alignment as the inventory mix evolves.
• Define the strategic direction for ordering and fulfillment, selecting paths that secure long-term stability and strong return quality.
• Directly own the vendor management lifecycle, from establishing rigorous QA standards to driving operational accountability for all external service deliverables.
• Hold vendors accountable for performance metrics, ensuring they adhere to the established quality and compliance benchmarks of the Premium Audit department.
• Own vendor selection and recommend new vendor partnerships when current coverage cannot meet SLA or quality requirements.

Cross-functional Partnership & Escalation

• Serve as the primary point of escalation for high-complexity agent or insured inquiries, ensuring thorough documentation for any issues requiring senior review.
• Manage critical handoffs between Operations and downstream partners, ensuring high-quality case context is preserved through billing and resolution cycles.
• Synthesize agent and insured friction points into actionable internal feedback to drive improvements in the audit product and customer experience.
• Represent the operational voice of Premium Audit Operations in departmental initiatives, leading the local implementation of project outcomes.

Strategic Technology & Operational Partnerships

• Serve as the operational consultant to Product and OPM, influencing system roadmaps and defining success metrics for audit technology.
• Consult with Product teams on the strategic prioritization of system enhancements, advocating for solutions that improve product efficacy and defect remediation.
• Partner with internal stakeholders to translate cross-functional data into scalable process optimizations.
• Empower the team to drive the local execution of UAT and implementation strategies, providing the strategic roadmap that enables them to achieve operational readiness.
• Partner with Resolution & Compliance leadership on the release go or no-go call for audit technology changes, providing UAT results and evidence to inform their decision.

The Right Stuff

• High School diploma or GED required. Bachelor degree is preferred.
• Minimum of 3 years of experience in premium audit is required.
• Minimum of 4 years commercial insurance experience is required.
• Minimum of 1 year experience working in a leadership role or demonstrated leadership experience is required.
• Knowledge of state and bureau specific premium audit rules, with the ability to interpret and communicate those rules accurately to cross functional stakeholders.
• Working knowledge of premium audit inventory and ordering mechanics, including how audit level and fulfillment path affect return quality and timing.
• Vendor performance management: scorecards, SLA tracking, defect or quality trend analysis, and accountability conversations.
• Ability to translate operational workflows into system requirements for Product, Engineering, or internal tools teams.
• Experience with multi-system audit workflows (policy admin, CRM, vendor/audit platform integration).
• Project coordination experience in insurance operations or IT-ops bridge roles.
• Intermediate communication skills, written and verbal, to deliver more complex information effectively.
• Developed problem solving skills, able to manage complex tasks and work through to solutions with little guidance and direction.
• Intermediate awareness of your own tasks and how they impact the team and deliverables.
• Intermediate leadership skills with general experience leading work groups or task forces on specific projects.
• Detail oriented: able to pay close attention to small particulars, complete work as flawlessly as possible before moving on, and review the work of others to find errors, inconsistencies, and trends.
• Strong time management skills: able to prioritize work to meet deadlines and communicate priority of work to others.
• Well organized: able to manage time, energy, and workspace well and accomplish all assigned tasks successfully.
• G-Suite Tools, collaboration tools (Slack is preferred), Salesforce, Looker, and Insurity is preferred.
• Experience managing external vendors or contractors, including performance accountability and vendor selection, preferred.
• Familiarity with JIRA or comparable ticketing systems for defect triage and enhancement prioritization, 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.