Manager - Premium Audit

As a Manager, Premium Audit, you'll be responsible for managing our premium audit operations through team leads and individual contributors, ensuring efficient and compliant audit processes while driving continuous improvement. You will translate functional plans into operational processes and guide execution to meet business objectives. This role requires strong management practices and the ability to navigate complex audit scenarios while maintaining excellent customer and partner relationships. You'll work cross-functionally to optimize audit workflows and contribute to Pie's overall underwriting and profitability goals.

How You'll Do It

Premium 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

The Right Stuff

Education & Experience:

• High School diploma required; Bachelor's degree preferred
• 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

Core Competencies:

• Management Skills: Proven ability to manage teams through clear expectations, performance measurement, and coaching. Experience leading team leads and individual contributors
• Communication: Strong written, verbal, and presentation skills to effectively communicate with internal teams, customers, and external partners
• Problem Solving: Ability to manage complex audit situations with multiple variables and resolve issues with appropriate urgency
• Process Orientation: Demonstrated experience in process improvement, workflow optimization, and building effective operational procedures
• Customer Focus: Strong customer service background with ability to handle escalated situations professionally and empathetically

Technical Knowledge:

• Deep understanding of Workers' Compensation premium audit principles and state-specific requirements
• Knowledge of audit dispute resolution processes and settlement practices
• Familiarity with commercial insurance policy administration and billing processes
• Understanding of underwriting and pricing impacts of audit results
• Experience with audit management systems and reporting tools

Leadership Qualities:

• Ability to translate strategic direction into operational execution
• Strong decision-making skills with appropriate judgment on escalation matters
• Collaborative approach with ability to influence across functions
• Results-oriented mindset with focus on continuous improvement
• Adaptability to changing business needs and priorities

Technical Proficiencies:

• Proficient in G-Suite Tools, Nexus, Slack, and Salesforce
• Experience with rvel, and Bureau systems preferred
• Strong analytical skills with ability to interpret data and metrics
• Ability to travel up to 10% for vendor meetings and training

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.