Manager, Premium Audit

Pie Insurance

7d•$95,000 - $120,000•Remote

About The Position

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.

Requirements

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
High School diploma required

Nice To Haves

Bachelor's degree preferred
Experience managing both internal teams and external vendor relationships preferred

Responsibilities

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 and recommendations to senior leadership
Advocate for customer needs while ensuring business objectives are met
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