Team Lead, Premium Audit

Team Leadership and Daily Operations

Manage daily workload distribution and prioritization across audit processing, outreach, and inbound and outbound call workflows.

Monitor team production and quality performance against established scorecard targets, coach team to action based on insights, and escalate emerging risks in a timely manner.

Conduct regular 1:1s with each team member, delivering specific and timely feedback grounded in quality data, production metrics, and skill development.

Document individual performance, provide recognition for progress, and deliver structured feedback for improvement.

Identify team knowledge gaps and connect team members to the training and resources needed to address them.

Maintain production and quality scorecards for your team.

Customer and Cross-functional Coordination

Serve as the primary escalation point for complex insured and agent inquiries; resolve inquiries within scope and route those requiring higher-level review with complete case context.

Identify and communicate insured and agent pain points internally to inform improvements to audit processes, products, and the customer experience.

Manage handoffs between the outreach team and audit review, billing, and customer service teams, ensuring complete case context accompanies each transfer.

Contribute to cross-functional projects and departmental initiatives as a subject matter resource, representing the outreach team's operational perspective and supporting team-level implementation of project outcomes.

Participate actively in process improvement discussions, contributing ground-level operational observations to support initiatives led by management.

Quality, Process, and Continuous Improvement

Review audit documentation and outreach interactions for accuracy, tone, and adherence to established SOPs.

Train team members on Pie's audit and insurance operations platforms; create and maintain SOPs related to system functions and workflow standards as processes evolve.

Recognize patterns in errors or escalations; bring observed trends and proposed solutions to your manager to support process improvement.

Partner with the quality function to translate interaction monitoring data into specific, actionable coaching for individual team members.

Contribute to operational improvement initiatives led by management; support implementation of process and technology changes at the team level, including testing and adoption of new tools prior to broader rollout.

Identify workflow inefficiencies and surface specific, actionable observations to your manager.

The Right Stuff

• High school diploma or GED required.
• Bachelor degree preferred.
• Minimum of 3 years of experience in premium audit required.
• Minimum of 4 years commercial insurance experience required.
• Minimum of 1 year experience working in a leadership role or demonstrated leadership experience required.
• Knowledge of state/bureau specific premium audit rules required.
• Ability to interpret/communicate rules accurately and to cross functional stakeholders required.
• Utilize existing contacts and develop relationships within the industry to assist in progressing Pie's Premium Audit Team required.
• Intermediate communication (written and verbal) skills required.
• Developed problem solving skills required.
• Intermediate awareness of your own tasks, and how it impacts the team and deliverables required.
• Intermediate leadership skills and some general experience leading work groups or task forces in specific projects required.
• Detail oriented required.
• Able to review work of others and find errors, inconsistencies and/or trends required.
• Strong time management skills required.
• Able to prioritize work to meet deadlines and communicate priority of work to others required.
• Well organized required.
• Use resources efficiently and effectively required.
• Ability to manage time, energy and workspace well and accomplish all assigned tasks successfully required.
• G-Suite Tools, Collaboration tools (Slack is preferred), Salesforce, Looker, and Insurity 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.

Career Path

Base Compensation Range $75,000—$95,000 USD

Compensation & Benefits:

• Competitive cash compensation
• Comprehensive health plans
• Generous PTO
• Futuristic 401k match
• Generous parental and caregiver leave

Core Values

Make every part of working with us "Easy as Pie" - including our offer process.

When we find someone we'd like as a Pie-oneer (a member of our team), we move quickly to put together a fair offer based on your skills, experience, location, and compensation expectations.

Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.

Location Information

Unless otherwise specified, this role is remote.

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.

Pie Insurance participates in the E-Verify program.

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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.