VP, Underwriting Operations and Customer Service

The VP, Underwriting Operations and Customer Service at Pie Insurance is responsible for leading the customer experience strategy, overseeing underwriting operations, and ensuring exceptional service delivery. This role involves building a team dedicated to enhancing the customer journey, implementing data-driven processes, and fostering relationships with customers, agents, and stakeholders to create effortless interactions.

To qualify for the VP, Underwriting Operations and Customer Service role at Pie Insurance, candidates must hold a Bachelor’s Degree in a related field and have at least 10 years of experience in the P&C Insurance industry, with a minimum of 5 years in a senior operating role such as Director or VP. Proven leadership skills, a strong understanding of customer service excellence, and the ability to leverage data for strategic decision-making are essential.

The VP, Underwriting Operations and Customer Service plays a vital role in fostering team collaboration and a positive culture at Pie Insurance. By advocating for team needs, facilitating communication, and developing leadership within the organization, this position ensures that the culture of excellence is reflected in every customer interaction, promoting a sense of community and shared purpose.

For the VP, Underwriting Operations and Customer Service role at Pie Insurance, experience in leading customer-facing organizations in a high-volume, transactional environment is highly valued. Candidates should demonstrate a blending of post-sale and sales experience, with an emphasis on achieving and measuring customer satisfaction, retention, and service excellence.

The compensation package for the VP, Underwriting Operations and Customer Service position at Pie Insurance includes a competitive base salary range of $195,000 to $250,000 USD, equity opportunities, comprehensive health plans, generous PTO, and a future-focused 401k match, along with generous parental and caregiver leaves, ensuring a supportive work-life balance.

When asked about building and leading a high-performance team in customer service, clearly outline your strategies for team development, communication, and performance monitoring. Highlight your experience in mentoring team members, setting clear expectations, and fostering a positive environment that emphasizes collaboration and accountability.

In responding, provide a specific example of a customer experience initiative you led, highlighting the problem it addressed, the steps you took, and the measurable outcomes, such as improved satisfaction scores or retention rates. Emphasize the strategic thought process behind the initiative and the role of cross-team collaboration.

Explain the importance of data in your decision-making process, outlining how you collect and analyze key performance indicators to inform strategies. Discuss your experience using data to drive improvements in service delivery, manage operational risks, and ensure compliance with industry standards.

Discuss techniques for ensuring alignment, such as regular cross-departmental meetings, shared KPIs, and open lines of communication. Cite past experiences where you successfully aligned customer experience initiatives with broader company goals, driving overall business success.

Demonstrate your ability to balance customer needs with operational efficiency by sharing a framework or specific strategies you utilize, such as process mapping or customer journey analytics. Provide examples where you've managed to streamline operations while enhancing customer satisfaction.

Explain your leadership style, whether it's participative, transformational, or another approach, focusing on how you adapt to individual leaders’ needs. Discuss your approach to conflict resolution, motivation, and how you ensure your team meets deliverables while maintaining a healthy work culture.

Share insights on industry trends impacting underwriting and customer service, such as technology changes, increased competition, or regulatory shifts. Describe your proactive approach to addressing these challenges through innovative solutions or team training programs.

Outline specific metrics you use to measure success, such as Net Promoter Scores (NPS), Customer Satisfaction Scores (CSAT), or retention rates. Discuss how you analyze this data to adjust strategies and improve customer experiences over time.

Describe specific strategies you've employed to influence company-wide understanding of customer success, like training sessions, sharing customer feedback with all levels, or developing workshops that align customer success with overall employee objectives. Share outcomes of these strategies.

Discuss potential strategies for improving the digital customer experience at Pie Insurance, such as user experience enhancements, streamlined online processes, and increasing self-service capabilities. Cite examples from past experiences where you've successfully driven digital transformation.