Senior Product Manager, Pie Insurance
Customer Service
$135-170k
+ Equity
SQL
Looker
Salesforce
JIRA
Confluence
Senior and Expert level
Remote from US
Small business insurance
Open for applications
Small business insurance
201-500 employees
FintechB2BInsurance
Open for applications
$135-170k
+ Equity
SQL
Looker
Salesforce
JIRA
Confluence
Senior and Expert level
Remote from US
201-500 employees
FintechB2BInsurance
Company mission
To make insurance less expensive, simpler, and more transparent for small business owners.
Role
Who you are
- A minimum of 8 years of Product Management experience or related work which can include: customer service operations, enterprise system administration, service design, or data analytics focused work
- Working knowledge with SQL, Looker or other analytical tools is preferred
- Experience working with enterprise platforms such as Salesforce, Five9, or other customer service technologies
- Good understanding of agile processes and skills with Confluence, Jira or similar tools
- Successfully built features and managed a product area for systems that seamlessly fit within a larger business ecosystem, particularly those involving third-party platforms and integrations
- Participated in writing product requirements, documents and user stories for customer service or related operational systems
- Managed a product area, identifying and managing requirements through problems to solution, particularly in operational or service-oriented domains
- Navigated design challenges with the help of stakeholders and system administrators to come to viable solutions within enterprise platform constraints
- Demonstrated ability to communicate how requirements and user stories align to the business strategy overall
- Demonstrated experience with service optimization, automation implementation, and AI integration to enhance operational efficiency
- Ensured quality assurance is balanced with timelines and priorities
- Used qualitative and quantitative data to generate actionable insights, and leveraged those insights to achieve goals set for the product, and to connect those quantified goals to meaningful outcomes for the business
- Created and managed prioritized roadmaps and the vision for your areas of product while connecting the dots to contribute to company strategy and vision
- Proactively identified stakeholders impacted by your area of ownership and worked with those stakeholders to understand, assess and implement their most important requirements into product decisions
- You do not by default accept the answer: "this is the way we've always done it." You have a passion for disrupting the status quo and want to change how insurance customer service is done
- Advanced interpersonal skills used for persuading, negotiating, and quickly building relationships
- Successfully motivated and coached team members to push through challenges
What the job involves
- The Senior Product Manager - Customer Service is a skilled product practitioner with demonstrated ability to drive significant business impact through the full product lifecycle.
- They operate with high autonomy in complex business domains while maintaining appropriate engagement with leadership on strategic direction. They identify and execute on high-value opportunities, build effective cross-functional partnerships, and deliver measurable outcomes that advance Pie's strategic goals
- You will report to a Director of Product and work closely with Customer Service leadership, enterprise system administrators, product design, and cross-functional partners to identify opportunities, prioritize initiatives, and drive end-to-end execution from conception to impact measurement
- Building out innovative, efficient customer service platforms that enhance the experience for both policyholders and our internal support teams, enabling them to be as effective as possible
- Align our product roadmap with business and customer service goals, ensuring enterprise systems and workflows that drive operational efficiency while delivering an "Easy as Pie" experience throughout the policy lifecycle
- Prioritize feature development and workstreams to maximize service efficiency, reduce contacts-per-policy, and increase customer satisfaction, always challenging the status quo and striving to solve problems innovatively
- Take full ownership of your products, ensuring quality delivery and measurable business outcomes while maintaining a scrappy, results-driven approach to enhancing our customer service capabilities
- Write clear and easy-to-understand user stories and contribute to the development of the product roadmap to align with broader team and company goals
- Build strong, collaborative relationships with stakeholders, ensuring product decisions align with strategic objectives and contribute to long-term business success in our customer service operations
- Key Outcomes For First 12 Months
- Effectively support acceleration of major in-flight projects to scale and optimize the efficiency of our Customer Service operations
- Develop a comprehensive 12-month strategic roadmap for Customer Service technology capabilities that identifies the biggest opportunities at attractive cost and lays out a clear implementation path
- Establish a measurement framework for key customer service metrics, including contacts-per-policy rates, agent efficiency, and satisfaction across channels, with dashboards that enable data-driven decision making
- Drive integration between customer service operations and self-service capabilities, leveraging contact pattern insights to inform future self-service functionality and measure its effectiveness
- Explore and implement AI capabilities within the customer service domain to enhance efficiency, consistency, and quality of service interactions
- Successfully integrate the Customer Service domain into Pie's Product Operating Model, adapting ceremonies and workflows to accommodate the third-party enterprise system environment while maintaining agile principles
- Build strong, collaborative relationships with Customer Service leadership, enterprise system administrators, and adjacent functional teams in underwriting and finance to create shared understanding of priorities and establish yourself as a trusted product partner
Our take
Historically, it’s been extremely cumbersome to qualify, onboard and manage workers’ comp insurance, particularly for America’s small businesses which haven’t been prioritized by larger carriers. That’s left small businesses often stranded with expensive and low-quality coverage.
Pie Insurance is changing all that through its technology-first model. Using data and analytics to better comprehend risk and speed up the decision-making process, it reduces the time to make an underwriting decision to a few minutes. Facing only legacy competition in an industry ripe for disruption, Pie Insurance has enjoyed rapid growth and received significant investment funding from backers in the InsurTech space.
Having recently acquired a nationally licensed insurance company, Pie Insurance is now able to directly issue its own policies nationwide. Currently available in 38 states, it will be aiming to expand its operations into the remaining states and territories to provide insurance to small businesses across the entire USA.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
4% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2022
$315m
SERIES D
Mar 2021
$118m
SERIES C
Total funding: $620.3m
Company benefits
- Flexible work: Pie offers in-office, hybrid, and remote work options so you can create the work environment that's best for you
- Fully paid health care: Pie covers the health, vision, and dental premiums for full time employees and covers a percentage of premiums for spouses and children
- Equity and 401k: We think you should get a piece of the pie, so in addition to equity, Pie contributes to your retirement through a 401k
- Generous PTO: We want to make sure Pie-oneers have time to balance a rewarding work life and fulfilling personal life
- Parental leave: Pie knows your family is important, providing 100% compensation for the first three months of parental leave, as well as a generous return to work plan
- Caregiver leave: Pie offers caregiver leave so you have the time to dedicate to those who need your care
- HSA and Health FSA: Pie contributes $1,500 for individuals and $2,000 for family HSAs per year. Employees have the option to contribute to a Health FSA
- Dependent Care FSA: To help care for your dependents, Pie allows employees to set aside pre-tax dollars to be used for expenses like babysitters, daycare, summer camps, etc
- Pet insurance: Pie understands your pet is family and their care can be costly when they're not feeling well. The plans provide reimbursement for common needs like exams, vaccines, x-rays, prescriptions, and much more!
Company HQ
Union Station, Denver, CO
Leadership
Dax Craig
(Co-Founder & President)MD of 11x Holdings which invests in commercial and residential real estate. Also Co-founded Valen Analytics, a data and analytics provider for property and casualty insurance.
John Swigart
(Co-Founder & CEO)Previously CMO for RapidFinance. Also worked as CMO for Esurance, starting off as VP of Finance in 2000.
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