Process Improvement Program Manager

Reporting directly into our Manager of Operational Improvement, our Process Improvement Program Manager is responsible for identifying, planning, leading, and delivering efficiency and scalability improvements across the business. In this role, you will be responsible for a portfolio of initiatives supporting our core operations functions. Pie is an innovative and fast-growing startup in the Insurtech space, and we need to continually evaluate how to disrupt the norms, scale and grow efficiently, and provide the most elegant solutions to our team members and our customers. Pie is an incredibly collaborative team with constant communication where you will work with various stakeholders and team members.

How You’ll Do It

• Process Performance and Scalability
• Collaborate seamlessly with Claims, Customer Service, Audit, Billing, Underwriting, Enterprise Technology, and Product teams to understand their work at a unit level.
• Perform root cause analysis and effectively communicate findings in a clear, synthesized format, delivering comprehensive impact assessments.
• Gather and analyze data to assess processes and identify areas for improvement.
• Demonstrate expertise in value stream mapping, customer journey mapping, and root cause analysis practices.
• Utilize data-driven decision-making to guide solutions and strategic decisions.
• Provide actionable recommendations backed by a solid financial case to drive business growth and achieve strategic objectives.
• Leverage analytical skills to translate metrics, research, and trends into actionable insights and initiatives.
• Analyze operational performance data and process metrics to uncover and prioritize improvement opportunities.
• Work closely with leadership teams to provide data vital to initiative prioritization and project outcomes.
• Implementing solutions 
• Lead transformation initiatives to improve scalability while improving the client experience for multiple departments across operations.    
• Develop strategic plans to achieve goals, motivating and guiding cross-functional teams to implement solutions effectively.
• Identify and manage dependencies with interconnected programs and systems.
• Oversee project execution using mixed project management methodologies, balancing competing priorities and pacing work to ensure teams can adapt and thrive.
• Track project issues to resolution; manage risks and remediation plans.
• Provide regular status updates on all initiatives at both Portfolio and Executive levels, ensuring seamless cross-functional stakeholder management.
• Plan and coordinate training, communication, and deployment activities to ensure smooth implementation.
• Development
• Build and refine operational performance processes and best practices.
• Build team processes for future automation.
• Coach team members within functional teams who are learning and leading improvement projects.
• Support cross-functional efforts to determine areas where we can gain organizational synergy, improve customer engagement, scale our operations, and achieve our financial targets.
• Develop and implement strategies for continuous improvement, gaining a deep understanding of each department's unique challenges.
• Establish a process for providing insightful advice and guidance to enhance scalability and efficiency across the organization.

The Right Stuff

• A High School Diploma or GED is required. College coursework, Bachelor’s Degree, or a Graduate’s Degree is preferred
• 8+ years of proven experience managing Lean, Lean Six Sigma, change management or quality process improvement projects and teams is preferred
• 5+ years  in FinTech, InsurTech and/or the commercial insurance industry in general are a plus 
• 5+ years of experience driving quality, scalability, and/or client satisfaction process improvement and transformation programs
• Leverage best demonstrated practices for planning and leading complex implementations of process changes
• Knows how effective processes work and leverages data to evaluate process capability and identify performance gaps
• Experience working with vendor partners to accelerate projects and build scalability for the future
• Adaptability, we are rapidly growing  from a mature start-up to the next level. Effectively manages evolving priorities and the numerous connection points and dependencies between ongoing initiatives
• Strong communication (written and verbal) and organizational skills while maintaining a strong attention to detail

Last updated on Aug 23, 2024