Team Lead, Premium Audit

As a Team Lead on the Premium Audit Outreach team, you'll lead a team of auditors and outreach specialists responsible for audit documentation and processing, insured and agent communication, and first and second-tier case resolution. Your role is front-line execution: you set the daily rhythm for your team, coach individuals against quality standards established by the department, and serve as the first escalation point when cases get complex. This role reports to the Premium Audit Director  within the broader Premium Audit leadership structure.

How You’ll Do It

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 is preferred.
• Minimum of 3 years of experience in premium audit is required.
• Minimum of 4 years commercial insurance experience is required.
• Minimum of 1 year experience working in a leadership role or demonstrated leadership experience is required.
• Knowledge of state/bureau specific premium audit rules. Ability to interpret/communicate rules accurately and to cross functional stakeholders. Utilize existing contacts and develop relationships within the industry to assist in progressing Pie's Premium Audit Team.
• Intermediate communication (written and verbal) skills, to deliver more complex information effectively.
• Developed problem solving skills to be able to manage complex tasks and work through to solutions with little guidance and direction.
• Intermediate awareness of your own tasks, and how it impacts the team and deliverables
• Intermediate leadership skills and some general experience leading work groups or task forces in specific projects.
• Detail oriented: Ability to pay close attention to  small particulars when working on a task or project. Complete  work as flawlessly as possible before moving to the next task. Projects and tasks are high-quality work with little to no errors. Able to review work of others and find errors, inconsistencies and/or trends.
• Strong time management skills: skilled in the process of organizing and planning how to divide time between specific activities. Able to prioritize work to meet deadlines and communicate priority of work to others.
• Well organized: Use resources efficiently and effectively. Ability to manage time, energy and workspace well and accomplish all assigned tasks successfully.
• G-Suite Tools, Collaboration tools (Slack is preferred), Salesforce, Looker, and Insurity  is 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. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process.