Senior Operational Excellence Program Manager

About this role

Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance.

Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make.

In this Individual contributor role, the Senior Operational Excellence Manager drives cross-functional operational improvement initiatives across multiple business domains. They design and implement programs that increase efficiency at scale, bridging operational execution with strategic enterprise thinking, and building stakeholder relationships to influence organizational change. The Senior Operational Excellence Manager will use proven methodologies to identify multi-domain improvement opportunities and deliver measurable business value. As a member of the Operational Excellence team, the Senior Operational Excellence Manager will create sustainable operational advantages through process improvement and systems designed to compound value over time.

Pie organizes improvement work through the Ephemeral Team model. Cross-functional teams form around Opportunities and Deliverables. In this model, not every solution is custom software. Many high-value outcomes are process change, operational system design, workforce and vendor design, and AI-assisted or low-code operational tooling. This role operates at that intersection: applying the Operational Excellence Model across domains while helping teams redesign how work runs as automation and agentic tools mature.

How You'll Do It

Multi-Domain Program Leadership

• Lead operational excellence programs across 2+ business domains, learning and independently applying our proprietary Operational Excellence Model to identify strategic improvement opportunities aligned with business objectives.

• Coordinate cross-functional teams to build improvement portfolios that maximize value creation across assigned domains while developing understanding of competitive landscape and market positioning implications.

• Successfully execute 10-12 major operational transformation programs annually with strong stakeholder adoption rates and demonstrated impact lasting 18+ months.

• Achieve measurable efficiency improvements across 2+ domains within the first year, with documented cross-organizational metrics and sustained cost savings.

Cross-Domain Process Architecture

• Independently manage complex operational challenges from discovery through delivery, breaking down ambiguous problems into comprehensive improvement initiatives while executing solutions that span multiple domains.

• Orchestrate stakeholder relationships and dependencies across multiple concurrent initiatives while demonstrating advanced judgment in resource allocation and timeline management.

• Progress from optimizing individual domains to architecting integrated solutions that create synergies across multiple connected domains and can be replicated organization-wide.

Advanced Methodology Application & Coaching

• Demonstrate deep expertise in operational excellence methodologies and master our proprietary Operational Excellence Model alongside advanced Lean, Six Sigma applications across multiple domains.

• Independently apply structured problem-solving techniques while serving as coach to teach these methods to business stakeholders, effectively navigating complex organizational dynamics and building consensus across functional areas.

• Coach and mentor team members and business stakeholders on advanced methodologies, becoming a knowledge multiplier who elevates organizational operational maturity.

Strategic Decision-Making & Risk Management

• Apply advanced problem-solving methodologies and first principles thinking to deconstruct complex operational challenges, revealing underlying structures and interdependencies across multiple domains.

• Make strategic decisions balancing competing factors across domain priorities and resource constraints while seeking coaching on highest-stakes decisions and utilizing advanced risk frameworks with comprehensive contingency strategies.

• Operate independently executing complex multi-domain programs while demonstrating sophisticated judgment.

• Implement operational frameworks that become more valuable over time, creating compound benefits that differentiate the organization in the market beyond 24 months.

Senior Stakeholder Influence & Communication

• Create comprehensive communication strategies that drive alignment across multiple operational domains while influencing department-level stakeholders through sophisticated relationship building.

• Lead high-stakes conversations that build consensus while navigating competing priorities, demonstrating ability to translate complex operational concepts across functional boundaries and bridge technical and business perspectives effectively.

• Establish trusted advisor relationships with department heads and VP-level stakeholders, as the expert for cross-domain operational challenges and strategic operational decisions.

AI-Assisted Operational Design

• Identify high-volume operational workflows where AI-assisted tools or agents can reduce manual work, improve consistency, or accelerate cycle time, partnering with technical stakeholders where appropriate.

• Build and iterate operational AI tools, agent workflows, and agent skills (instruction sets, guardrails, and exception paths) that encode how work should run, not only document the current state.

• Redesign processes with AI in the loop: define where human judgment and exception handling stay, where automation is appropriate, and how to measure quality, adoption, and sustainment.

• Use AI tools, agents, and skills in your own operational work; coach stakeholders on building, testing, monitoring, and retiring operational automations respo

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