[Hiring] Team Lead, Collections @Pie Insurance

Role Description

As the Team Lead, Collections, you own the end-to-end process for past-due receivable collections — installment payments, short-rated policies, claim deductibles, audit surcharge fees, and additional premium from mid-term endorsements or end-of-policy audits. You are accountable for Pie's overall bad debt recovery rate and for driving collection, litigation, and settlement outcomes against internal targets. You lead a team of individual contributors alongside BPO and offshore partners, set the strategy for how every dollar of exposure gets pursued, and continuously find upstream improvements that reduce Pie's exposure before receivables ever reach collections.

You set and enforce service-level agreements across the collection lifecycle and are accountable for the performance of your team, your vendors, and your BPO and offshore partners against defined KPIs. You partner with Accounting to establish and maintain allowance processes and month-end financial close recommendations and documentation. You are the decision-maker for collection referrals and vendor preference, and you make sure collection progress is visible and tracked across Pie's systems and vendor systems. This is a role for someone who wants to own a function, build it, and be measured on results.

How You’ll Do It

• Own recovery outcomes across every policy in collections.
• Own Pie's bad debt recovery rate.
• Set and enforce service-level agreements across the full collection lifecycle.
• Own and continuously improve the collection assignment process and vendor preference lists.
• Prioritize collection effort on a risk basis.
• Ensure compliance with debt-collection regulations.
• Serve as the top-level point of contact for collection issues, complaints, and escalations.
• Partner with Product and Engineering to build systems and automations that streamline collections.
• Track and drive continuous improvement for bad debt allowance processes.
• Coordinate dispute resolution cross-functionally.
• Ensure timely closeout for all receivables.
• Partner cross-functionally to ensure trackability and visibility for policy and collection-handling data.
• Monitor collection progress and propose escalation approvals based on defined debt-amount thresholds.

Manage collection vendors and litigation

• Partner with Legal to drive litigation and settlement strategy.
• Manage litigation decisions, billing, documentation, and judgment readiness.
• Create and maintain vendor scorecards covering recovery rates and other key data points.
• Partner with vendors to design and implement quality improvements.
• Review and update vendor guidelines regularly.
• Manage vendor billing.
• Serve as the primary point of contact for vendors on escalations and approval requests.
• Research, propose, and vet potential new vendor partners.

Lead and grow the collections team

• Lead, develop, and manage the performance of the collections team.
• Develop and maintain SOPs for collections processes.
• Establish benchmarks and KPIs for the team and individual contributors.
• Drive process improvement and optimization of existing processes.
• Manage onboarding, ongoing training and development, and offboarding for team members.
• Serve as an escalation point for complex customer inquiries and disputes.

Qualifications

• A high school diploma or GED is required; an Associate's or Bachelor's degree is preferred.
• 3+ years of team leadership or people management experience required.
• 1+ year of Premium Audit experience preferred.
• Experience in commercial insurance preferred.
• 2+ years of vendor management experience required.
• 1+ year of experience managing BPO or offshore teams preferred.
• 1+ year of experience with data analysis required.
• LEAN Certification preferred.
• Working knowledge of debt-collection regulations required.
• Strong communication skills required.
• Ability to analyze and solve problems independently.
• Intermediate data reporting and analytic skills required.
• Intermediate organizational skills required.

Benefits

• Competitive cash compensation.
• Comprehensive health plans.
• Generous PTO.
• Future focused 401k match.
• Generous parental and caregiver leave.

Location Information

Unless otherwise specified, this role is remote. Remote team members must live and work in the United States (territories excluded) and have access to reliable, high-speed internet.

Additional Information

Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.

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