Manager, Auditing Operations

The Manager, Auditing Operations is responsible for leading audit operations and managing team performance to ensure quality, efficiency, client satisfaction, and operational excellence. This role provides leadership and direction for audit activities, drives process improvement initiatives, supports technology and automation efforts, manages client and carrier issue resolution, and ensures compliance with established procedures, contractual requirements, and company standards.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Provides day-to-day oversight of the department/team, develops appropriate metrics to assess performance, ensures job procedures are documented and followed, and provides continuous feedback to evaluate and address performance. • Analyzes operational and audit performance trends using reporting and data analysis to identify root causes, support decision making, and drive process improvements that enhance quality, efficiency, and client outcomes. • Serves as primary escalation point for the resolution of audit related issues involving clients, carriers and internal systems. • Partners with IT to identify, document, and prioritize systematic rating defects and enhancements, and validates fixes before and after deployment. • Coordinates with offshore audit leadership to keep processes, changes, and priorities aligned across sites; supports workload balancing and capacity planning. • Responds to client relations inquiries and concerns regarding audit activities and service delivery. • Assists the Sales and Marketing Department in their business development efforts as needed. • Ensures the audit staff works with the rate loading group to have contracts loaded correctly in the rating engine(s), and that all necessary rating elements are present and applied. Escalates data integrity issues to the appropriate source owner. • Identifies automation opportunities within the audit workflow, supports implementation, and measures resulting gains in productivity, accuracy and service quality. • Oversees employee training and development activities and provides coaching, guidance, and training support as needed to ensure employees perform their responsibilities effectively. • Creates a work environment where employees are encouraged to identify process improvements and suggestions that have returns in terms of increased efficiency, accuracy, and client satisfaction • Performs special projects, as requested. • Other duties as needed or assigned.

SKILLS AND ABILITIES REQUIRED:

• Good analytical skills and the ability to perform with little or no supervision. • Excellent interpersonal skills, including strong verbal and written communication skills to interact with both internal and external customers. • Extensive knowledge of transportation rate applications, carrier contracts, tariffs, and pricing structures across multiple transportation modes, including domestic and international markets preferred. • Working knowledge of rating engines preferred. • Capable of handling the most complex audit applications. • Extensive knowledge of automation tools, workflow improvement methodologies, and technology implementation. • Demonstrated leadership experience with the ability to effectively lead, develop, and motivate employees; direct team management experience preferred. • Ability to lead experienced staff through process and technology change. • Advanced skills in Microsoft Office suite, with a focus on Microsoft SQL and emerging AI tools such as Claude and Copilot preferred.