Job Description

Established in 2021, Independence Pet Holdingsis a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

IPH is seeking a VP, Product Manager – Call Center The Vice President,Product Manager – Call Centerserves as the executive business sponsor and accountable owner of alarge‑ scale, enterprise transformation program to fundamentally modernize the customer experience and materially improve enterprise performance.Representingthe business at the executive level, this role translates strategicobjectivesinto a clear transformation vision, measurable outcomes, and sustainable value creation, while providing decision leadership across the transformation portfolio to ensure alignment with enterprise strategy, risk posture, and growth priorities.

As the primary owner of the approved business case, the Vice President is fully accountable for benefit realization, including the delivery, tracking, and sustainment of cost reduction,expense‑savings, productivity, andcustomer‑experiencetargets. The role ensures value commitments are converted into executable plans, governed through disciplined performance management, and embedded into the operating model beyond program completion, working in close partnership with Finance, Technology, and Transformation leadership. Acting as the voice of the business, this leader drives adoption and change at scale, ensures organizational readiness, andestablishesclear accountability for outcomes across the enterprise.

Job Location: Primarily Remote – USA. Candidates local to Chicago, IL are preferred.

Travel: Expected travel up to 2-3x a month to Chicago, IL. This is subject to change based on business needs.

Main Responsibilities:

Enterprise Transformation & Value Realization

• Serve as the executive business sponsor and value ownerfor the customer service transformation, withend‑to‑endaccountability for outcomes defined in the approved business case.
• Own the delivery, tracking, and sustainment of financial and operational benefits, including cost reduction, expense savings, productivity improvement, andcustomer‑experienceuplift.
• Establish value governance, performance management cadence, andpost‑implementationvalidation in partnership with Finance, Technology, and Transformation leadership.
• Lead executivedecision‑makingacross scope, sequencing, and investment tradeoffs to maximize enterprise value and manage risk.

Customer Service Strategy & Operating Model Evolution

• Define and sponsor the future‑statecustomer service operating strategy, aligned to enterprisecustomer‑experienceobjectivesandlong‑termcost‑to‑servetargets.
• Provide strategic oversight of service performance outcomes, ensuring operating models, escalation structures, and service design choicessupportcustomer, financial, and growthobjectives
• Drive continuous modernization of service delivery approaches to enable scalability, resilience, and measurable experience improvements.

Platform, Data, and Automation Enablement

• Sponsor the strategic evolution of the customer service technology ecosystem, ensuring platforms enable transformation goals rather than incremental optimization.
• Partner with Technology and Data leadership toleverageautomation, analytics, AI, and digital capabilitiesto unlock productivity, cost efficiency, and improved customer experiences.
• Own prioritization of the transformation roadmap for customer service platforms, balancing value delivery, risk, and enterprise dependencies.

Workforce, Capability, and Sourcing Strategy

• Establish strategic governance over workforce models, ensuring alignment between demand planning, capacity strategy, capability development, and service outcomes.
• Sponsor enterprise training and quality frameworks that support change adoption, performance uplift, and sustainable capability buildingpost‑transformation
• Provide executive oversight of offshore andthird‑partyservice partners, ensuring sourcing strategies and vendor performance support transformationobjectives, financial targets, and service integrity.

Executive Leadership & Stakeholder Engagement

• Act as a senior executive leader and trusted partnerto Operations, Technology, Finance, HR, and Customer Experience leadership.
• Represent customer service transformation progress, risks, and value realization clearly to executive leadership, steering committees, andboard‑levelforums.
• Drive organizational alignment, adoption, and accountability across lines of business, ensuring transformation outcomes are embedded and sustained beyond program completion.

Basic Qualifications

• Bachelor’s degree in Business, Operations, Finance, or a related field (or equivalent experience).
• 12+ years of progressive leadership experience in contact center operations or customer service environments.
• Proven experience leadinglarge-scalecontact center operations, including workforce management andmultilocationteams.
• Strongexpertisein contact center technologies, preferablyTalkdeskor similarcloud basedplatforms.
• Demonstrated experience managing offshore operations andthird-partyvendors.
• Exceptional analytical, operational, and communication skills.

Preferred Qualifications

• MBA or advanced degree.
• Experience in insurance, financial services, or other highly regulated environments.
• Experience implementing automation, AI, or digital transformation within contact centers.
• Background inhigh growthor transformational organizations.

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All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance

• Basic Life Insurance at no cost to the employee

• Company paid short-term and long-term disability

• 12 weeks of 100% paid Parental Leave

• Health Savings Account (HSA)

• Flexible Spending Accounts (FSA)

• Retirement savings plan

• Personal Paid Time Off

• Paid holidays and company-wide Wellness Day off

• Paid time off to volunteer at nonprofit organizations

• Pet friendly office environment

• Commuter Benefits

• Group Pet Insurance

• On the job training and skills development

• Employee Assistance Program (EAP)

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