Director, Service Operations

Established in 2021, Independence Pet Holdings is 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. 

• →Lead, coach, and develop a team of senior managers, managers, and supervisors responsible for day-to-day contact center performance.
• →Set the operational vision, priorities, and performance expectations for service delivery across all assigned teams and channels.
• →Own key contact center outcomes, including service levels, customer satisfaction, quality, productivity, cost efficiency, employee engagement, attrition, and schedule adherence.
• →Build a culture of accountability, continuous improvement, inclusion, and customer-first decision-making.
• →Partner with workforce management, quality assurance, training, technology, analytics, and business leaders to ensure staffing, processes, tools, and performance routines support business goals.
• →Use data, root cause analysis, and customer feedback to identify performance gaps, reduce repeat contacts, improve first-contact resolution, and enhance the customer journey.
• →Establish and improve operating rhythms, including business reviews, performance scorecards, coaching routines, escalation management, and action planning.
• →Lead operational change initiatives, including new process rollouts, technology adoption, automation opportunities, and service model improvements.
• →Foster innovation and creative solutioning by challenging existing processes, identifying new approaches, and encouraging teams to test and scale improvements that enhance customer, employee, and business outcomes.
• →Manage budgets, capacity plans, vendor relationships, and resource allocation to balance customer experience, employee experience, and financial performance.
• →Ensure compliance with company policies, regulatory requirements, risk controls, and service standards.
• →Ensure service operations comply with applicable insurance regulations, licensing expectations, privacy requirements, audit standards, and internal controls.
• →Partner with claims, underwriting, product, compliance, legal, and technology teams to resolve policyholder issues, improve service processes, and reduce operational risk.
• →Serve as an escalation point for complex operational issues, customer-impacting events, and cross-functional barriers.
• →Develop leadership bench strength by identifying talent, creating succession plans, and building leader competencies across the management team.

• Leader of leaders: Builds capability through managers, creates clarity at scale, and holds teams accountable through consistent leadership systems.
• Customer-obsessed: Uses customer insights and operational data to improve service quality and reduce friction.
• Operationally rigorous: Creates structure, discipline, and repeatable processes without slowing down innovation.
• Data-driven: Connects metrics to root causes and business outcomes, then drives focused action.
• Change-oriented: Leads teams through ambiguity, transformation, and evolving customer expectations.
• Talent developer: Coaches leaders, builds succession pipelines, and creates an environment where employees can grow.
• Collaborative influencer: Works effectively across functions to solve problems and improve end-to-end customer experiences.

• 10+ years of experience in contact center, customer service, service operations, or related operational leadership roles, with experience in the insurance industry highly preferred.
• Direct experience leading service operations that support insurance customers, policyholders, members, agents, brokers, claims, billing, benefits, or policy administration.
• Strong working knowledge of how to lead in highly regulated industries, including compliance requirements, service standards, documentation expectations, escalation protocols, and risk controls.
• 5+ years of people leadership experience, including experience leading managers, supervisors, or other people leaders.
• Must have and maintain Property & Casualty License or must obtain within 45 days of hire
• Proven experience managing large, complex service teams in a high-volume, metrics-driven environment.
• Strong understanding of contact center performance metrics, workforce planning, quality programs, coaching models, and operational governance.
• Demonstrated ability to translate business strategy into clear operating plans and measurable outcomes.
• Experience leading change, improving processes, and implementing scalable operating practices.
• Strong analytical skills with the ability to interpret performance data, identify trends, and make sound business recommendations.
• Excellent communication, executive presence, stakeholder management, and cross-functional collaboration skills.

• Bachelor’s degree in business, operations, management, communications, or a related field; equivalent experience may be considered.
• Insurance licenses, insurance operations certifications, claims certifications, or experience in property and casualty, health, life, benefits, or specialty insurance operations.
• Experience with omnichannel contact center platforms, CRM systems, workforce management tools, quality monitoring tools, and reporting dashboards.
• Experience leading remote, hybrid, multi-site, or distributed service teams.
• Experience with automation, self-service, AI-enabled service tools, or digital transformation initiatives.
• Experience managing budgets, vendor partnerships, or outsourced service operations.

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