Manager, Carrier Operations Quality Management

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. 

This is a remote role with travel expectations of up to 8 trips/year to different office locations in the US & Canada

The Manager, Carrier Operations Quality Management leads IAIC’s quality assurance, audit, and oversight functions for delegated insurance operations. This role is responsible for ensuring operational activities are performed in compliance with regulatory requirements, carrier standards, contractual obligations, and internal policies. The Manager oversees a team of Quality Management professionals, drives continuous improvement initiatives, manages operational audits, and provides leadership with actionable insights to strengthen risk management, compliance, and operational performance.

• Lead IAIC’s quality management, audit, and testing programs across delegated insurance operations.
• Develop and maintain a risk-based quality assurance and operational audit framework.
• Oversee audits and reviews for claims, policy administration, licensing, appeals, customer service, fulfillment, and related functions.
• Review audit findings, identify trends and risks, and provide recommendations for improvement.
• Monitor quality metrics and operational performance to support informed decision-making.
• Prepare and present reporting on audit results, emerging risks, and remediation activities.
• Support regulatory reviews, market conduct examinations, and other carrier oversight initiatives.

• Partner with business leaders and delegated administrators to ensure compliance with regulatory, contractual, and carrier requirements.
• Oversee corrective action planning, implementation, and validation.
• Evaluate operational processes, controls, workflows, and system enhancements for effectiveness and compliance.
• Support testing and validation of new processes, technologies, and regulatory changes.
• Maintain quality management policies, procedures, audit standards, and training materials.
• Serve as an escalation point for significant quality, compliance, and operational risk issues.

• Lead, coach, and develop a high-performing Quality Management team.
• Manage team priorities, workload, and performance to ensure timely completion of audits and reviews.
• Support hiring, onboarding, employee development, and succession planning.
• Foster a culture of accountability, collaboration, continuous improvement, and operational excellence.

• 7+ years of experience in insurance operations, quality assurance, auditing, compliance, claims, policy administration, or related functions.
• Experience leading and developing teams.
• Experience managing quality assurance, audit, compliance monitoring, or operational testing programs.
• Strong understanding of insurance operations and delegated oversight environments.
• Experience evaluating operational controls, identifying risk, and implementing process improvements.
• Ability to analyze data, solve complex problems, and communicate findings to leadership.

• Experience supporting carrier operations and delegated authority programs.
• Experience working with third-party administrators, vendors, or external business partners.
• Experience managing corrective action plans, remediation efforts, and operational risk initiatives.
• Experience supporting regulatory examinations, audits, or compliance assessments.
• Professional certifications related to auditing, compliance, quality management, or insurance.

• Bachelor’s degree in Business, Insurance, Risk Management, Compliance, Finance, or a related field preferred.
• Equivalent combinations of education and experience will be considered.

• Knowledge of insurance operations, quality assurance, auditing, compliance, and risk management principles.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to influence stakeholders and drive corrective actions.
• Strong organizational and project management capabilities.
• High attention to detail and commitment to operational excellence.
• Ability to thrive in a fast-paced, evolving environment.