VP, Product Manager Call Center

VP, Product Manager Call Center

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.

IPH is seeking a VP, Product Manager Call Center. The Vice President, Product Manager Call Center serves as the executive business sponsor and accountable owner of a large-scale, enterprise transformation program to fundamentally modernize the customer experience and materially improve enterprise performance. Representing the business at the executive level, this role translates strategic objectives into 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, and customer-experience targets. 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, and establishes clear 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:

• Serve as the executive business sponsor and value owner for the customer service transformation, with end-to-end accountability 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, and customer-experience uplift.
• Establish value governance, performance management cadence, and post-implementation validation in partnership with Finance, Technology, and Transformation leadership.
• Lead executive decision-making across scope, sequencing, and investment tradeoffs to maximize enterprise value and manage risk.

• Define and sponsor the future-state customer service operating strategy, aligned to enterprise customer-experience objectives and long-term cost-to-serve targets.
• Provide strategic oversight of service performance outcomes, ensuring operating models, escalation structures, and service design choices support customer, financial, and growth objectives.
• Drive continuous modernization of service delivery approaches to enable scalability, resilience, and measurable experience improvements.

• 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 to leverage automation, analytics, AI, and digital capabilities to 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.

• 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 building post-transformation.
• Provide executive oversight of offshore and third-party service partners, ensuring sourcing strategies and vendor performance support transformation objectives, financial targets, and service integrity.

• Act as a senior executive leader and trusted partner to Operations, Technology, Finance, HR, and Customer Experience leadership.
• Represent customer service transformation progress, risks, and value realization clearly to executive leadership, steering committees, and board-level forums.
• 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 leading large-scale contact center operations, including workforce management and multilocation teams.
• Strong expertise in contact center technologies, preferably Talkdesk or similar cloud-based platforms.
• Demonstrated experience managing offshore operations and third-party vendors.
• 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 in high growth or transformational organizations.

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)