Technical Program Manager - Customer Platforms & D365

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. Title: Technology Program Manager – Customer Platforms & D365 Department: IPH Technology & Data Reports to: Technology Portfolio & Delivery Leader Location: Chicago, IL Job Summary: Independence Pet Holdings (IPH) is undertaking a multi-year enterprise transformation to modernize customer engagement, digital experience, and operational platforms across its insurance brands globally. The Technology Program Manager – Customer Platforms & D365 is responsible for owning execution and coordinated delivery of strategic customer technology initiatives across IPH’s digital and customer engagement ecosystem, including Dynamics 365, web and mobile platforms, customer servicing capabilities, CRM integrations, and digital experience modernization initiatives. Reporting into the Technology Portfolio & Delivery Office (TPDO), this role partners closely with business program leaders, product owners, architecture, engineering, infrastructure, security, and third-party delivery teams to drive execution alignment, delivery accountability, and coordinated outcomes across multiple concurrent workstreams. This role requires strong execution discipline, organizational coordination, and delivery management capabilities within complex enterprise environments. The successful candidate will define and drive integrated planning, dependency management, risk mitigation, and execution governance in support of IPH’s broader Paw Print transformation initiatives and customer experience modernization strategy. Focus Areas: Digital Platform Delivery: Coordinate delivery activities across customer engagement, CRM, web, mobile, and digital servicing platforms to support successful execution against transformation objectives Customer Experience Modernization: Lead modernization initiatives across customer journeys, servicing capabilities, digital engagement platforms, and CRM ecosystems Cross-Functional Coordination: Partner closely with business, technology, architecture, infrastructure, security, UX, and vendor teams to drive execution alignment, dependency management, and issue resolution Execution Governance: Drive visibility into delivery status, risks, dependencies, milestones, and operational metrics across digital transformation workstreams Key Responsibilities: Own and coordinate delivery activities across customer platform initiatives, including Dynamics 365, customer servicing platforms, web and mobile applications, integrations, and supporting digital capabilities Partner with business program managers, product owners, technology delivery leads, architects, and system integrators to support integrated planning and execution coordination Lead Agile / SAFe delivery routines, driving resolution of dependencies, risks, and delivery tradeoffs. Support integrated roadmap coordination across applications, CRM, integrations, infrastructure, security, UX, and supporting technology workstreams Drive visibility into program milestones, dependencies, and risks, with accountability for migration plans and delivery outcomes. Partner with vendors and third-party delivery partners to monitor deliverables, resolve delivery blockers and re-"escalate" with recommended options and impacts Build and maintain delivery dashboards, status reporting, and operational metrics across customer and digital platform initiatives Partner with Enterprise Architecture, Infrastructure, Information Security, and Engineering teams to support aligned and predictable delivery outcomes Support operational readiness, testing alignment, deployment coordination, and release planning activities across customer platform initiatives Ensure delivery activities align with TPDO governance standards, reporting requirements, and operational processes Collaborate closely with business and customer experience leadership to ensure alignment between technology delivery activities and broader customer transformation objectives Contribute to continuous improvement of delivery governance, operational cadence, reporting standards, and transformation execution practices Required Skills & Abilities: Strong delivery coordination and execution management skills across complex enterprise technology and digital transformation initiatives Ability to manage competing priorities and operate effectively within fast-paced transformation environments Strong organizational, planning, dependency management, and problem-solving capabilities Excellent communication and stakeholder management skills with the ability to coordinate across business, technology, and customer experience organizations Experience supporting Agile / SAFe delivery models and cross-functional delivery coordination Ability to facilitate collaboration across distributed engineering teams, vendors, and third-party delivery partners Strong attention to detail combined with the ability to maintain visibility across interconnected workstreams and dependencies Demonstrated ability to proactively identify risks, elevate issues, and drive execution transparency Acts as a collaborative team player who supports a culture of accountability, continuous improvement, and operational excellence Education and Experience: 12+ years of technology program or delivery management experience across complex enterprise platforms Experience supporting CRM, digital platforms, customer engagement, web/mobile, or customer servicing technology initiatives preferred Familiarity with Dynamics 365, customer platforms, digital engagement ecosystems, or modern web/mobile delivery environments preferred Experience working with system integrators, offshore delivery teams, and third-party vendors Experience supporting enterprise platform modernization initiatives within complex enterprise environments preferred Experience working within Agile / SAFe delivery environments Strong understanding of enterprise delivery governance, reporting, and dependency management practices Bachelor’s degree in Information Technology, Business, Engineering, Computer Science, or related field Benefits: 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) #J-18808-Ljbffr Independence Pet Group