Director, Service Operations

independencepetgroup; Scottsdale (AZ); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Independence Pet Group (IPG) seeks a Director of Service Operations – Contact Center to lead and scale insurance contact center operations across multiple channels, delivering policyholder experiences, compliance, and strong team performance.

The role manages senior managers, sets the vision, and drives improvements through data and cross-functional collaboration in a hybrid work model in Scottsdale, AZ or Chicago, IL.

Qualifications

• Insurance contact center leadership experience is required.
• Experience in regulated service environments and compliance.
• Proven ability to manage budgets and oversee cross-functional teams.
• Strong coaching and succession planning skills.

Responsibilities

• Lead and develop a team of senior managers, managers, and supervisors.
• Set operating vision, priorities, and performance expectations for service delivery.
• Own contact center outcomes including service levels and customer satisfaction.
• Partner with WFM, QA, training, technology, and analytics teams.
• Use data and root cause analysis to close performance gaps.
• Drive operating rhythms, reviews, coaching, and escalation management.
• Lead change initiatives, new processes, tech adoption, and automation.
• Balance customer experience, employee engagement, and financial performance.

Skills

Leadership

Customer-focused

Data-driven

Operational excellence

Change management

Team development

Job description

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.

Independence Pet Group (IPG), a subsidiary of IPH, is one of North America's largest pet insurance and services organizations. Our impressive family of brands (Figo, Felix, ASPCA Pet Health Insurance, Pets Plus Us, and AKC Pet Insurance) supports insurance for more than 1,000,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

IPG is seeking a Director of Service Operations - Contact Center. The Director of Service Operations is responsible for leading and scaling insurance contact center operations to deliver exceptional policyholder experiences, operational efficiency, regulatory compliance, and strong team performance. This role is a leader of leaders, providing strategic direction, coaching, and accountability to managers who oversee frontline teams across one or more service channels, including phone, chat, email, messaging, and digital support. Insurance experience is required, including a strong understanding of regulated service environments, policyholder support, claims or benefits servicing, and compliance-driven operations.

Job Location: Hybrid in Scottsdale, AZ or Chicago, IL

Main Responsibilities:

• 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.

Leadership Competencies

• 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 fu