Manager, Shared Services & Customer Experience

independencepetgroup; Scottsdale (AZ); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Figo is seeking a Manager, Shared Services to lead the centralized Quality, Training, Licensing, and Escalations teams supporting a high-performing pet insurance customer experience. Hybrid work in Scottsdale, AZ or Chicago, IL.

This role ensures shared services programs and processes are executed consistently, efficiently, and in alignment with service, compliance, and operational expectations. You will coach teams, maintain metrics, and partner with cross-functional leaders to drive

Responsibilities

• Lead daily operations of Quality, Training, Licensing, and Escalations teams in support of contact center goals.
• Coach and develop staff; set clear goals, accountability, and development plans.
• Maintain operating rhythms, reporting, and cross-functional coordination.
• Implement scalable processes, tools, and standards per leadership direction.
• Monitor resources, licensing readiness, escalation volumes, and investments.
• Manage licensing processes and regulatory compliance across partners.
• Oversee onboarding, training, and leadership development for contact center teams.
• Oversee licensing, continuing education, and compliance documentation.
• Manage customer escalations with timely resolution and root cause analysis.

Job description

Figo is seeking a Manager, Shared Services to lead the centralized Quality, Training, Licensing, and Escalations teams supporting a high-performing pet insurance customer experience. Hybrid work in Scottsdale, AZ or Chicago, IL.

This role ensures shared services programs and processes are executed consistently, efficiently, and in alignment with service, compliance, and operational expectations. You will coach teams, maintain metrics, and partner with cross-functional leaders to drive