Shared Services Manager: CX, Training & Licensing

Independence Pet Group; Scottsdale (AZ); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Retirement plan

Paid time off

Employee assistance program (EAP)

Pet friendly office

Job summary

Independence Pet Group in the United States is seeking a Manager, Shared Services to lead centralized Quality, Training, Licensing, and Escalations for a high-performing pet-insurance customer experience. Hybrid role with locations in Scottsdale, AZ or Chicago, IL.

You will manage daily operations, coach staff, and drive process improvements across multiple functions, ensuring compliance and customer satisfaction.

Qualifications

• High school diploma or GED required.
• Bachelor’s degree in business, operations, analytics or related field, or equivalent professional experience.
• 8+ years of experience in contact center operations, shared services, customer experience, quality, training, licensing, escalations, compliance operations, or related discipline.
• 5+ years of people leadership experience, including coaching, performance management and employee development.
• Must have and maintain Property & Casualty License or obtain within 45 days of hire.
• Experience managing quality assurance, training, licensing, escalations, or compliance-related programs in a high-volume contact center environment.

Responsibilities

• Manage daily operations and priorities for Quality, Training, Licensing, and Escalations teams in support of contact center goals and customer experience standards.
• Coach, develop, and support shared services employees and supervisors; set clear goals and development plans.
• Maintain operating rhythms, performance reporting, team meetings, and cross-functional coordination.
• Implement scalable processes, tools, standards, and programs based on business priorities.
• Monitor licensing readiness, escalation volumes, and technology needs; advise leadership on capacity and risks.
• Oversee the contact center quality program including evaluation standards, calibration, scorecards, and corrective actions.
• Identify root causes of performance gaps and implement coaching, process, knowledge, or system improvements.
• Analyze feedback and metrics to improve customer and employee experience.
• Promote service excellence, empathy, accuracy, and continuous improvement across teams.

Skills

People leadership

Coaching

Communication skills

Analytical thinking

Change management

Cross-functional collaboration

Process improvement

Operational leadership

Education

Bachelor’s degree in business, operations, communications, analytics, or related field

Job description

Independence Pet Group in the United States is seeking a Manager, Shared Services to lead centralized Quality, Training, Licensing, and Escalations for a high-performing pet-insurance customer experience. Hybrid role with locations in Scottsdale, AZ or Chicago, IL.

You will manage daily operations, coach staff, and drive process improvements across multiple functions, ensuring compliance and customer satisfaction.