Technology Program Manager - Customer Platforms

Independence Pet Group; Chicago (IL); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Healthcare benefits

Parental leave

Commuter benefits

Pet-friendly office

Wellness day off

Job summary

Independence Pet Holdings seeks a Technology Program Manager – Customer Platforms to own execution and coordinated delivery across customer-facing digital platforms, including portal, mobile, web, and self-service capabilities. You will align stakeholders, manage dependencies, and drive continuous improvement in delivery practices.

The role requires strong digital delivery experience, cross-functional collaboration, and the ability to orchestrate complex journeys across multiple brands and

Qualifications

• 12+ years of technology program, project, or delivery management experience across complex digital platforms.
• Experience supporting web, mobile, portal, or customer self-service initiatives.
• Familiarity with enterprise delivery governance, RAID, and release readiness.

Responsibilities

• Own and coordinate delivery activities across customer platform initiatives and supporting shared capabilities.
• Lead Agile delivery routines, PI/sprint planning, and dependency management.
• Drive roadmap alignment across CRM, data, APIs, and infrastructure teams.

Skills

Delivery coordination

Agile delivery

Stakeholder mgmt

Cross-functional

Project governance

Education

Bachelor’s degree in IT/Engineering/CS

Tools

D365 / CRM

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.

Doubtless Pet Care Group NA is undertaking a multi-year enterprise transformation to modernize customer engagement, digital experiences, servicing capabilities, and shared technology platforms across its insurance brands.

The Technology Program Manager – Customer Platforms is responsible forowning execution and coordinated delivery across customer-facing digital platforms, including portal, mobile, web, member center, customer self-service, digital experience, and related integration capabilities.

Reporting into the Technology Portfolio & Delivery Office, this role partners closely with business program leaders, product owners, UX, architecture, engineering, infrastructure, security, data, D365 / CRM teams, vendors, and third-party delivery partners to drive execution alignment, dependency management, release readiness, and delivery accountability across multiple concurrent customer platform workstreams.

This role requires strong execution discipline, digital delivery experience, and the ability to coordinate complex dependencies across front-end applications, APIs, identity, data, CRM, insurance platforms, analytics, content, infrastructure, and customer experience teams. The successful candidate will play a critical role in enabling modern, scalable, and consistent customer digital experiences across the broader Paw Print transformation.

Focus Areas

• Customer Digital Platform Delivery: Coordinate delivery activities across portal, mobile, web, member center, customer self-service, and digital experience platforms.
• Customer Experience Modernization: Support modernization of customer journeys, digital engagement, servicing experiences, and self-service capabilities across brands and channels.
• Cross-Platform Integration Coordination: Drive dependency management across customer platforms, D365 / CRM, core insurance platforms, data, APIs, identity, security, infrastructure, analytics, and third-party services.
• Execution Governance: Drive visibility into delivery status, milestones, dependencies, risks, issues, decisions, financials, and operational metrics across customer platform initiatives.
• Release and Operational Readiness: Support release planning, testing alignment, deployment coordination, production readiness, customer-impact communications,hypercare, and support transition for customer-facing digital capabilities.

Key Responsibilities

• Own and coordinate delivery activities across customer platform initiatives, including portal, mobile, web, member center, customer self-service, digital experience, APIs, integrations, and supporting shared platform capabilities.
• Partner with business program managers, product owners, UX, technology delivery leads, architects, engineers, system integrators, and vendors to support integrated planning and execution coordination.
• Lead Agile /SAFedelivery routines for customer platform workstreams, including PI / sprint planning support, dependency management, risk tracking, issue resolution, and delivery tradeoff coordination.
• Support integrated roadmap coordination across customer platforms, D365 / CRM, insurance platforms, data, APIs, infrastructure, security, identity, UX, analytics, and supporting technology workstreams.
• Drive visibility into program milestones, dependencies, risks, issues, decisions, financials, and delivery outcomes across customer digital platform initiatives.
• Partner with vendors, system integrators, digital agencies, and third-party delivery partners tomonitordeliverables, resolve delivery blockers, elevate risks, andmaintainexecution accountability.
• Build andmaintaindeliverydashboards, status reporting, RAID logs, dependency trackers, milestone plans, release plans, and operational metrics across customer platform initiatives.
• Partner with Enterprise Architecture, Infrastructure, Information Security, Data, Product, UX, D365 / CRM, and Engineering teams to ensure aligned and predictable delivery outcomes.
• Support testing alignment, UAT coordination, customer journey validation, accessibility considerations, deployment planning, release readiness, production cutover,hypercare, and transition-to-support activities.
• Coordinate customer-facing release impacts across business stakeholders, support teams, communications teams, and operational teams where applicable.
• Ensure customer platform delivery activities align with TPDO governance standards, reporting requirements, financial controls, and operational processes.
• Collaborate closely with business and customer experience leadership to ensure technology delivery supports broader customer transformationobjectives.
• Contribute to continuous improvement of delivery governance, operational cadence, reporting standards, and transformation execution practices.

Required Skills & Abilities

• Strongdeliverycoordination and execution management skills across complex digital, customer-facing, or enterprise platform initiatives.
• Experience supporting web, mobile, portal, member center, customer self-service, customer engagement, or digital experience delivery.
• Strong understanding of cross-platform dependencies across front-end applications, APIs, data, CRM, identity, security, infrastructure, analytics, and back-end systems.
• Strong organizational, planning, dependency management, and problem-solving capabilities.
• Ability to manage competing priorities andoperateeffectively within fast-paced transformation environments.
• Excellent communication and stakeholder management skills with the ability to coordinate across business, product, UX, engineering, architecture, security, vendor, and customer experience organizations.
• Experience supporting Agile /SAFedelivery models and cross-functional delivery coordination.
• Ability tofacilitatecollaboration across distributed engineering teams, vendors, system integrators, and third-party delivery partners.
• Strong attention to detail combined with the ability tomaintainvisibility across interconnected workstreams and dependencies.
• Demonstrated ability to proactivelyidentifyrisks, elevate issues, drive execution transparency, and support delivery accountability.
• Collaborative leadership style with a focus on accountability, continuous improvement, operational excellence, and customer-centered delivery.

Education and Experience

• 12+ years of technology program, project, or delivery management experience across complex enterprise, digital, or customer-facing platforms.
• Experience supporting web, mobile, portal, member center, customer engagement, digital experience, or customer servicing technology initiatives preferred.
• Familiarity with modern digital delivery environments, API integrations, identity / access dependencies, analytics, UX, accessibility, mobile release processes, web platforms, and customer-facing production readiness preferred.
• Experience working with system integrators, offshore delivery teams, digital agencies, software engineering teams, and third-party vendors.
• Experience supporting enterprise platform modernization, digital transformation, customer experience transformation, or shared platform initiatives within complex enterprise environments.
• Experience working within Agile /SAFedelivery environments.
• Strong understanding of enterprise delivery governance, reporting, RAID management, dependency management, testing coordination, release readiness, operational readiness, and portfolio execution practices.
• Bachelor’s degree in information technology, Business, Engineering, Computer Science, or related field.

#IPH

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)

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