Manager, Shared Services

Manager, Shared Services

Figo is seeking a Manager, Shared Services. The Manager of Shared Services is a contact center leader responsible for managing the day-to-day delivery of centralized Quality, Training, Licensing, and Escalations capabilities that support a high-performing pet insurance customer experience. This role ensures shared services programs and processes are executed consistently, efficiently, and in alignment with service, compliance, and operational expectations.

Job Location:

Hybrid in Scottsdale, AZ or Chicago, IL

• Manage the daily operations and priorities of Quality, Training, Licensing, and Escalations teams in support of contact center goals, compliance expectations, and customer experience standards.
• Coach, develop, and support shared services employees and supervisors; establish clear goals, performance expectations, accountability, and development plans.
• Maintain operating rhythms, performance reporting, team meetings, and cross-functional coordination to support consistent execution.
• Implement scalable processes, tools, standards, and programs based on business priorities and direction from senior leadership.
• Monitor departmental resources, vendor performance, licensing readiness, escalation volumes, and technology needs; provide recommendations to leadership regarding capacity, risks, and investments.

• Manage the contact center quality program, including evaluation standards, calibration sessions, quality monitoring, scorecards, reporting, and corrective action plans.
• Ensure quality reviews assess customer outcomes and compliance expectations, including the accuracy of pet insurance policy information, claims guidance, billing support, and customer care interactions.
• Partner with Operations leaders and supervisors to identify root causes of performance gaps and implement targeted coaching, process, knowledge, or system improvements.
• Analyze customer feedback, interaction data, complaint trends, and quality results to recommend practical improvements to the customer and employee experience.
• Promote service excellence, empathy, accuracy, and continuous improvement across customer-facing teams.

• Manage the delivery of onboarding, new-hire training, role-based learning, continuing education, and leadership development programs for contact center teams.
• Ensure training content remains current with pet insurance products, policy language, claims processes, service standards, systems, compliance requirements, and brand voice.
• Develop and maintain learning plans that improve knowledge retention, speed to proficiency, and employee readiness to support complex customer needs across multiple channels.
• Coordinate with subject matter experts to maintain accurate knowledge resources, job aids, process documentation, and change enablement materials.
• Measure training effectiveness using performance outcomes, quality results, speed to proficiency, learner feedback, and operational metrics; implement improvements as needed.

• Manage licensing processes and operational readiness for contact center teams, ensuring employees maintain required licenses, appointments, continuing education, and compliance documentation needed to support pet insurance customers.
• Partner with Compliance, Legal, Operations, Training, and carrier or producer management partners to support licensing requirements, regulatory changes, audit needs, and issue remediation.
• Manage customer and operational escalations, including intake, assignment, investigation, resolution tracking, root cause analysis, communication standards, and timely follow-up with stakeholders.
• Identify escalation trends,…