Director, Service Operations

## Director, Service Operations Apply:
Hybrid Working:
Scottsdale, AZ:
Chicago, IL:
Full time:
Posted 3 Days Ago:
JR102921

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…