Director, Service Operations

About the role

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