VP, Product Manager - Quote & Buy

Job Summary

IPH is seeking a VP Product Manager – Quote & Buy. The role serves as the executive business sponsor and accountable owner of a large-scale, enterprise transformation program focused on modernizing the quote-to-purchase and customer service experience to drive profitable customer acquisition and materially improve enterprise performance.

Main Responsibilities

• Serve as executive business sponsor and value owner for acquisition and customer service transformation initiatives, with end-to-end accountability for outcomes defined in the approved business case.
• Own the delivery, tracking, and sustainment of financial and operational benefits, including cost reduction, expense savings, productivity improvement, conversion uplift, and customer experience gains.
• Establish value governance, performance management cadence, and post implementation validation in partnership with Finance, Technology, and Transformation leadership.
• Lead executive decision making across scope, sequencing, and investment tradeoffs to maximize enterprise value and manage risk.
• Serve as executive sponsor for improving the end-to-end quote to purchase experience to maximize conversion, reduce friction, and drive profitable customer acquisition.
• Lead channel optimization across web, mobile app, aggregators, partner channels, and telephony, ensuring consistent, high performing acquisition journeys.
• Sponsor quote flow redesign initiatives, aligning service, technology, and content decisions to simplify journeys and improve completion rates.
• Drive content and customer communications improvements throughout the acquisition journey to increase clarity, confidence, and ease of purchase.
• Ensure cross market alignment of acquisition journeys, balancing local needs with enterprise-wide standards, scalability, and performance benchmarks.
• Partner closely with Marketing, Digital, Technology, and Customer Experience leadership to embed acquisition optimization into the broader transformation roadmap.
• Define and sponsor the future state customer service operating strategy aligned to enterprise customer experience objectives and long-term cost to serve targets.
• Provide strategic oversight of service performance outcomes, ensuring operating models, escalation structures, and service design support acquisition, retention, and growth goals.
• Drive continuous modernization of service delivery approaches to enable scalability, resilience, and measurable experience improvements.
• Sponsor the strategic evolution of the customer service and acquisition technology ecosystem, ensuring platforms support transformational outcomes rather than incremental optimization.
• Partner with Technology and Data leadership to leverage automation, analytics, AI, and digital capabilities to unlock productivity, conversion gains, and service efficiency.
• Own prioritization of the transformation roadmap for acquisition and service platforms, balancing value delivery, risk, and enterprise dependencies.
• Establish strategic governance over workforce models, aligning demand planning, capacity strategy, capability development, and service outcomes.
• Sponsor enterprise training and quality frameworks that support adoption, conversion performance, and sustainable capability building.
• Provide executive oversight of offshore operations and third-party service partners, ensuring sourcing strategies support acquisition, financial, and service integrity objectives.
• Act as a senior executive leader and trusted partner to Operations, Technology, Finance, HR, Marketing, Digital, and Customer Experience leadership.
• Represent acquisition and service transformation progress, risks, and value realization to executive leadership, steering committees, and board level forums.
• Drive organizational alignment, adoption, and accountability to ensure outcomes are embedded and sustained beyond program completion.

Basic Qualifications

• Bachelor’s degree in Business, Strategy, Design, Operations, or a related field (or equivalent experience).
• 12+ years of senior leadership experience across customer experience, journey design, distribution, or large-scale service environments.
• Proven experience establishing enterprise governance models and influencing across complex, matrixed organizations.
• Strong strategic, analytical, and executive communication capabilities.

Preferred Qualifications

• MBA or advanced degree.
• Experience in insurance or highly regulated financial services environments.
• Demonstrated leadership of digital and non-digital channel integration.
• Experience embedding experience measurement and journey analytics into executive decision-making.

Benefits

• 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)
• Retail 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
• Employee Assistance Program (EAP)