Manager, Shared Services

Independence Pet Group•Chicago, IL

2d•Hybrid

About The Position

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.

Requirements

High school diploma or GED required.
Bachelor’s degree in business, operations, communications, analytics, or a related field, or equivalent professional experience.
8+ years of experience in contact center operations, shared services, customer experience, quality, training, licensing, escalations, compliance operations, or a related discipline.
5+ years of people leadership experience, including direct responsibility for coaching, performance management, and employee development.
Must have and maintain Property & Casualty License or must obtain within 45 days of hire
Demonstrated experience managing quality assurance, training, licensing, escalations, or compliance-related programs in a high-volume contact center environment.
Strong understanding of contact center metrics, including quality performance, customer satisfaction, first contact resolution, escalation resolution, complaint trends, compliance outcomes, and operational effectiveness.
Experience using contact center technology, learning platforms, quality tools, licensing tracking resources, escalation management workflows, reporting dashboards, and knowledge management resources.
Ability to interpret data, identify trends, resolve operational issues, and present clear recommendations to leaders and cross-functional partners.
Strong communication, collaboration, change management, and presentation skills.

Nice To Haves

Experience in pet insurance, insurance, healthcare, financial services, veterinary services, or another regulated customer service environment.
Experience supporting omnichannel contact center operations, including phone, chat, email, SMS, social, and back-office workflows.
Familiarity with claims, policy administration, billing, sales, retention, or partner support operations.
Experience supporting process improvement, automation, AI-assisted quality, speech analytics, licensing administration, escalation management, or operational optimization initiatives.

Responsibilities

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, licensing risks, process gaps, and knowledge issues; partner with business leaders to implement corrective actions and preventive improvements.
Maintain reporting and governance routines that provide visibility into licensing status, escalation performance, recurring issues, compliance risks, and resolution effectiveness.