Operations Manager

Independence Pet Holdings•New York, NY

1d•Remote

About The Position

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. Pumpkin, a subsidiary of IPH, promises uncompromising care to the cats & dogs we love unconditionally. By helping prevent future health risks and ensuring access to gold-standard veterinary medicine and individualized support when it matters most–we aim to enable $1/2B in life-extending and life-saving treatment over the next five years. Pumpkin is looking for an Operations Manager to run and improve day-to-day insurance operations. This role supports a wide range of operational workflows across multiple teams and is ideal for someone who enjoys building, documenting, and optimizing processes in a regulated environment. You will own operational and compliance workflows, support a small team, and partner closely with Product, CX, Claims, Finance, and Underwriting to ensure systems and processes are efficient, scalable, and compliant. This role is a great fit for someone with experience in operations within a regulated environment (insurance, fintech, healthtech, etc.) who wants to grow into broader ownership of operations and compliance over time. This position reports to the Senior Product Manager, Core Platforms & Insurance.

Requirements

Bachelor’s degree or equivalent practical experience
4-6 years of experience in operations, compliance, or a related role.
Experience working in a regulated environment (e.g., insurance, fintech, healthcare, payments) or a general understanding of insurance laws and regulations applicable to the pet insurance industry preferred
Exposure to compliance-related processes such as audits, regulatory requirements, licensing, or complaint handling
Strong operational and problem-solving skills, with the ability to identify issues, evaluate tradeoffs, and implement solutions
Experience building, improving, or documenting operational processes (SOPs)
Highly organized with strong attention to detail and the ability to manage multiple workflows and priorities simultaneously
Comfortable working in a fast-paced, evolving environment with a high degree of ambiguity
Strong written and verbal communication skills, with the ability to work cross-functionally and communicate clearly with different stakeholders
Ability to work independently, take ownership of tasks, and make sound decisions with limited guidance
Experience identifying opportunities to improve processes, reduce manual work, and increase efficiency

Nice To Haves

Experience working in a regulated environment (e.g., insurance, fintech, healthcare, payments) or a general understanding of insurance laws and regulations applicable to the pet insurance industry preferred

Responsibilities

Manage and support a small team responsible for day-to-day operational workflows, ensuring accuracy, timeliness, and strong follow-through
Own execution of key operational and compliance processes, including policy servicing support, DOI complaint coordination, licensing workflows, and audit preparation
Build, maintain, and improve standard operating procedures (SOPs) and operational documentation, including edge cases and escalation paths
Identify and implement process improvements to reduce manual work, minimize errors, and improve team efficiency and scalability
Partner with Compliance, Underwriting, and external stakeholders to ensure processes align with regulatory and carrier requirements
Support internal audits and regulatory reviews by gathering documentation, tracking requirements, and coordinating responses
Monitor operational workflows (e.g., cancellations, billing issues, disputes) and escalate issues or anomalies, working cross-functionally to drive resolution
Partner with Product to translate operational challenges into system and workflow improvements, contributing to requirements and testing
Coach and develop team members through regular feedback, prioritization support, and guidance on problem-solving and process adherence