VP, Product Manager – Call Center

Independence Pet Group•New York, NY

2d•Remote

About The Position

Independence Pet Holdings (IPH) is a corporate holding company established in 2021, managing a diverse portfolio of pet health brands and services across North America. IPH believes pet insurance is more than a financial product and focuses on building solutions to simplify the pet parenting journey and improve pet well-being. The company operates with a full stack of resources, capital, and services to support pet parents through its multi-brand and omni-channel approach, including its own insurance carrier, insurance brands, and partner brands. IPH is seeking a VP, Product Manager – Call Center. This role serves as the executive business sponsor and accountable owner for a large-scale, enterprise transformation program aimed at modernizing the customer experience and improving enterprise performance. The position translates strategic objectives into a transformation vision, measurable outcomes, and sustainable value creation, providing decision leadership across the transformation portfolio to ensure alignment with enterprise strategy, risk posture, and growth priorities. As the primary owner of the approved business case, the Vice President is fully accountable for benefit realization, including the delivery, tracking, and sustainment of cost reduction, expense savings, productivity, and customer-experience targets. The role ensures value commitments are converted into executable plans, governed through disciplined performance management, and embedded into the operating model beyond program completion, in partnership with Finance, Technology, and Transformation leadership. Acting as the voice of the business, this leader drives adoption and change at scale, ensures organizational readiness, and establishes clear accountability for outcomes across the enterprise.

Requirements

Bachelor’s degree in Business, Operations, Finance, or a related field (or equivalent experience).
12+ years of progressive leadership experience in contact center operations or customer service environments.
Proven experience leading large-scale contact center operations, including workforce management and multilocation teams.
Strong expertise in contact center technologies, preferably Talkdesk or similar cloud based platforms.
Demonstrated experience managing offshore operations and third-party vendors.
Exceptional analytical, operational, and communication skills.

Nice To Haves

MBA or advanced degree.
Experience in insurance, financial services, or other highly regulated environments.
Experience implementing automation, AI, or digital transformation within contact centers.
Background in high growth or transformational organizations.

Responsibilities

Serve as the executive business sponsor and value owner for the customer service transformation, 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, and customer‑experience uplift.
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.
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 choices support customer, financial, and growth objectives.
Drive continuous modernization of service delivery approaches to enable scalability, resilience, and measurable experience improvements.
Sponsor the strategic evolution of the customer service technology ecosystem, ensuring platforms enable transformation goals rather than incremental optimization.
Partner with Technology and Data leadership to leverage automation, analytics, AI, and digital capabilities to unlock productivity, cost efficiency, and improved customer experiences.
Own prioritization of the transformation roadmap for customer service platforms, balancing value delivery, risk, and enterprise dependencies.
Establish strategic governance over workforce models, ensuring alignment between demand planning, capacity strategy, capability development, and service outcomes.
Sponsor enterprise training and quality frameworks that support change adoption, performance uplift, and sustainable capability building post‑transformation.
Provide executive oversight of offshore and third‑party service partners, ensuring sourcing strategies and vendor performance support transformation objectives, financial targets, and service integrity.
Act as a senior executive leader and trusted partner to Operations, Technology, Finance, HR, and Customer Experience leadership.
Represent customer service transformation progress, risks, and value realization clearly to executive leadership, steering committees, and board‑level forums.
Drive organizational alignment, adoption, and accountability across lines of business, ensuring transformation outcomes are embedded and sustained beyond program completion.