VP, Product Manager - Quote & Buy

Independence Pet Group•New York, NY

2d•Hybrid

About The Position

Independence Pet Holdings (IPH) is seeking a VP Product Manager – Quote & Buy. This 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. The VP translates strategic objectives into a clear acquisition and service transformation vision, measurable outcomes, and sustainable value creation. This role provides decision leadership across the transformation portfolio to ensure alignment with enterprise strategy, growth priorities, and risk posture across customer acquisition, service delivery, and supporting platforms. As the primary owner of the approved business case, the Vice President is fully accountable for benefit realization, including cost reduction, expense savings, productivity improvements, conversion uplift, and customer-experience outcomes. The role ensures value commitments are translated into executable plans, governed through disciplined performance management, and embedded into the operating model beyond program completion in close partnership with Finance, Technology, Marketing, 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 acquisition and service outcomes across the enterprise.

Requirements

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.

Nice To Haves

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.

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.
Establish governance for conversion analysis and friction removal, leveraging data, analytics, experimentation, and customer insights.
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.