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VP, Product Manager - Call Center

June 8, 2026

Established in 2021,Independence Pet Holdingsis 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.

IPH is seeking a VP, Product Manager - Call Center. The Vice President,Product Manager - Call Centerserves as the executive business sponsor and accountable owner of alargescale, enterprise transformation program to fundamentally modernize the customer experience and materially improve enterprise performance.Representingthe business at the executive level, this role translates strategicobjectivesinto a clear transformation vision, measurable outcomes, and sustainable value creation, while 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,expensesavings, productivity, andcustomerexperiencetargets. The role ensures value commitments are converted into executable plans, governed through disciplined performance management, and embedded into the operating model beyond program completion, working in close 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, andestablishesclear accountability for outcomes across the enterprise.

Job Location: Primarily Remote - USA. Candidates local to Chicago, IL are preferred.

Travel: Expected travel up to 2-3x a month to Chicago, IL. This is subject to change based on business needs.

Main Responsibilities:

Enterprise Transformation & Value Realization

Serve as theexecutive business sponsor and value ownerfor the customer service transformation, withendtoendaccountability for outcomes defined in the approved business case.
Own thedelivery, tracking, and sustainment of financial and operational benefits, including cost reduction, expense savings, productivity improvement, andcustomerexperienceuplift.
Establish value governance, performance management cadence, andpostimplementationvalidation in partnership with Finance, Technology, and Transformation leadership.
Lead executivedecisionmakingacross scope, sequencing, and investment tradeoffs to maximize enterprise value and manage risk.

Customer Service Strategy & Operating Model Evolution

Define and sponsor thefuturestatecustomer service operating strategy, aligned to enterprisecustomerexperienceobjectivesandlongtermcosttoservetargets.
Provide strategic oversight of service performance outcomes, ensuring operating models, escalation structures, and service design choicessupportcustomer, financial, and growthobjectives.
Drive continuous modernization of service delivery approaches to enable scalability, resilience, and measurable experience improvements.

Platform, Data, and Automation Enablement

Sponsor thestrategic evolution of the customer service technology ecosystem, ensuring platforms enable transformation goals rather than incremental optimization.
Partner with Technology and Data leadership toleverageautomation, analytics, AI, and digital capabilitiesto 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.

Workforce, Capability, and Sourcing Strategy

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 supportchange adoption, performance uplift, and sustainable capability buildingposttransformation.
Provide executive oversight of offshore andthirdpartyservice partners, ensuring sourcing strategies and vendor performance support transformationobjectives, financial targets, and service integrity.

Executive Leadership & Stakeholder Engagement

Act as asenior executive leader and trusted partnerto Operations, Technology, Finance, HR, and Customer Experience leadership.
Represent customer service transformation progress, risks, and value realization clearly to executive leadership, steering committees, andboardlevelforums.
Drive organizational alignment, adoption, and accountability across lines of business, ensuring transformation outcomes are embedded and sustained beyond program completion.

Basic Qualifications:

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 leadinglarge-scalecontact center operations, including workforce management andmultilocationteams.
Strongexpertisein contact center technologies, preferablyTalkdeskor similarcloud basedplatforms.
Demonstrated experience managing offshore operations andthird-partyvendors.
Exceptional analytical, operational, and communication skills.

Preferred Qualifications:

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 inhigh growthor transformational organizations.

#LI-Remote
#LI-Hybrid
#IPH

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

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)
Retirement 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
On the job training and skills development
Employee Assistance Program (EAP)

Interview Technology Notice:

Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process.

By continuing with the interview, you consent to this use.

Text Messaging Notice:

If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply.

You may opt out of text communications at any time by replying "STOP."

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...