Senior Director, Continuous Improvement and Strategic Planning

Independence Pet Group (IPG), a subsidiary of IPH, is one of North America’s largest pet insurance and services organizations. Our impressive family of brands (Figo, Felix, ASPCA Pet Health Insurance, Pets Plus Us, and AKC Pet Insurance) supports insurance for more than 1,000,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry. 

Job Summary: 

IPG is seeking an accomplished Senior Director, Continuous Improvement & Strategic Planning to drive cross-functional operational excellence across our insurance organization. The role will lead the design, implementation, and optimization of strategic initiatives that streamline processes, and enhance core insurance administration - including claims efficiency and telephony architecture. The position ensures alignment with approved vendor solutions and regulatory frameworks in both the U.S. and Canada. The successful candidate will lead strategy and execution, ensuring that operational design supports both growth and compliance, and that change is implemented effectively across diverse teams and partners. 

Job Location: Remote 

This position is remote, and you will work from a home office. Occasionally, travel to the nearest office may be required for in-person activities such as team meetings, training, and culture-building events.  

Main Responsibilities:      

Operational Strategy & Delivery: 

• Execute enterprise-wide operational strategies to improve efficiency, scalability, and service quality across customer service, telephony, claims, and product implementation functions. 

• Partner with internal stakeholders to ensure the consistent use of approved vendors and technologies that align with organizational standards and regulatory obligations. 

• Drive automation and process optimization to enhance claims lifecycle efficiency, customer experience, and overall productivity. 

• Provide strategic oversight and guidance in the review of product development initiatives to ensure administrative efficiency, operational scalability, and long-term sustainability from design through administration. 

Change Management & Governance: 

• Lead structured change management programs to ensure adoption of new systems, workflows, and operational models. 

• Build and maintain governance frameworks to ensure initiatives are aligned with corporate strategy, budget, and compliance requirements. 

• Act as a senior liaison between business, technology, and vendor teams to ensure cohesive delivery of transformation initiatives. 

Vendor & Technology Oversight: 

• Oversee performance and strategic integration of key vendors supporting customer service, telephony, claims, and product administration functions. 

• Collaborate with IT and procurement teams to evaluate, implement, and monitor vendor solutions to achieve operational excellence and cost efficiency. 

Regulatory & Compliance Alignment: 

• Ensure all operational processes and technologies meet U.S. and Canadian insurance regulatory standards. 

• Collaborate closely with Compliance and Legal teams to maintain proper controls, documentation, and audit readiness across all initiatives. 

Leadership & Cross-Functional Collaboration: 

• Provide strong, inclusive leadership to project and operational teams across multiple business units and geographies. 

• Champion a culture of continuous improvement, collaboration, and data-driven decision-making. 

Basic Qualifications:   

• Bachelor’s degree in Business Administration, Operations, or related field 

• 10+ years of progressive experience in insurance operations, strategic transformation, or enterprise program management. 

• Strong knowledge of U.S. and Canadian insurance regulatory environments, particularly relating to claims operations, product distribution, and telephony requirements. 

• Proven success leading large-scale operational or technology transformation initiatives. 

• Demonstrated experience with P&L oversight, budget development, and financial accountability, ensuring that operational initiatives deliver measurable efficiency, cost control, and return on investment. 

• Lean Six Sigma certification accompanied by demonstrated expertise in organizational change management, with the ability to apply structured methodologies to drive process improvement and sustainable transformation initiatives. 

• Exceptional leadership, communication, and stakeholder management skills. 

• Demonstrated ability to manage vendor ecosystems and drive measurable efficiency outcomes. 

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