Independence Pet Holdings

Operations Manager

Independence Pet Holdings

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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About the role

  • 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

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
Benefits
  • 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)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operational workflowscompliance processespolicy servicingaudit preparationstandard operating proceduresprocess improvementsdocumentationproblem-solvingregulatory requirementslicensing workflows
Soft Skills
team managementattention to detailorganizational skillscommunication skillscross-functional collaborationindependencedecision-makingfeedbackprioritizationadaptability
Certifications
Bachelor's degree