Operations Manager

Independence Pet Holdings

Operations Manager running day-to-day insurance operations for Pumpkin's pet health brands. Manage workflows, compliance processes, and team development in a regulated environment.

Posted 4/11/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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)

ATS Keywords

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Applicant Tracking System Keywords

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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