Director, Partner Support – Engagement

Trupanion

Director leading partner support and engagement teams at Trupanion, a leading provider of medical insurance for pets. Ensures operational excellence and fosters partner relationships through call center operations.

Posted 7/9/2026full-timeSeattle • Washington • 🇺🇸 United StatesLead💰 $120,000 - $130,000 per yearWebsite

About the role

Key responsibilities & impact

Lead day-to-day operations of inbound and outbound call center teams supporting breeder, veterinary, shelter, VA, and benefits program partners.
Ensure call center staff are trained and empowered to deliver exceptional service while also supporting growth initiatives.
Maintain and improve service-level agreements (SLAs) for responsiveness, resolution time, and partner satisfaction.
Embed a growth mindset into every support interaction, ensuring teams identify opportunities to expand engagement and strengthen partner relationships.
Equip teams with tools and scripts that allow them to proactively identify when partners may benefit from: Expanding veterinary portal use, Increasing footprint or hospital engagement, Participating in benefits or special programs.
Establish metrics to track conversion of service touchpoints into engagement opportunities.
Position the support function as a relationship-building extension of the field and partnership teams.
Work cross-functionally to ensure the call center is aligned with broader partner strategies led by the VP of U.S. Group Partnerships and VP of U.S. Field Sales.
Implement feedback loops to capture partner insights and escalate opportunities or challenges to the appropriate teams.
Optimize call center workflows, technologies, and reporting systems to maximize efficiency and partner experience.
Regularly review and refine training programs to ensure staff are fluent in both support protocols and growth-related strategies.
Develop dashboards and reporting for leadership, providing visibility into call center performance, partner satisfaction, and growth opportunities identified through support interactions.
Recruit, train, and mentor a high-performing support leadership team, including supervisors and frontline agents.
Foster a culture of service excellence, continuous improvement, and growth enablement.
Provide clear goals, coaching, and career development opportunities for team members.

Requirements

What you’ll need

10+ years of experience in call center or customer service leadership, with at least 5+ years managing multi-channel support teams.
Background in healthcare, insurance, veterinary, or partner-driven businesses strongly preferred.
Proven success in integrating sales/growth strategies into customer support environments.
Experience managing large teams across inbound, outbound, and blended call centers.
Strong analytical skills, with the ability to build and interpret dashboards and KPIs.
Excellent relationship management, communication, and coaching skills.

Benefits

Comp & perks

Full medical, dental, and vision benefits at no cost to the employee
Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
Five-week sabbatical after five years of employment
Open, casual, pet-friendly, and fun office environment
Free medical health insurance for your pet (1 dog or cat)
Paid time off to volunteer at nonprofit organizations
Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Dashboard DevelopmentKPI InterpretationService-Level Agreement ManagementCall Center Workflow OptimizationTraining Program Development

Soft Skills

Coaching SkillsCommunication SkillsTeam MentoringService ExcellenceContinuous Improvement