Operational Learning and Strategy

Established in 2021, Independence Pet Holdings is 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. 

Pets Best, a subsidiary of IPH, offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service. 

Job Location: Remote

Job Summary:

The Operational Learning and Strategy role leads the Customer Service and Claims training function. This role is responsible for learning strategy for new hire onboarding, ongoing upskilling, instructional design, and digital learning, while partnering with Quality Assurance to support performance coaching. This role partners closely with learners and stakeholders to design engaging, innovative, and personalized learning solutions that build readiness for core job responsibilities and enable sustained performance growth. This position collaborates with the governance team, quality assurance, subject matter experts, senior leadership and other stakeholders in the Pets Best business. This role will drive a culture of continuous learning and improvement.

This role is fully remote and reports to the Director of Operational Effectiveness. Occasionally, there may be opportunities to travel to a Pets Best office based on business needs to support team events, collaboration, or strategic planning sessions.

Essential Responsibilities:

• Oversee both new hire and experienced associated training
• Utilize metrics to assess new hire readiness for both productivity and accuracy proficiency at 1, 3, and 6 months after training is delivered; provide status reports on readiness on a regular basis to senior operations leadership
• Ensure new hire curriculum aligns with current knowledge management and standard operating procedures
• Participate in monthly new hire planning; build a strong partnership with the workforce management function to ensure productive staffing levels are always adequate; ensure training calendar is up-to-date and meets required staffing levels
• Expertly deliver classroom training
• Optimize curriculum on a regular basis, utilizing adult learning theory
• Lead instructional designers to create educational content for both new hires and experienced associates
• Partner with directors, managers, and supervisors across the contact center and claims organization on opportunities for further experienced associate training; utilize performance reporting on productivity and accuracy to identify and prioritize training opportunities
• Ensure trainers are equipped and effective; regularly deliver constructive coaching and feedback; regularly perform “classroom audit” to assess trainer effectiveness

Qualifications / Requirements:

• Bachelor’s degree
• 2+ years of training experience (i.e., delivering content in physical or virtual classroom setting)
• Direct experience creating and maintaining curriculum
• Proven facilitation skills; excellent verbal and written communication skills
• 2+ years of experience of managing a team
• Proven expertise in adult learning methodologies, including ADDIE, gamification, learner-centric and experiential learning, andragogy, and facilitation

Desired Characteristics:

• 4+ years experience in Operations Contact Center or Claims environment
• Strong influence skills at all organizational levels
• Proven track record of organizing work, solving problems, and applying analytical skills and critical thinking
• Agile leadership style with the ability to pivot quickly as priorities shift in an ever-changing environment
• Proven relationship management experience with senior leadership
• Demonstrated ability to examine processes for improvements and recommend appropriate changes to leadership and employees
• Demonstrated ability to instruct, motivate and direct individuals at various skill levels
• Ability to lead and manage a virtual team
• Instructional Design projects as assigned
• High enthusiasm and desire to work in fast-paced, ever-changing environment
• Ability to work independently and effectively manage multiple priorities with little supervision
• Proficiency in Microsoft Office applications, including Word, Excel, SharePoint and PowerPoint
• Flexibility to work various schedules to support business training initiatives
• Demonstrates behaviors aligned with Pets Best GRIT values (Growth, Respect, Innovation, Teamwork)

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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)

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