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

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

Operations Manager

Key skills