VP, Product Manager – Call Center

Independence Pet Holdings is a corporate holding company managing a diverse portfolio of modern pet health brands and services. They are seeking a VP, Product Manager – Call Center to lead a large-scale transformation program aimed at modernizing customer experience and improving enterprise performance, while ensuring alignment with strategic objectives and operational excellence.

Responsibilities:

• Serve as the executive business sponsor and value owner for the customer service transformation, with end‑to‑end accountability for outcomes defined in the approved business case
• Own the delivery, tracking, and sustainment of financial and operational benefits, including cost reduction, expense savings, productivity improvement, and customer‑experience uplift
• Establish value governance, performance management cadence, and post‑implementation validation in partnership with Finance, Technology, and Transformation leadership
• Lead executive decision‑making across scope, sequencing, and investment tradeoffs to maximize enterprise value and manage risk
• Define and sponsor the future‑state customer service operating strategy, aligned to enterprise customer‑experience objectives and long‑term cost‑to‑serve targets
• Provide strategic oversight of service performance outcomes, ensuring operating models, escalation structures, and service design choices support customer, financial, and growth objectives
• Drive continuous modernization of service delivery approaches to enable scalability, resilience, and measurable experience improvements
• Sponsor the strategic evolution of the customer service technology ecosystem, ensuring platforms enable transformation goals rather than incremental optimization
• Partner with Technology and Data leadership to leverage automation, analytics, AI, and digital capabilities to unlock productivity, cost efficiency, and improved customer experiences
• Own prioritization of the transformation roadmap for customer service platforms, balancing value delivery, risk, and enterprise dependencies
• Establish strategic governance over workforce models, ensuring alignment between demand planning, capacity strategy, capability development, and service outcomes
• Sponsor enterprise training and quality frameworks that support change adoption, performance uplift, and sustainable capability building post‑transformation
• Provide executive oversight of offshore and third‑party service partners, ensuring sourcing strategies and vendor performance support transformation objectives, financial targets, and service integrity
• Act as a senior executive leader and trusted partner to Operations, Technology, Finance, HR, and Customer Experience leadership
• Represent customer service transformation progress, risks, and value realization clearly to executive leadership, steering committees, and board‑level forums
• Drive organizational alignment, adoption, and accountability across lines of business, ensuring transformation outcomes are embedded and sustained beyond program completion

Requirements:

• Bachelor's degree in Business, Operations, Finance, or a related field (or equivalent experience)
• 12+ years of progressive leadership experience in contact center operations or customer service environments
• Proven experience leading large-scale contact center operations, including workforce management and multilocation teams
• Strong expertise in contact center technologies, preferably Talkdesk or similar cloud based platforms
• Demonstrated experience managing offshore operations and third-party vendors
• Exceptional analytical, operational, and communication skills
• MBA or advanced degree
• Experience in insurance, financial services, or other highly regulated environments
• Experience implementing automation, AI, or digital transformation within contact centers
• Background in high growth or transformational organizations