Independence Pet Group

• Analyzes product and portfolio P&L performance, identifies growth opportunities, assesses new product metrics, and evaluates initiatives to uncover issues. • Provides strategic recommendations and implements improvements to drive profitable growth. • Develops and enhances reports and tools which support better decision-making for our business partners. • Become and act as subject matter expert in specific pet insurance contracts, products and rating structures, within the confines of the products they are assigned. • Constructs, and works with, structured information and data sets from multiple sources to generate analytical insights, following best practices for data retrieval and ensuring data integrity across products. • Conducts ad hoc analyses to address and resolve emerging business challenges. • Supports the exploration and analysis of key data points to support on-going monitoring, maintenance, and underwriting of existing products. • Collaborates with key stakeholders, such as Actuarial and Underwriting, to identify portfolio insights, emerging trends, and profit opportunities, enhancing performance and mitigating risk. • Consults on portfolio strategy, through the lens of data and analytical trends.

Role Description This role will lead the design and implementation of IPH’s Dynamics 365 Sales and Service architecture, integrated with MarTech and Customer Data Platform (CDP) capabilities to deliver unified, omnichannel customer experiences across all brands. This transformation is central to IPH’s vision of becoming the global leader in pet health and insurance. Qualifications - 10+ years in CRM and MarTech architecture; 5+ years in Dynamics 365 CE - Experience with marketing automation platforms and CDP integration - Strong knowledge of omnichannel engagement and personalization strategies - Familiarity with the insurance or financial services industry preferred Requirements - Define architecture for D365 Sales and Service, including lead-to-loyalty and request-to-serve processes. - Implement case management, knowledge articles, and omnichannel engagement (voice, chat, social). - Integrate D365 CE with Braze, Adobe Marketo, and other MarTech tools for campaign orchestration. - Enable segmentation, personalization, and next-best-action decisioning using CDP data. - Design Power Automate workflows for lead scoring, quote automation, and service routing. - Embed AI-driven recommendations and agentic workflows for sales and service. - Establish governance for marketing and CRM data, privacy, and consent management. - Align architecture with SOC 2, PCI DSS, GDPR, and CCPA compliance. - Develop roadmap for CRM and MarTech modernization aligned with IPH’s digital transformation goals. - Partner with business leaders to drive adoption and maturity of D365 and MarTech capabilities. Benefits - 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)

• Lead the strategic direction of the pet insurance product suite, ensuring alignment with MGA objectives, carrier expectations, and market opportunities. • Develop and refine underwriting guidelines, appetite statements, rating algorithms, and product structures to support profitable growth. • Identify unmet customer needs and emerging trends in the pet insurance sector, converting insights into actionable product enhancements and new product concepts. • Own the end‑to‑end product lifecycle—from ideation and feasibility assessment to development, launch, monitoring, and iterative improvement. • Lead comprehensive market research, competitive benchmarking, and customer segmentation to identify whitespace opportunities and inform product positioning. • Monitor competitor pricing, coverage features, distribution strategies, and customer experience to ensure IPG’s offerings remain differentiated and relevant. • Partner closely with actuarial teams to develop pricing strategies, risk models, and rating structures that balance competitiveness with profitability. • Collaborate with sales, marketing, and distribution partners to design effective go‑to‑market strategies, product messaging, and launch plans. • Serve as the internal and external subject matter expert for assigned pet insurance products, providing guidance to underwriting, claims, distribution, and customer service teams. • Drive innovation across insurance and non‑insurance offerings, including wellness packages, loyalty programs, digital tools, and customer engagement features. • Ensure all product materials, policy wordings, and rating structures meet regulatory and carrier requirements.

• Own and manage the product backlog for Chameleon, ensuring it is well‑groomed, clearly prioritized, and aligned to business value • Evaluate and prioritize work based on customer impact, revenue opportunity, retention risk, operational efficiency, and technical health • Make informed tradeoffs to ensure the team is consistently working on the highest‑value initiatives • Serve as the primary product point of contact for Engineering, Support, Sales, and other stakeholders • Partner with Support to understand customer issues, identify patterns, and distinguish defects from feature or workflow gaps • Partner with Sales and Commercial teams to assess revenue opportunities, customer impact, and market needs • Write clear requirements, acceptance criteria, and user stories that enable efficient engineering execution • Identify and remove blockers that impede delivery, collaborating proactively across teams • Participate in sprint planning, reviews, and retrospectives to continuously improve team effectiveness • Apply a disciplined, ROI‑driven approach to product investment for a legacy platform • Balance maintenance, enhancements, and new opportunities to support customer retention, revenue continuity, and operational viability • Contribute to roadmap planning and lifecycle decisions, ensuring transparency and alignment with company strategy • Monitor product performance, customer feedback, and operational metrics • Advocate for improvements that meaningfully reduce friction, improve usability, or unlock commercial value

• Serve as the central liaison between internal teams (IT, Product, Operations, Compliance, Marketing) and external partners • Lead partner onboarding, including kickoff meetings, timeline management, and expectation-setting • Translate technical requirements into clear, business-oriented language for diverse stakeholders • Manage intake requests, prioritization discussions, and operational readiness reviews • Drive issue identification, troubleshooting, and resolution by: Investigating and replicating issues • Documenting findings clearly • Translating issues into actionable requirements for internal or external teams • Oversee API, SFTP, and employee benefits integrations, ensuring alignment with business and partner needs • Maintain an inventory of integrations and ensure ongoing performance, reliability, and optimization • Validate integrations meet compliance, security, and audit requirements • Standardize processes, documentation, and communications across partner channels • Support continuous improvement initiatives, including workflow optimization and change management • Act as the central coordination point for integration strategy, execution, and stakeholder alignment

• Enhance the KPI catalog and enterprise glossary by inscribing definitions, formulas, data sources, and hierarchies of critical data elements. • Maintain metadata and lineage for KPI catalog and enterprise glossary. • Highlight definition and calculation inconsistencies within and between BUs and data-generating systems. • Analyze dashboards, reports, and self-service models to ensure alignment with KPI catalog and enterprise glossary.

• Develop portfolio P&L strategies on our Product offering suite that are specific to the varying state departments of insurance expectations. • Analyze product and portfolio P&L performance, opportunities, new product performance metrics and initiative results, to lead to influence changes to the Products or strategies themselves. • Collaborate across teams to create long-term roadmaps optimizing product, state, and operational goals. • Prioritize product and pricing opportunities based on strategic alignment and key objectives. • Serve as the key voice of product to assess impacts of prospective changes and their potential impacts. • Lead portfolio profitability and growth strategies, such as targeting ideal customer segments, within their assigned domain. • Contributes to development of company objectives & strategies to achieve goals. • Support new product development and state-specific launches with Product CoE and Administrators. • Excels in utilizing experience and instincts to bring intangibles into decision making. • Seen as subject matter expert of Insurance Portfolio management. • Build structured data insights from multiple sources to inform strategic decisions. • Leverage market intelligence tools like S&P Global and Ratefilings.com to shape strategies. • May manage Product Analyst(s) who support the state strategies and portfolio analysis needs. • Partners and influences with Actuarial and Underwriting to identify relevant portfolio views, profit opportunities, emerging themes, to improve performance and minimize risk.

• Responds promptly and professionally to inbound calls, online chats, and emails regarding policy coverage and claims. • Builds rapport with policyholder, by using customer service skills to listen, understand and respond to requests and inquiries. • Works to retain policyholders who inquire about canceling, by making recommendations for policy changes or coverage enhancements. • Helps policyholders understand their policy coverage, claims processing and reimbursement process. • Demonstrates ability to work in a metric environment and meeting performance expectations. • Maintains understanding of federal and state regulations to include compliance. • Ability to utilize multiple technical systems effectively and efficiently. • Perform other duties and/or special projects as assigned.

• Serve as the primary relationship owner for assigned partners, including affinity groups, veterinary platforms, shelter/rescue organizations, and pet ‑ focused brands. • Act as a trusted, consultative post ‑ sale partner, supporting operational execution, marketing alignment, program performance, and long ‑ term success. • Own and execute partner ‑ level go ‑ to ‑ market (GTM) plans in close partnership with Partner Marketing, coordinating on agreed ‑ upon marketing priorities, campaigns, and timing to support partner launches, engagement, and ongoing growth. • Lead onboarding, implementation, and launch activities for new partners, including kickoff sessions, timelines, training, integrations, and communication alignment. • Build and maintain strong relationships with partner executives, program owners, practice leaders, shelter leadership, and distribution stakeholders. • Coordinate ongoing partner engagement including performance reviews, reporting, training, marketing initiatives, and program updates. • Analyze performance trends and identify opportunities to improve enrollment, education, distribution, and overall partner experience. • Partner cross ‑ functionally with Marketing, Operations, Product, Compliance, Finance, Sales, and IT to support partner needs and resolve issues or escalations. • Support renewal readiness by preparing insights, recommendations, and performance summaries to drive retention.

• Own and execute a comprehensive partner marketing and sales enablement strategy to drive pipeline, demand, conversion, and revenue through third ‑ party distribution channels • Serve as a strategic partner to Business Development • Onboard new distribution partners • Develop marketing proposals, co ‑ marketing strategies, and launch plans • Enable deal conversion through high ‑ quality presentations, business cases, and forecasts • Design and scale partner marketing frameworks, playbooks, and GTM models aligned to varying partner types and levels of maturity • Drive measurable improvements in demand generation, conversion rates, CPA, AWP, and customer experience across partner channels • Support portfolio ‑ level and key account performance reviews with distribution partners • Act as the central connector across Brand, Digital, Marketing, Operations, Analytics, and external Agencies • Build, lead, and develop a high ‑ performing partner marketing and enablement team