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Senior Director, Continuous Improvement and Strategic Planning
Location
Illinois
Posted
142 days ago
Salary
0
Seniority
Senior
Job Description
Senior Director, Continuous Improvement and Strategic Planning
Independence Pet Group
• Execute enterprise-wide operational strategies to improve efficiency, scalability, and service quality across customer service, telephony, claims, and product implementation functions. • Partner with internal stakeholders to ensure the consistent use of approved vendors and technologies that align with organizational standards and regulatory obligations. • Drive automation and process optimization to enhance claims lifecycle efficiency, customer experience, and overall productivity. • Provide strategic oversight and guidance in the review of product development initiatives to ensure administrative efficiency, operational scalability, and long-term sustainability from design through administration. • Lead structured change management programs to ensure adoption of new systems, workflows, and operational models. • Build and maintain governance frameworks to ensure initiatives are aligned with corporate strategy, budget, and compliance requirements. • Act as a senior liaison between business, technology, and vendor teams to ensure cohesive delivery of transformation initiatives. • Oversee performance and strategic integration of key vendors supporting customer service, telephony, claims, and product administration functions. • Collaborate with IT and procurement teams to evaluate, implement, and monitor vendor solutions to achieve operational excellence and cost efficiency. • Ensure all operational processes and technologies meet U.S. and Canadian insurance regulatory standards. • Collaborate closely with Compliance and Legal teams to maintain proper controls, documentation, and audit readiness across all initiatives. • Provide strong, inclusive leadership to project and operational teams across multiple business units and geographies. • Champion a culture of continuous improvement, collaboration, and data-driven decision-making.
Job Requirements
- Bachelor’s degree in Business Administration, Operations, or related field
- 10+ years of progressive experience in insurance operations, strategic transformation, or enterprise program management.
- Strong knowledge of U.S. and Canadian insurance regulatory environments, particularly relating to claims operations, product distribution, and telephony requirements.
- Proven success leading large-scale operational or technology transformation initiatives.
- Demonstrated experience with P&L oversight, budget development, and financial accountability, ensuring that operational initiatives deliver measurable efficiency, cost control, and return on investment.
- Lean Six Sigma certification accompanied by demonstrated expertise in organizational change management, with the ability to apply structured methodologies to drive process improvement and sustainable transformation initiatives.
- Exceptional leadership, communication, and stakeholder management skills.
- Demonstrated ability to manage vendor ecosystems and drive measurable efficiency outcomes.
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)
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