Director, Sales and Service

Independence Pet Holdings® (IPH) is one of North America’s largest pet insurance and services organizations. Our impressive family of brands supports insurance for more than 1,000,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

IPH’s mission is to strengthen the unique bond between pets and their people through our family of innovative products and services. We understand how important pets are: they’re family. Our pack of 1,200 team members embodies a shared passion for positively impacting the lives of our four-legged friends.

At PetPlace, an IPH company, we are building a digital first pet e-commerce platform with the aim of connecting key market services such as adoption, lost pet and insurance to make pet care easy.

Position Summary:

The primary responsibility of the Director of Sales and Service is to develop and oversee the day-to-day operations and staffing of the North American Contact Centre Sales, Service and Operations teams. This will be achieved through strategic planning, effective leadership, coaching and operational efficiency, while ensuring an exceptional experience for all Pet Parents and Shelter Partners.

Reporting to the Vice President of Sales and Service and working closely with all other department management teams, this individual will be accountable for developing and executing on the strategic planning for the our NA contact centre operations. This includes, working closely with IT and marketing on developing and executing on a technology plan to move 24Pet to a true omni channel experience, creating and driving exceptional customer experiences offering our products and services through front-line agents, ensuring the highest level of compliance through our agents and our automated processes, and compensation strategies and management of variable comp plans for agents.

Main Responsibilities:

• Supporting and overseeing the Managers of Lost Pet & the Membership, Training and QA Managers through proactive real-time monitoring of call Centre metrics
• Responsible for execution and delivery of sales and service targets as well as Cross sell activity
• Responsible for building annual sales and service budget and resource planning
• Working closely with People and Culture, development and oversight on incentive plans for contact centre agents, ensuring we maintain proper staffing level to meet performance goals, handling any performance issues within the team.
• Working closely with IT and Marketing to continue to move 24Pet to an omni channel environment, leveraging new and existing technology, ensuring brand consistency and identify and removing friction points for our customs.
• Develop and manage an omni channel team and/or integration of alternative mediums (chat, SMS, email) into broader contact centre team.
• Working closely with IT and Marketing, begin tracking and evolving our processes to bring us closer to first contact resolution.
• Responsible for setting up and ensuring the Managers of Membership & Lost Pet have regular and formalized coaching plans, support and training to new and existing team members with respect to quality assurance, monthly KPI’s, new products/services, systems, soft skills and other change management
• Ensuring the Managers attain departmental and individual service levels and metrics including quality, sales, up-selling, customer satisfaction, schedule adherence and productivity time among other key metrics
• Working closely with Workforce Management to ensure effective scheduling across all hours of business, high levels of occupancy and schedule adherence
• Creating and assisting the Managers with executing change management initiatives that ensure high levels of team communication and engagement throughout the process
• Create, Implement, and monitor workflows and Standard Operating Procedures (SOPs) that ensure high levels of member service delivery and advisor efficiency
• Ongoing business analysis to identify areas for continuous improvement in processes, policies and communication and providing appropriate recommendations
• Ensure effective communication between teams and departments, inside and outside the department (i.e., Sales, 24PetWatch, People & Culture, etc.)
• Other duties as assigned

Basic Qualifications:

• High School diploma required.
• College or University Degree is an asset (preferably with a major in business).
• 10+ years of progressive leadership experience within the Call Center Sales & Service Industry.
• 2+ years mentoring and growing a call center sales team.
• Experience with forecasting, reporting, and managing processes.

Additional Qualifications:

• Ability travel; at least 10% of the time
• Must have valid passport