[Hiring] Operations Manager @Independence Pet Holdings

Role Description

Pumpkin is looking for an Operations Manager to run and improve day-to-day insurance operations. This role supports a wide range of operational workflows across multiple teams and is ideal for someone who enjoys building, documenting, and optimizing processes in a regulated environment. You will own operational and compliance workflows, support a small team, and partner closely with Product, CX, Claims, Finance, and Underwriting to ensure systems and processes are efficient, scalable, and compliant. This position reports to the Senior Product Manager, Core Platforms & Insurance.

Job Location: Remote

Main Responsibilities:

• 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.

Qualifications

• 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.

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).