Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

Established in 2021, Independence Pet Holdings (IPH) is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach includes our own insurance carrier, insurance brands and partner brands.

Pets Best, a subsidiary of IPH, offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service.

Job Summary: This role is responsible for documenting all current state critical business processes within operations in a Visio process flow chart, prioritize and recommend process redesign for continuous improvement and will report to the Director, Operational Effectiveness.

Main Responsibilities:

- Ensure critical processes in Customer Care (call center) and Claims are mapped (in Visio or comparable application)

- Overlay inventory flow data on process maps to identify volumes, queuing, idleness, not in good order rates, cycle times by process steps, etc.

- Recommend, implement, and monitor KPIs related to critical processes in Customer Care and Claims

- Maintain a list of prioritized process improvement ideas based on an impact / complexity framework

- Partner with senior business leaders and technology leads to write requirements and then implement projects to optimize processes

- Partner with senior business leaders and managers to create standard operating procedures and standard work documents

- Consult on claims automation initiatives

- Consult on chatbot design and deployment

Qualifications:

- 5+ years of experience in business process management (LSS Green Belt certification)

- 5+ years in a property & casualty company

- Proven ability to deliver positive business outcomes (e.g., efficiency, quality, customer experience)

- Knowledge of process improvement methodologies (e.g., Lean Six Sigma, SIPOC)

- Experience in facilitating team complex problem-solving sessions to map existing processes and identify optimization opportunities

- In-depth factor analysis, resolve complex models and procedures, communication, and project management skills

- Fluent in Visio and other process documentation applications and data analysis tools (e.g. Excel, Power BI)

- Familiar with workflow automation tools

- Strong project management skills, ability to advise on and manage multiple complex priorities across departments

- Bachelor’s degree in STEM or another analytical discipline

- Change management experience (style adaptation, persuasive communication)

Preferred Qualifications:

- LSS Black Belt certification

- Experience utilizing process simulation applications (e.g., Aspen, UniSim)

- Bachelor’s degree in process engineering or process management

- Robotic Process Automation certification

- Project management certification (PMP, etc.)

- Change management certification (Ex. Prosci, CCMP, Agile Certified Practitioner)

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All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• 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)