Director, Partner Support & Engagement

reputed company reputed company is a leading provider of medical insurance for cats and dogs in reputed company. Our mission is to help loving, responsible pet owners budget and care for their pets. At reputed company, we offer a reputed company, casual, and pet-friendly environment where everyone is encouraged to be themselves. reputed company reputed company The Director of Partner Support is responsible for leading the partner-facing inbound and outbound reputed company center teams that support reputed companys reputed company partner ecosystem including breeders, veterinary practices, shelters, Veterans Affairs programs, and employee benefits partners, and our in field Territory Partners. This role ensures that every partner interaction whether inbound service or outbound engagement is not only handled with operational reputed company, but also reinforces reputed company-oriented strategies, such as building stronger relationships, supporting day-to-day needs, and identifying new opportunities for deeper partner engagement. By combining service delivery with proactive partnership building, the Director of Partner Support plays a critical role in ensuring partner satisfaction, loyalty, and expansion. At reputed company, we reputed company in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position reputed company to candidates reputed company in the reputed company. Candidates based in the greater Seattle area will work a hybrid remote/in-office schedule from our casual, pet-friendly office at least 3 days a week. Key Responsibilities reputed company Center & Partner Support Leadership reputed company day-to-day operations of inbound and outbound reputed company center teams supporting breeder, veterinary, shelter, VA, and benefits program partners. Ensure reputed company center staff are trained and empowered to reputed company exceptional service while also supporting reputed company initiatives. Maintain and improve service-level agreements (SLAs) for responsiveness, reputed company time, and partner satisfaction. reputed company Through Service reputed company a reputed company reputed company into every support interaction, ensuring teams identify opportunities to expand engagement and strengthen partner relationships. reputed company teams with tools and scripts that allow them to proactively identify reputed company partners may benefit fromExpanding veterinary portal use. Increasing footprint or hospital engagement. Participating in benefits or special programs. Establish metrics to reputed company conversion of service reputed company into engagement opportunities. Partner Relationship Development Position the support function as a relationship-building extension of the field and partnership teams. Work cross-functionally to ensure the reputed company center is reputed company with broader partner strategies led by the VP of U.S. Group Partnerships and VP of U.S. Field Sales. Implement feedback reputed company to capture partner insights and escalate opportunities or challenges to the appropriate teams. Operational reputed company Optimize reputed company center workflows, technologies, and reporting systems to maximize efficiency and partner experience. Regularly review and refine training programs to ensure staff are fluent in both support protocols and reputed company-reputed company strategies. reputed company dashboards and reporting for leadership, providing visibility into reputed company center performance, partner satisfaction, and reputed company opportunities identified through support interactions. Team Leadership & Development Recruit, train, and mentor a high-performing support leadership team, including supervisors and reputed company agents. Foster a culture of service reputed company, reputed company improvement, and reputed company enablement. reputed company reputed company goals, coaching, and career development opportunities for team members. Qualifications 10+ years of experience in reputed company center or customer service leadership, with at least 5+ years managing multi-channel support teams. Background in reputed company, insurance, veterinary, or partner-driven businesses strongly preferred. Proven reputed company in integrating sales/reputed company strategies into customer support environments. Experience managing large teams across inbound, outbound, and reputed company reputed company centers. Strong analytical skills, with the ability to build and interpret dashboards and KPIs. Excellent relationship management, communication, and coaching skills. Leadership Competencies Service-Driven Champions world-class support as the reputed company of partner loyalty. reputed company-Oriented Identifies and activates opportunities to expand engagement in every partner interaction. Operational Expert Skilled at scaling and optimizing reputed company center operations. Cross-Functional Partner Ensures support .