Director, Partner Support & Engagement

Company Overview

Trupanion provides medical insurance for cats and dogs across North America. The company’s purpose is to help caring pet owners plan for and manage the cost of their pets’ healthcare. It promotes a collaborative, relaxed, and pet-friendly workplace where people can show up as themselves.

Role Summary

The Director of Partner Support leads the inbound and outbound partner support call center teams that serve Trupanion’s core partner network. This includes breeders, veterinary clinics, shelters, Veterans Affairs programs, employee benefits partners, and field Territory Partners. The role is focused on delivering excellent service while also using each partner interaction to deepen relationships and uncover opportunities for further engagement and growth.

This is a remote role open to candidates anywhere in the United States. Candidates in the greater Seattle area will follow a hybrid schedule, working from the office at least three days per week.

Key Responsibilities

• Manage the day-to-day work of inbound and outbound call center teams supporting breeder, veterinary, shelter, VA, and benefits program partners.
• Equip team members to provide high-quality support while also reinforcing growth objectives.
• Track, maintain, and improve service-level targets for response time, resolution speed, and partner satisfaction.
• Build a growth-focused approach into support conversations so teams can spot opportunities to strengthen engagement and relationships.
• Give teams tools and talking points to identify when partners may benefit from broader veterinary portal use, a larger footprint or hospital engagement, or participation in benefits and special programs.
• Create metrics that measure how often service interactions turn into engagement and conversion opportunities.
• Act as an extension of the field and partnership organization by using support to build stronger partner relationships.
• Work closely with leadership in U.S. Group Partnerships and U.S. Field Sales so the call center aligns with broader partner strategy.
• Set up feedback processes that capture partner input and route opportunities or issues to the right internal teams.
• Improve workflows, technology, and reporting tools to increase efficiency and enhance the partner experience.
• Continuously review and update training so staff remain strong in both support processes and growth-oriented conversations.
• Build dashboards and performance reports that give leaders visibility into team results, partner satisfaction, and opportunities identified through support activity.
• Hire, coach, train, and develop a strong support leadership team, including supervisors and frontline agents.
• Promote a culture centered on service quality, ongoing improvement, and support for growth.
• Set clear expectations, provide coaching, and create development paths for team members.

Qualifications

• At least 10 years of experience leading call center or customer service teams.
• At least 5 years of experience managing support teams across multiple channels.
• Experience in healthcare, insurance, veterinary, or partner-led businesses is strongly preferred.
• Demonstrated ability to blend sales or growth tactics into a support environment.
• Experience overseeing large inbound, outbound, or blended call center operations.
• Strong analytical ability, including the skill to build and interpret dashboards and KPIs.
• Excellent communication, coaching, and relationship management skills.

Leadership Competencies

• Service-first mindset with a strong commitment to partner loyalty through excellent support.
• Ability to recognize and act on growth opportunities in everyday partner interactions.
• Skill in scaling, streamlining, and improving call center operations.
• Comfort working cross-functionally with field, partnership, and operations leaders.
• People leadership strength with the ability to build motivated, capable, customer-focused teams.

Compensation

The base pay for this role is $120,000 to $130,000 per year on a full-time schedule. In addition to salary, employees are eligible for monthly bonuses. New team members also receive Restricted Stock Units, which vest over four years.

Benefits and Perks

• Medical, dental, and vision coverage at no cost to the employee.
• Four weeks of paid time off plus 9 paid floating holidays.
• A five-week sabbatical after five years with the company.
• Casual, open, pet-friendly, and enjoyable office culture.
• Free pet medical insurance for one dog or cat.
• Paid time off to volunteer with nonprofit organizations.
• Seattle office amenities including a free on-site gym, free dog-walking services during business hours, free parking, and paid ORCA cards.

Additional Information

Trupanion is an equal opportunity employer and values diversity. The company is committed to building a team with a wide range of backgrounds, abilities, perspectives, and skills.

Reasonable accommodations are available for candidates during the application or interview process, while performing essential job duties, and when accessing employment benefits or privileges. Candidates may request accommodation directly from the company.

Applicants must be legally authorized to work for any employer in the United States. The company cannot sponsor or transfer work visa sponsorship at this time.