Director, Partner Support & Engagement

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Job Description

The Director of Partner Support is responsible for leading the partner-facing inbound and outbound call center teams that support the company’s core 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 excellence, but also reinforces growth-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 Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a position open to candidates anywhere in the US. If you live in the greater Seattle area, you will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week.

Responsibilities:

Call Center & Partner Support Leadership

• Lead day-to-day operations of inbound and outbound call center teams supporting breeder, veterinary, shelter, VA, and benefits program partners.
• Ensure call center staff are trained and empowered to deliver exceptional service while also supporting growth initiatives.
• Maintain and improve service-level agreements (SLAs) for responsiveness, resolution time, and partner satisfaction.

Growth Through Service

• Embed a growth mindset into every support interaction, ensuring teams identify opportunities to expand engagement and strengthen partner relationships.
• Equip teams with tools and scripts that allow them to proactively identify when partners may benefit from:
  • Expanding veterinary portal use.
  • Increasing footprint or hospital engagement.
  • Participating in benefits or special programs.
• Establish metrics to track conversion of service touchpoints 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 call center is aligned with broader partner strategies led by the VP of U.S. Group Partnerships and VP of U.S. Field Sales.
• Implement feedback loops to capture partner insights and escalate opportunities or challenges to the appropriate teams.

Operational Excellence

• Optimize call 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 growth-related strategies.
• Develop dashboards and reporting for leadership, providing visibility into call center performance, partner satisfaction, and growth opportunities identified through support interactions.

Team Leadership & Development

• Recruit, train, and mentor a high-performing support leadership team, including supervisors and frontline agents.
• Foster a culture of service excellence, continuous improvement, and growth enablement.
• Provide clear goals, coaching, and career development opportunities for team members.

Qualifications:

• 10+ years of experience in call center or customer service leadership, with at least 5+ years managing multi-channel support teams.
• Background in healthcare, insurance, veterinary, or partner-driven businesses strongly preferred.
• Proven success in integrating sales/growth strategies into customer support environments.
• Experience managing large teams across inbound, outbound, and blended call 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 foundation of partner loyalty.
• Growth-Oriented: Identifies and activates opportunities to expand engagement in every partner interaction.
• Operational Expert: Skilled at scaling and optimizi