Director, Partner Support & Engagement

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 optimizing call center operations.
• Cross-Functional Partner: Ensures support aligns with field, partnership, and operations leadership.
• People Leader: Builds motivated, skilled, and customer-focused teams.

Compensation:

• The pay range for this position is $100,000 - $130,000, on a full-time schedule.
• Along with base salary, Trupanion employees may be eligible for monthly bonuses.
• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.