VP, Enterprise Applications (Growth & Retention)

POSITION SUMMARY:

The Vice President (VP) of Enterprise Applications (Growth & Retention) is a strategic leadership role responsible for overseeing the development, implementation, and management of enterprise applications that support the company’s website, Customer Relationship Management (CRM) systems, marketing systems, customer portals, core insurance claims processing, and veterinary technology platforms within the pet insurance industry. This leader will work closely with marketing, sales, claims, and customer service teams to drive innovation, enhance user experience, and ensure operational excellence by leveraging modern technology solutions that align with the company’s business objectives.

**This position is open to candidates in the Seattle, WA 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.**

KEY RESPONSIBILITIES:

Strategic Leadership & Technology Vision

• Develop and execute the enterprise applications strategy to achieve growth and retention goals, ensuring alignment with business objectives and industry best practices.
• Align marketing technology (MarTech), lead management, CRM, and digital platforms with business objectives to enhance customer acquisition and retention.
• Partner with marketing, underwriting, claims, and customer experience teams to optimize digital tools that improve agent and customer interactions.
• Ensure enterprise applications align with insurance regulations, compliance standards (SOX, GDPR, PCI DSS, state insurance regulations), and data security best practices.
• Understand core business processes and recommend opportunities to streamline using automation

Technology & Digital Experience Enhancement

• Oversee the design, implementation, and optimization of core IT applications, including CRM, customer portals, claims management systems, and veterinary technology platforms.
• Lead the implementation and enhancement of CRM (Microsoft Dynamics, HubSpot, or similar) for lead tracking, agent productivity, and customer engagement.
• Oversee lead management platforms to enhance marketing automation, optimize digital advertising ROI, and improve customer conversion rates.
• Manage member portals, websites, and digital experiences to provide seamless self-service options for policyholders and agents.
• Drive AI, automation, and analytics initiatives to improve customer segmentation, marketing personalization, and operational efficiency.
• Implement API and data integration strategies to connect enterprise applications with third-party insurance platforms and InsurTech solutions.

Operational Excellence

• Ensure the scalability, security, and performance of enterprise applications supporting insurance operations, sales, and customer service.
• Oversee system integration efforts to create a unified customer, policy, and claims data ecosystem.
• IT Governance & Compliance: Establish and maintain strong IT governance, data security, and regulatory compliance within enterprise applications.
• Establish and track KPIs for system performance, user adoption, and business impact.
• Leverage predictive analytics and machine learning to enhance underwriting, claims processing, and fraud detection.
• Budget & Resource Management: Develop and manage the enterprise applications budget, optimizing resources while ensuring cost-effectiveness.
• Innovation & Continuous Improvement: Stay ahead of industry trends and emerging technologies to drive innovation and maintain a competitive edge.

Team Leadership & Vendor Management

• Build, mentor, and lead a high-performing IT team focused on delivering cutting-edge enterprise applications.
• Foster a culture of innovation, collaboration, and continuous improvement within the IT team.
• Evaluate and manage third-party vendors and technology partners, ensuring service level agreements (SLAs) are met and technology investments deliver business value.