Wagmo is looking for an experienced and entrepreneurial VP of Operations who will oversee Wagmo’s day-to-day operations with a focus on continuous improvement and a culture focused on growth metrics and collaboration. The right person will undoubtedly be a thought partner for the cofounders in how we build and scale the business to achieve our mission to improve the lives of pet parents. This person should be driven by a passion to deliver the best customer experiences while optimizing efficiency and maintaining the highest levels of quality. You will lead a diverse team by coaching, motivating, and inspiring and by creating efficient, thoughtful, logical and rock-solid processes to manage operations from claim processing to budget forecasting. Your ability to be accountable and to properly set goals and forecast and monitor performance will be crucial in this role. This role is an ambitious undertaking and you’ll be integral in helping us grow into a leading pet insurance company.

What you'll do:

•  

  • Play an instrumental role in how we grow and scale our business by leading vision, strategy, and results for our company operations.
  • Partner with the founders and other leaders across the company in developing our forward-looking company strategy.
  • Develop a robust KPI goal setting & reporting process to evaluate the company’s ability to meet targets, optimize performance, achieve customer satisfaction and identify improvement opportunities.
  • Lead the CX and Claims teams.
  • Establish processes to deliver the absolute best customer experience to pet parents across both Wellness and Insurance.
  • Collaborate with the Sales and Product teams to satisfy our customers and develop our technology. 
  • Build & maintain reports, dashboards and metrics to monitor performance.
  • Work closely with the CEO to communicate progress and vision to stakeholders and investors.
  • Increase membership revenue by improving billing processes, retention strategies, and pricing models.

What you'll need to be successful:

• • You share our passion to help make pet insurance joyful and parenting easier and more affordable
  • At least 10 years of operations experience for a high-growth subscription company, with at least 5 years experience in a leadership role. Bonus points if you’re coming from insurtech, fintech, or healthcare.
  • You constantly question the status quo and believe there is always a way we can continuously improve.
  • You are humble - you are constantly looking to improve and ask for help when you need it, and are willing to dive in and get your hands dirty with the team.
  • Ability to execute on today's challenges while maintaining a forward-thinking mindset around where we'll be six months, a year, and several years from now.
  • Proven successful implementation of strategic operational projects and vendor integrations to completion while successfully managing stakeholders, including C-suite.
  • Strong working knowledge of operational compliance and a strong understanding of the insurance industry.
  • You are quantitative and rigorous by nature & obsessed with process improvement.
  • Persuasive communication style, with excellent verbal and written communication skills, and are capable of presenting complex information in an easy to understand format.
  • The ability to work with the team at all levels, in both an open office and remote setting, within a highly collaborative environment and start-up culture.
  • Ability to turn ambiguous or undefined problems into opportunities.
  • You are a resourceful and creative team player, and are excited about making a meaningful impact on a rapidly growing business.

The Perks

* Ownership over the company’s operations

* Company retreats, team dinners/lunches

* Flexible remote work policy

* Flexible paid time off (PTO) policy

* Home office tech budget

* Dog friendly office

* Generous health care coverage, including dental and vision

* Pet wellness & insurance fully covered

* 401k

Who We Are

At Wagmo, pets really are our life. We solve hard problems all day long, but hang out with dogs while we do it. We value authenticity and efficiency, and have no time for egos. We prioritize performance over pedigree, compensate fairly, and never take ourselves too seriously. We’re VC-backed, spun out of the Harvard i-Lab/HBS, Techstars, and headquartered in NYC.

What We Do

Wagmo is a new type of pet insurance company with a mission to make it easy and affordable to be a better pet parent. Our flagship product is the Wagmo Wellness plan, which helps pet parents save money on routine care and preventative care for their pets. We have recently released Wagmo Insurance, a radically simplified accident and illness pet insurance product designed to protect the financial stability of pet parents while providing guidance and support along the journey.