What are the responsibilities and job description for the Retention Manager position at Trupanion?
Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.
Position Summary:
Trupanion is seeking an inspiring leader that will be working alongside business leaders to head up our retention efforts. Are you a creative and competitive manager with steadfast integrity?
In this role, your responsibilities are to inspire your team and help them achieve their full potential. Additionally, as a member of the contact center leadership team, you will be a contributor in determining the strategies and their rollout across the department.
The optimal candidate is a skilled communicator, highly energized, and have a proven track record of success!
Key Responsibilities Include:
- Deliver business goals (e.g. save rate, quantities and qualitative call handling strategies)
- Define and execute strategies to achieve long term objectives
- The setting of monthly, quarterly and annual objectives
- Give reporting on team performance, as well as individual team member performance
- Continuous improvement of customer satisfaction
- Continuous improvement to drive down the cost of service
Qualifications:
- 2-3 years of call center leadership
- Inspiring leadership style!
- High emotional intelligence
- Strong Training/Coaching/Mentoring skills
Benefits and Perks:
- Bonus opportunities
- Full medical, dental and vision benefits at no cost to the employee
- Four weeks paid time off
- Five-week sabbatical after five years of employment
- Restricted Stock Units
- Open, casual, pet-friendly and fun office environment
- Free dog walking services for office pets during business hours
- Free medical health insurance for your pet (1 dog or cat)
- Paid time off to volunteer at nonprofit organizations
- Free on-site gym
About Trupanion:
We’re all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We’re focused on providing continuous training and support to all team members to encourage long-term happiness and success.
Take a look inside our office and see for yourself:
https://www.facebook.com/Trupanion/videos/10155423763702974/
Things We Value
- Caring: We care about each other.
- Adhocracy: An adhocracy is intentionally ‘adhoc’ instead of bureaucratic. Adhocracies value the ability to adapt quickly, flexibility and employee empowerment.
- Trusting: We trust one another with information
- Sincere: We do what we say and say what we mean.
- Devoted: We love pets.
- Original: We are innovative and fair.
- Genuine: We are free to express our true selves.
- Simple: Simple is better.
For more information about Trupanion, visit http://trupanion.com/about
Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
