Director, Partner Support & Engagement

Director, Partner Support & Engagement

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.

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

Expanding veterinary portal use.

Partner Relationship Development

Operational Excellence

Team Leadership & Development

Qualifications :

Leadership Competencies :

Compensation :

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 are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.