Vice President, Enterprise Applications (Growth & Retention)

The Vice President of Enterprise Applications (Growth & Retention) is a strategic leadership role responsible for overseeing the development, implementation, and management of enterprise applications that support our 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 area. You will have a hybrid remote/in-office schedule, working from our casual, pet-friendly office at least three 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. Qualifications & Experience:12+ years of experience in IT leadership roles, most recent experience as a VP level or higher, preferably in the insurance industry. Strong expertise in CRM (Dynamics, Salesforce, HubSpot, or equivalent), marketing technology, digital self-service portals, and customer engagement tools. Experience leading large-scale digital transformation and cloud-based enterprise application deployments. Proven experience with insurance enterprise applications, including policy administration, underwriting, CRM, lead management, and marketing automation platforms. Knowledge of pet insurance compliance requirements (GDPR, SOX, State regulations). Familiarity with API-driven architectures, integrations with InsurTech solutions, and cloud platforms. Excellent stakeholder management, communication, and leadership skills. Preferred Qualifications:Experience with marketing and sales business processes and tech stacks  Knowledge of AI-driven automation for lead generation, policyholder retention, and claims processing. Strong background in customer data analytics and business intelligence tools. Bachelor’s or Master’s degree in Information Technology, Business Administration, or related field. Compensation:The pay range for this position is $190K - $220K, 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.