Customer Onboarding Specialist - Senior

About the position

PetPartners Inc., part of the IPH family, is seeking a Senior Customer Onboarding Specialist – Insurance to join our Operations team. This senior-level role is critical in ensuring a seamless onboarding experience for new and renewing group insurance clients, driving operational excellence and client satisfaction across all lines of business. Reporting to the Manager of Operations Business Processes, the ideal candidate will bring insurance-specific expertise and experience in group implementation, benefit configuration, and partner communications. This individual will serve as a cross-functional liaison between clients, technology partners, producers, and internal stakeholders to manage the end-to-end onboarding and implementation process for group pet insurance and employer-sponsored offerings.

Responsibilities

• Lead complex onboarding initiatives for employer group customers, including new business and renewals.
• Own the end-to-end implementation process—from intake to post-launch support—ensuring a smooth transition into ongoing administration.
• Act as the primary point of contact for clients, producers, TPAs, and internal teams during onboarding.
• Configure rates, benefit plan designs, commission structures, and eligibility rules in internal administration platforms.
• Collaborate with Underwriting, Compliance, Legal, Product, and Technology teams to ensure all implementation elements meet regulatory and operational standards.
• Schedule and lead onboarding meetings, kickoff calls, and stakeholder reviews with internal and external contacts.
• Proactively monitor system performance and troubleshoot issues during onboarding and beyond.
• Support system testing, documentation, and training for new platform releases and enhancements.
• Contribute to process improvement efforts, identifying opportunities to streamline implementation workflows and improve customer experience.
• Serve as a subject matter expert for group onboarding within the insurance vertical.
• Provide mentorship and informal guidance to junior onboarding specialists.
• Additional duties and special projects as assigned.

Requirements

• 5+ years of experience in insurance operations, customer onboarding, or implementation roles—preferably within group benefits, health insurance, or pet insurance.
• Proven experience managing B2B client relationships, preferably in the employer group or broker/TPA environment.
• Deep understanding of insurance product setup, enrollment, and eligibility processes.
• Excellent communication and project management skills with demonstrated ability to manage multiple complex onboarding projects.
• Strong proficiency in Microsoft Office (Excel, Word, PowerPoint); experience with policy admin systems or CRM tools preferred.
• High attention to detail, analytical mindset, and the ability to work independently in a remote environment.
• U.S. residency required.

Nice-to-haves

• Experience working with third-party administrators, payroll platforms, or benefit enrollment systems.
• Familiarity with pet insurance or voluntary employee benefits is a plus.
• Experience with software testing and UAT processes.
• Ability to influence cross-functional stakeholders and lead meetings with clients and executives.

Benefits

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)