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About Fetch At Fetch, we’re dedicated to helping pets live their healthiest and happiest lives. Our comprehensive insurance coverage is designed with modern pet parents in mind, and we’re proud to support the veterinary, shelter, and breeder communities. We believe in ensuring pets receive the best care possible and are committed to making that vision a reality every day.
Fetch is a high-growth Warburg Pincus portfolio company with an expanding team of over 350 pet-loving employees working together to shape the future of pet health and wellness.
About The Industry
The pet insurance industry is more important than ever, offering peace of mind and financial protection for pet owners. The sector is expanding quickly, fueled by growing awareness of the need for accessible, high-quality veterinary care. With advances in veterinary medicine, pets now have access to the most effective treatments available, making pet insurance an essential component of modern pet care.
Overview
About the Role
This role is responsible for overseeing teams who will drive breeder sales growth, increase retention rates, improve the early member experience by providing a personal concierge experience for our customers and potential customers, and ensure customers quickly realize the value of their Fetch coverage. You will oversee outbound engagement strategies, coach team members to deliver aggressive sales goals, exceptional customer experiences, and collaborate cross-functionally with Shelter Sales, Retention, and Member Experience teams to optimize onboarding performance and long-term policyholder satisfaction.
The ideal candidate is a people-first leader who thrives in a fast-paced environment, is passionate about coaching and performance development, and is motivated by building strong customer relationships while supporting pets and their families.
Location
Remote (U.S.)
Key Responsibilities
Breeder Growth
- Lead, coach, and develop the Breeder Sales team to meet and exceed growth targets, apply versatile strategies to meet customers needs, and apply strong sales tactics in an all-outbound sales environment.
- Manage daily outbound engagement operations, including calls, emails, callbacks, and onboarding campaigns for new policyholders.
- Monitor team performance, KPIs, and quality assurance standards to ensure a high level of sales growth and targets are met/exceeded.
- Develop and implement strategies to improve insurance attachment rates, working with the sales team and alongside partners to identify and execute opportunities for program improvement by leveraging unique customer journeys.
- Monitor partner performance and conversion, and work to improve via communication and collaboration with key strategic partners.
- Assure invoicing is accurate and timely for partners and meets budget CAC targets and spend allowance.
- Train, refine, and develop new and existing employees in outbound sales tactics and best-in-class conversion and retention strategies.
- Track and report on all KPIs by channel, team and individual sales agent.
Sales Success
- Lead, coach, and develop the Shelter Sales Success team to achieve retention, engagement, and onboarding goals.
- Drive retention performance across shelter partner channels by reducing early policyholder churn and improving onboarding success metrics.
- Manage daily outbound engagement operations, including calls, emails, callbacks, and onboarding campaigns for new policyholders.
- Monitor team performance metrics, KPIs, and quality assurance standards to ensure a high level of customer experience and operational excellence.
- Develop and implement strategies to improve early customer engagement, including but not limited to: self-service portal adoption, the Fetch claims process, understanding of Fetch policies and the benefits of pet health coverage, perks utilization, and awareness of other Fetch member benefits.
- Partner closely with Shelter Sales, Retention, Member Experience, and Operations teams to ensure a seamless and consistent customer journey.
- Analyze trends, reporting, and customer feedback to identify opportunities for process improvement, call contact rate increase, call talk time efficiencies, and retention optimization.
- Support the creation and execution of onboarding workflows, communication strategies, and engagement initiatives.
- Provide ongoing coaching, feedback, and professional development opportunities to team members.
- Ensure accurate documentation of customer interactions, onboarding outcomes, and performance data within company systems.
- Maintain deep knowledge of Fetch products, programs, shelter partnerships, and member offerings.
- Foster a positive, collaborative, and pet-loving team culture focused on accountability, empathy, and continuous improvement.
Qualifications
- 3+ years of leadership or management experience in sales, customer success, retention, member experience, or call center operations.
- Experience managing outbound engagement or customer onboarding teams preferred.
- Strong coaching, communication, and employee development skills.
- Proven ability to drive a sales organization to exceed sales goals, retention, engagement, and customer satisfaction performance metrics.
- Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Strong analytical and problem-solving capabilities with a data-driven mindset.
- Proficiency with CRM systems, reporting tools, and customer engagement platforms.
- Strong technical skills.
- Experience working cross-functionally with sales, operations, or customer support teams.
- Passion for pets and commitment to delivering exceptional customer experiences.
What You’ll Bring to Fetch
- A customer-first mindset with a passion for helping pet parents succeed.
- Strong leadership presence with the ability to motivate and inspire teams.
- A proactive, solution-oriented approach to improving processes and outcomes.
- Empathy, adaptability, and the ability to thrive in a growing, mission-driven environment.
Compensation
- The pay range for this position is $115,000 – $125,000 on a full-time basis
- Along with base salary, your position may qualify for additional bonuses
- This position is eligible for the Company’s bonus plan(s)
Why Join Fetch
- Be part of a mission-driven company that values creativity, innovation, transparency, and collaboration
- When in office, enjoy complimentary lunch daily, and pets are always welcome
- Join a team that genuinely cares about creating a positive, inclusive work environment where everyone can thrive
Benefits & Perks
At Fetch, we recognize the importance of work-life balance and prioritize our employees’ mental health and well-being, ensuring everyone can flourish both professionally and personally. Not just pets, we want our employees to live their best lives too — here at Fetch, you have access to the valuable benefits listed below.
- Comprehensive Medical, dental, and vision plan for you and your family
- Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available
- Highly competitive 401(k) matching
- Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with Fetch, for a maximum of 30 days
- Paid company (9) holidays, including (1) floating holiday
- Fetch Pet Insurance discount – up to 50% off, up to $1,000 savings/year
- Educational Assistance Program
- Fetch Discount Perks Program
- Volunteering – earn up to 8 hours per calendar year at nonprofit organizations
- NYC Office Amenities: Pet-friendly environment, free lunch, snacks, and additional amenities; transit accessible
- Employee Referral Incentive
- Tuition Assistance
- Commuter Benefits
- Employee Assistance Program (EAP)
Pay Range
$115,000 – $125,000 USD
Recruiting Fraud Alert
At Fetch, your personal information and online safety are paramount. Please be aware that only Fetch Recruiters and Hiring Managers will contact you regarding your application or background. All official communications from Fetch employees will originate from a fetchpet.com email address. You will never be asked for payments, financial details, or sensitive information like social security numbers by our Recruiters or Hiring Managers.
EEO Statement
Fetch is proud to be an equal opportunity employer.
We’re committed to building a workplace that reflects the diversity of pet parents everywhere—hiring and developing individuals from all backgrounds and experiences to strengthen our inclusive, collaborative culture. We welcome applications from all qualified candidates regardless of race, color, religion, national origin, sex, gender, age, marital status, appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, student status, political affiliation, military or veteran status, citizenship, genetic information, or any other status protected by law. Fetch will provide reasonable accommodations for individuals with disabilities throughout the hiring process.
If you need assistance or an accommodation to apply, please contact us at people@fetchpet.com
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