What are the responsibilities and job description for the Web Production Manager position at Trupanion?

Job Description

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.

Join Our pet-loving team :

The Customer Marketing team builds effortless member experiences that help educate and support our members. We are a creative group and masters of data-based decision-making. As a Web Production Manager , you’ll report to the Director of Customer Marketing and focus on the loyalty and retention of our nearly one million pet owners.

A day in the life : As a member of the Customer Marketing team, you’ll have the opportunity to make an immediate impact on the rapid growth of our company by owning, improving, and maintaining our members’ online account platform (known internally as Member Portal) and our companion mobile app. You will own and manage the full digital release lifecycle, from feature planning to the publishing workflow and performance analysis working with our Technology teams. This role will be the primary business owner of Member Portal and the mobile app – core platforms that our members use every day to manage their Trupanion policy and submit claims for their pets

The ideal candidate is someone who is a strong communicator and project manager with a deep commitment to user experience. We’re looking for someone who takes clear ownership over everything they manage and who is curious and passionate about making every digital touchpoint with users the best it can be. A successful candidate for this role will thrive in a fast-paced environment, provide transparent lines of communication, and continually look for new opportunities for action from operational insights and reports. You must be a detail-oriented individual who can problem solve and adapt quickly.

You will support front-end ownership of our Member Portal and companion mobile application platforms including the feature roadmaps and all related reporting to evaluate success.

This position is open to candidates in the 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.

Your responsibilities include :

Manage ownership, updates, and maintain front-end functionality and content for member-facing digital platforms in 3 languages via CMS and in partnership with developers.
Manage and facilitate content updates to support member content strategy, policy changes, business partnerships, and language support across member-facing digital platforms
Manage and oversee continuing portal and mobile app sustainment and optimization projects.
Work with UI / UX designers to define and continually optimize user experience for member portal and app
Manage oversight of digital member journey, paying close attention to UX copy, information architecture, imagery and copy consistency, and compliance and legal requirements
Partner closely with key stakeholder teams, including Technology, Compliance, and Claims teams, to create an end-user experience that supports multiple goals across the business while also prioritizing user experience.
Monitor key stakeholder and member feedback and use independent critical assessment in order to create and comprehensive solutions to address and manage complex business problems using Member Portal.
Manage QA testing before each feature release. Support development teams with UAT (user acceptance testing).
Manage, ownership and delivery of user analytics reporting for member portal and mobile application performance.
Actively engage business and technical partners on production status through superb communication, and pro-active management of project plans / timelines, content requirements and success criteria, and status reports.
This role requires the ability to manage seamless communication and own relationships with multiple stakeholders across the business to keep them apprised of release schedules, user analytics, and future feature roadmap plans.

Experience :

Minimum 5 years of digital product management experience

Project management experience required

Experience with technology sprint management

Experience with GA4

Experience using project management software; JIRA and Asana preferred

Experience editing and publishing within a website CMS. Sitefinity experience preferred.

Experience with localization and multilingual user experiences

Background in insurance products is a plus

People management experience preferredThough this role won’t have any direct reports to start, there will be future opportunities for management.

Skills, Knowledge & Abilities :

Demonstrated ability to own and manage digital products and projects, balancing end-user needs and business goals

Ability to think critically and problem solve quickly, taking into account multiple points of view and managing risk

Ability to take quick action when needed with a keen attention to detail

Exceptional organizational skills

Exceptional communication skills to effectively collaborate with multiple teams and stakeholders across the business

Critical listening and comprehension skills

Ability to effectively manage and / or support multiple projects at once and know how to prioritize against resourcing, business goals, and member needs

Willingness to learn software / tools / methodologies including project management software, backend systems integration, marketing automation platforms, and CMS tools

Experience fostering a positive and productive work environment and building strong rapport with colleagues

Develop deep knowledge of our members and their needs

Advocate for delivering an exceptional member experience

Strong Communication and ability to own key relationships well with various partners across the company, including Technology, Legal, Claims, and Creative teams

Adapt and thrive in a fast-paced, high-growth, ever-evolving environment

Use data to make decisions and drive performance

Use experience to drive innovation and manage and lead key initiatives and projects

HTML and CSS

Compensation :

The pay range for this position is $95,000 - $105,000 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.

Additional Information

Benefits and Perks :

Full medical, dental, and vision benefits at no cost to the employee

Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)

Five-week sabbatical after five years of employment

Open, casual, pet-friendly, and fun office environment

Free medical health insurance for your pet (1 dog or cat)

Paid time off to volunteer at nonprofit organizations

Seattle Office Amenities : Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

Salary : $95,000 - $105,000

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