Description

The American Veterinary Medical Association (AVMA) Administrative Services, LLC is seeking a Head of Business and Personal Insurance Products and Research  to join our leadership team headquartered in Schaumburg, IL, a northwest suburb of Chicago.  The entity provides access to professional liability insurance, life and disability coverage, financial services, Association Health Plans, and Association Retirement Plans as well as other important benefits to the 108,000+ members of the AVMA.  Structured to work for its members, AVMA acts as a collective voice for its membership and for the veterinary profession.  AVMA’s mission is to lead the profession by advocating for our members and advancing the science and practice of veterinary medicine to improve animal and human health.

Partnering with the CEO, the Head of Business and Personal Insurance Products and Research is responsible for designing, executing, and continuously improving the end-to-end products and overall experience for members across all touchpoints. This role ensures that all products—commercial, life, and medical insurance—are delivered in a way that is seamless, valuable, and aligned with the organization's mission. This position will lead cross-functional teams to enhance satisfaction, retention, and product engagement through insights, innovation, and operational excellence.  In addition to providing world class overall experience to members of AVMA. The goal of the Head of Business and Personal Insurance Products and Research position is to provide consistently exceptional member experience through the development and enhancement of its member insurance product offerings from the AVMA Trust.

The Head of Business and Personal Insurance Products and Research will focus on member engagement, penetration, and retention of members by providing access to best-in-class products and services that will delight and enhance AVMA members.  

The Head of Business and Personal Insurance Products and Research will also manage the members of the products and research Team along with current product portfolio performance and work with strategic partners to implement new products and services that appeal to AVMA members, their staff and family members.

The Head of Business and Personal Insurance Products and Research will implement strategic solutions for obstacles and opportunities for innovation so the business continues to grow, and member experience evolves.  They will also act as a trusted advisor to AVMA Trust CEO to uncover and mine new opportunities with existing partners and cultivating value added relationships.

 Continuously assessing and monitoring the member experience by partnering with AVMA and conducting primary or secondary market research and competitive intelligence to implement improved processes, technology solutions and other improvements as needed to enhance the member experience with the Trust.

Key Responsibilities:

Product and Research Member Experience Strategy

• Develop and own the member experience strategy aligned with organizational goals.
• Create standardized journey maps across product lines to identify friction points and opportunities.
• Lead voice-of-member (VOM) initiatives through surveys, interviews, and feedback channels.
   

Product Oversight

• Collaborate with product managers and insurance carriers to ensure offerings meet members’ needs.
• Analyze product performance and usage data to drive improvements or reposition underperforming products.
• Champion innovation in product delivery and member value communication.

Cross-Functional Leadership

• Coordinate with marketing, customer support, IT, and compliance to deliver cohesive experiences.
• Support AVMA Trust Board as staff liaison
• Serve as member advocate in leadership discussions and product planning sessions.
• Ensure product materials (digital, print, and agent scripts) are accurate, accessible, and engaging.
• Provide liaison / staff support to the Board committees as needed.

Metrics & Performance

• Establish KPIs for member satisfaction, Net Promoter Score (NPS), complaint resolution time, and engagement.
• Report monthly on experience trends, product uptake, and operational feedback loops.
• Manage escalation protocols and oversee resolution of complex member issues.

Salary Estimate Base Range: $145,000 - $165,000 

Compensation decisions take into account a wide range of factors, including but not limited to relevant experience, skills, certifications, geographic location, business needs, & organizational policies. In addition to those factors, we believe in the importance of pay equity & consider internal equity of our current team members as a part of any final offer.

Benefits: The AVMA Trust offers a robust benefits package with access to health, dental, vision, life, AD&D, short-term disability, & long-term disability insurance; FSA & HSA plans; generous vacation & sick time; 11 Paid Holidays, an Employee Assistance Program (EAP) and 401(K) retirement plan; paid dues for the AVMA, one local VMA, and state licensure. 

Deadline for application is 09/17/25. Application must include cover letter, resume, & salary requirements. Submit to: [email protected]

eoe/m/f/d/v

Requirements

This role may require some travel. To be successful in this role, you must be highly organized, collaborative and passionate about the Trust’s growth strategy and mission of serving and the veterinary profession.  Additional qualifications include:

•  BA/BS degree in Marketing or Business Administration
• 15 years of customer experience, product management, or service delivery preferably in insurance or membership-based organizations, related business experience; association experience is a plus
• Experience working with third-party administrators of benefit platforms
• 8-12 Years of management/ supervisor experience
• Minimum of 10-15 years insurance experience with life, disability, health, property, casualty, and professional liability insurance
• Life and Health and Property Casualty Licensing
• Member of PIMA a plus, knowledge/experience with the veterinary profession or other medical professions highly desirable
• Experience leading teams and cross-functional initiatives
• Excellent verbal and written communications skills
• Proficient in CRM and experience management platforms (Salesforce, Zendesk and Qualtrics)
• Data-driven mindset with working knowledge of KPIs, dashboards, and member analytics
• Must have strong computer skills (Word, Excel, PowerPoint) Strong time management and analytical skills