Program Development Manager, Knowledge Management & Communications

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves. 

Trupanion is seeking a detail-oriented and highly organized Program Development Manager to lead internal communications, knowledge management, and process optimization initiatives for our North American Market team. This role ensures that our Territory Partners and internal teams have access to clear, accurate, and timely information, resources, and tools that support operational success.

In this role, you will manage the North American Market Teams and Territory Partner SharePoint page, manage documentation and upkeep of all processes, and manage department-wide and field communications, meetings, and announcements.

The ideal candidate is process-driven, support-minded, solutions-oriented, and has exceptional communication skills. You are someone who takes pride in maintaining resources and effective communication to ensure Territory Partners and internal North American Market team members are equipped with accurate, accessible, and effective information to drive success. You understand the importance of timely, accurate communications and thrive in a role where attention to detail, responsiveness, and cross-functional collaboration are key. 

This is a remote position open to candidates in the United States & Canada. 

Key Responsibilities: 

Knowledge Management 

• Lead the development, organization, and maintenance of key internal resource libraries and SharePoint knowledge base for Territory Partners & all North American Market Internal Teams.
• Ensure content is well-organized, regularly updated, accurate, and accessible.
• Define and implement best practice standards for documentation, resource management, and knowledge base audits.
• Collaborate with leadership and Team/Channel managers to ensure all team processes and resources are clearly documented and available to appropriate roles.
• Capture and standardize institutional knowledge from subject matter experts.
• Partner with leadership and end users to identify content gaps and improve knowledge base usability.

Internal Communications 

• Create and manage internal communications that inform and align field and channel teams on new programs, updates, resources, and key initiatives.
• Manage the Territory Partner Newsletter and department wide communications.
• Draft concise, actionable messages that support clarity, consistency, and adoption of new tools or processes. 
• Plan, facilitate, and recap department wide meetings – to include agenda topic planning with stakeholders, meeting content management, facilitating the meeting, and providing clear and detailed meeting recaps.
• Organize and run focus groups to gather feedback and inform content or process improvements.

Field Team Support and Collaboration 

• Partner with regional leaders and TPs to understand resource needs, pain points, and opportunities for support. 
• Respond to inquiries, escalate blockers, and ensure continuous feedback loops from the field into internal teams. 
• Help field teams feel informed, empowered, and connected to core initiatives. 

Process and System Optimization 

• Identify opportunities to streamline internal communication and knowledge-sharing workflows.
• Work cross-functionally with leadership, team managers, marketing, technology, learning & development, and program managers.
• Drive continuous improvement in internal processes for efficiency and scalability.

Skills & Experience: 

• 2+ years of experience in program management, communications, or operations roles. 
• Proven experience managing an internal knowledge base.
• Excellent written and verbal communication skills, with an ability to translate complex updates into clear, user-friendly messages.
• Highly knowledge of channel processes, programs, systems, and functions.
• Highly organized with excellent attention to detail and project management skills.
• Able to work independently without consistent oversight.
• Strong follow-through, accountability, and a customer service mindset.

Compensation: 

• The starting salary for this position is $80,000 CAD 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.  

Benefits and Perks:

• 25 holiday leave days.
• Five-week sabbatical after five years of employment
• Medical Insurance for a cat or dog
• Medical Conierge (Summus)
• Lifestyle Spending Account (LSA)
• Family Planning (Carrot)
• Employee Assistance Program
• Open, casual, pet-friendly, and fun office environment

Additional information:

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Model the team DNA always, believing that we can achieve great things together when we are:

• Caring: We are kind to each other and assume positive intent.
• Collaborative: We work together to achieve company goals (we not me).
• Courageous: We are determined, take risks, and make bold moves.
• Curious: We seek new information to continually better ourselves and our work.
• Honest: We believe candid communication leads to successful teamwork.
• Inclusive: We welcome and value all people and perspectives.
• Nimble: We readily adapt and evolve in pursuit of progress and innovation.

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided with reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.