Category Operations Manager, Pet Insurance

About Oyen Pet Insurance

Oyen is Malaysia's pioneering digital pet insurance platform: offering seamless, tech-enabled protection and healthcare benefits for pet owners. Our platform combines digital-first customer experiences with smart underwriting, claims automation, and partner integrations.

Since inception, we have provided close to RM500M worth of pet insurance protection, helping pet parents afford quality veterinarian care for their fur-kids.

Insurance Agency/Broker Network Group

Oyen Pet Insurance is a part of an insurance broking/agent network group of that provides general insurance broking services to our partners in commercial risk, specialty personal lines, for SMEs, large corporates and multi-national companies.

Our platform provides sales and marketing, tech and IT solutions that enable the success of other insurance brands in the consumer retail and corporate sector. You will be part of a broader group and team that specialise in and servicing other insurance services like in the luxury collection space, security guard industry, logistic industry, property and engineering, and many more.

We're backed by leading early-stage investors such as Iterative and Hustle Fund, as well as former and current executives from Silicon Valley companies like Airbnb, Meta, and Rocket Internet.

Why should you join us?

• If you love pets and want to be the pioneer in developing the pet healthcare industry through our pet insurance product.
• If you love building communities and grow them organically.
• If you want to be a part of advancing the landscape of veterinary practice in Malaysia and the region.
• If you are interested in disrupting a US$5 trillion dollar industry and be at heart of the action of the one in a lifetime transformation of insurance going digital.
• If you want to work with experienced and passionate entrepreneurs who have built and witnessed hypergrowth in big tech companies like Airbnb, as well as leaders with experience working as venture builders for a large Malaysia telco company.
• If you enjoy working in a high paced environment with some uncertainties but high opportunities and free to experiment and make mistakes that you can learn from.

About the Role

We're looking for a resourceful and proactive Category Operations Manager to own the operational backbone of our pet insurance business.

This role is perfect for someone who thrives on variety, loves solving problems, and doesn't need a rigid job description to know what needs to get done. You'll be the connective tissue between teams, partners, and processes, ensuring nothing falls through the cracks as our business scales.

You'll work closely with our Pet Insurance Lead and team on day-to-day operations while also supporting growth and marketing initiatives that keep Oyen top-of-mind for pet owners across Malaysia.

Here's the thing:

Most of our operations are already well-established and running smoothly. We have tested processes, clear workflows, and a strong foundation built over the past few years. What we need now is someone to be the
glue,
the person who ensures all these moving pieces stay coordinated, that handoffs happen seamlessly, that nothing gets dropped when someone is on leave, and that small gaps get spotted and fixed before they become big problems.

Think of this as the "final mile" role: the systems work, but they need someone to make sure they work together, every single day and keep improving them.

Quality Control & Operations Monitoring

• Work alongside our customer team and team lead in customer interaction quality and SLA
• Conduct weekly reviews of key metrics with the team
• Identify operational gaps before they become problems and proactively address them ideally though automation or AI

Vendor & Partner Coordination

• Manage platform and optimise our AI agent for sales and support conversations
• Build and maintain working relationships with external vendors and service providers
• Coordinate parcel packing and logistics with our external vendor

Vet Relationship & Community Management

• Maintain and strengthen relationships with our veterinary clinic partners
• Coordinate vet portal onboarding and training for new clinic partners
• Gather vet feedback and surface insights to improve our product and partnership

Marketing & Growth Management

• Scope, hire, and manage freelancers for content creation, SEO, email marketing, and social media
• Brief freelancers on projects, manage deliverables, and integrate outputs into our marketing tools
• Coordinate marketing experiments and track their impact
• Manage small-scale campaigns and initiatives that keep Oyen visible in the market

Documentation & Process Improvement

• Maintain operational playbooks and standard operating procedures
• Document institutional knowledge and ensure it doesn't live only in people's heads
• Suggest and implement process improvements based on what you observe day-to-day
• Create clear backup protocols so the business runs smoothly even when people are away

What We're Looking For

Must-haves:

• 3-5 years of experience in operations, project coordination, business operations, or marketing operations
• Proven ability to juggle multiple priorities and stakeholders without dropping the ball
• Strong organisational skills and exceptional follow-through: you say it, you do it
• Comfortable with ambiguity and being a generalist (you'll wear many hats)
• Good written communication skills
• Self-directed problem solver who doesn't wait to be told what to do

Nice-to-haves:

• Experience in insurance, pet industry, or consumer-facing digital products
• Prior vendor or freelancer management experience
• Marketing operations or growth operations background
• Comfortable with tools like CRMs, chatbots, spreadsheets, and project management software
• Have experience using AI tools such as ChatGPT and Claude beyond just simple prompting, or even better, vibe-coded something before

What success looks like in this role:

• Operations run smoothly even when key people are on leave
• Customer support quality remains consistently high
• Vets feel engaged and valued as partners
• Marketing initiatives actually get executed
• Nothing important falls through the cracks
• You proactively spot and solve problems before anyone else notices them

Don't worry if this scares you a little
- if you consider yourself pretty organised, structured, is someone who can think well on your feet, is resourceful, even if you don't really understand or meet the criteria above, you can learn everything from us and we'll be happy to teach and guide you

What You'll Get

• Ownership from day one:
  This isn't a "wait for instructions" role. You'll have real responsibility and autonomy.
• Impact:
  Your work directly enables the team to scale and helps thousands of pet owners access better care.
• Learning
  : Work alongside experienced operators and leaders who've built products at scale.
• Flexibility:
  We care about outcomes, not face time. Work smart, not just hard.
• Growth:
  As Oyen grows, this role can evolve into more specialised areas (operations, marketing, partnerships) based on your strengths and interests. Beyond Oyen, you also have the opportunity to expand your skillset into our other portfolios in our group