Client Experience Director

VetEvolve•Baltimore, MD

About The Position

VetEvolve is a people-first organization that provides industry know-how and reliable support to veterinary teams, enabling them to deliver exceptional patient care. We focus on creating a genuine, supportive, people-focused environment that prioritizes each individual to ensure they are achieving their career goals and are fulfilled personally, professionally, and financially. Our culture is driven by the core values Serve, Evolve, and Trust, and every day our mission is to make things better for veterinary professionals. Hear why our veterinarians are "Happy Here" on our videos page! Position Summary: The Client Experience Director leads the strategy, standards, and execution of exceptional client service across a multi-clinic veterinary organization. This role ensures consistency and efficiency in delivery across the enterprise that strengthens client loyalty, workflows, and drives sustainable growth. The position partners closely with field operations, marketing, IT, training, and leadership to elevate the end-to-end client journey. This role also serves as the enterprise owner of centralized and in-practice client experience programs, including outsourced and remote call center operations, workflow optimization, and performance improvement initiatives across the client lifecycle.

Requirements

10+ years of progressive experience in client experience, call center operations, or service operations leadership, including 5+ years overseeing outsourced (BPO) vendor relationships
Bachelor’s degree in Business, Operations, or related field required; MBA or relevant master’s degree preferred
Proven success building and scaling client experience or call center functions in a multi-site, high-growth environment; experience in healthcare, veterinary, or multi-unit service organizations required
Demonstrated expertise in vendor selection, contract negotiation, performance management, vendor governance, and SLA enforcement
Deep expertise in KPI management and workforce optimization, with strong analytical skills and the ability to translate data into actionable insights
Strong experience developing and operationalizing SOPs, training programs, quality assurance frameworks, and call scripting in collaboration with internal stakeholders and external vendors
Hands-on experience with modern contact center platforms and tools, including knowledge of AI, IVR, and chatbot integration
Proven ability to lead cross-functional initiatives and influence stakeholders at all levels, translating business goals into scalable support center operations
Exceptional interpersonal, leadership, and communication skills, with a track record of effective partnership across multiple functions and levels

Nice To Haves

Experience in a private equity-backed or consolidation-focused organization strongly preferred

Responsibilities

Monitor KPIs and develop enterprise and practice specific action plans for growth, retention, online engagement, practice and remote call center performance, and service consistency
Leverage analytics and reporting to identify trends, risks, and opportunities impacting client experience and business outcomes
Serve as the voice of the customer, ensuring insights are shared and actioned across the organization
Accountable for programs to address areas of opportunity including but not limited to schedule optimization, forward booking, remote call center and CSR conversion, online pharmacy, and direct booking for clients
Expand the scope of centralized and remote support functions through cross-functional partnership with Operations, Marketing, Clinical, and Technology teams
Select, onboard, and manage outsourced (nearshore and offshore) call center partners
Define and enforce SLAs and contractual obligations, ensuring partner accountability
Conduct regular business reviews and performance assessments with vendor leadership
Develop and maintain call center SOPs, workflows, training programs, and call scripts aligned to veterinary service needs
Implement QA processes to ensure compliance with service and experience standards
Partner with field operations to determine optimization and implementation of workflows for centralized support and tool kits and training for in practice workflow
Collaborate with Training to ensure consistent execution across centralized and in-practice teams
Partner with IT to evaluate and implement enabling platforms, including telephony, CRM, workforce management, and automation tools
Conduct experience audits and partner with regional managers and practice leadership to implement and monitor rapid process improvement
Lead change management efforts to drive adoption of new workflows, tools, and service standards
Provide strategic guidance on client experience trends, service innovations, and operational best practices