Client Experience Manager

About the role

The Client Experience Manager leads the Client Services team and works collaboratively with hospital leaders to support a positive and consistent client experience. This role promotes compassionate communication, exceptional service delivery, effective service recovery, and hospitality standards to help ensure clients feel welcomed, informed, supported, and confident in their pet’s care. The manager partners closely with medical and operations leadership to improve consistency, address client experience opportunities, and foster a culture of hospitality and compassion throughout the hospital.

Responsibilities

• Support and continuously enhance client experience programs, service standards, and communication practices.
• Serve as a champion for the client experience and partner with hospital leaders to promote consistency across client-facing interactions.
• Monitor, refine, and reinforce communication, follow-up, and service recovery processes.
• Honor and support the euthanasia and bereavement process with dignity, privacy, and compassion.
• Establish and maintain a presence in the lobby and be accessible to clients and staff to foster a positive environment.
• Partner with medical, nursing, and operations leaders to support consistent communication and service standards across departments and services.
• Maintain and refine client communication standards and resources for key client interactions, including intake, updates, discharge, and financial conversations.
• Respond to client escalations and lead service recovery efforts.
• Address client inquiries, concerns, and complaints promptly, professionally, and compassionately.
• Identify opportunities to improve client satisfaction using feedback, service trends, and client experience data.
• Ensure Client Services teams consistently follow established registration, check-in, check-out, and payment collection processes to support an accurate and efficient client experience.
• Ensure appropriate financial controls, cash handling procedures, and payment collection standards are followed within Client Services functions.
• Partner with Finance and hospital leadership to address client payment concerns, financial exceptions, and outstanding balances in accordance with hospital policies.

Requirements

• Bachelor’s degree in Business or a related field, or an equivalent combination of education and relevant professional experience.
• Minimum of three (3) years of experience in client experience, hospitality leadership, patient relations, or customer service management.
• At least three (3) years of supervisory or people management experience.
• Proven ability in communication, service recovery, and client issue resolution.
• Demonstrated experience leading, coaching, and developing client-facing teams.

Qualifications

• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!
• Experience in a veterinary or healthcare hospital setting.
• Experience developing, implementing, or facilitating training programs.

Skills

• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Ability to manage multiple priorities and adapt to changing environments.
• Proficient in Microsoft Office Suite.

Benefits

• Medical, Dental, and Vision
• 401(k)
• Employee Assistance Program (EAP)
• Continuing Education (CE) + Free Vetbloom (RACE-approved CE) access
• Paid Time Off: Sick Days, Vacation Days, Bereavement Leave
• Disability & Life Insurance
• Employee Pet Discount
• Referral Program

Pay

$80,000 - $100,000 based on experience and skills brought to this role

Schedule

Full-Time- Monday – Friday