Director, Customer Experience Commercialization - Mission Pet Health

About the role

We’re seeking a strategic and results-driven Customer Experience Commercialization to own the adoption, utilization, and performance of marketing technology across our veterinary hospital network. This role is responsible for ensuring that the tools and platforms deployed, such as call technology, listings management, and CRM-driven capabilities, are consistently used, fully adopted, and delivering measurable value across locations.

Responsibilities

• Marketing Technology Adoption (Primary Ownership)

• Own adoption, utilization, and performance of all technologies across the hospital network
• Establish clear success metrics (e.g., adoption rate, usage consistency, feature utilization)
• Identify gaps in adoption and develop strategies to increase usage across locations
• Drive consistency in how technologies are used to ensure maximum effectiveness

• Growth & Utilization Strategy

• Develop and execute strategies to increase adoption and deepen usage of technologies
• Identify opportunities to expand usage across additional locations, teams, or workflows
• Address adoption plateaus and drive sustained growth over time

• Operator Enablement & Change Management

• Design and implement scalable training, playbooks, and best practices for field teams
• Ensure hospitals understand how and when to use each technology to drive outcomes
• Identify and remove friction points that prevent consistent usage
• Reinforce adoption post-rollout to ensure long-term success

• Cross-Functional Collaboration

• Partner with CRM & Marketing Technology teams to translate adoption strategies into lifecycle campaigns and targeted engagement
• Collaborate with Go-To-Market teams to ensure smooth transition from launch to sustained usage
• Work with Operations teams to align technology usage with real-world workflows
• Partner with Analytics to measure performance and identify improvement opportunities

• In-House Product Advisory (Consultative)

• Provide insights to Product and Engineering teams on adoption trends, usage gaps, and performance drivers
• Identify opportunities to improve usability, workflows, and product-market fit
• Contribute to prioritization discussions by representing the voice of end users
• Support post-launch optimization of in-house technologies through data and field insights

• Insights & Continuous Improvement

• Analyze usage data and performance trends across technologies
• Identify opportunities to improve adoption, consistency, and overall impact
• Establish feedback loops to continuously improve technology performance across the network

Qualifications

• 8–12+ years of experience in product, product marketing, growth, strategy, or related roles
• Proven experience driving technology adoption or product usage at scale, ideally in multi-location environments
• Strong ability to translate tools and capabilities into clear value and actionable usage strategies
• Experience working cross-functionally with Product, Marketing, Operations, and Analytics teams
• Analytical mindset with the ability to interpret data and drive decisions
• Excellent communication and stakeholder management skills
• Experience in healthcare, multi-location, or franchise-like business models
• Familiarity with marketing technologies (CRM, CDP, call tracking, etc.) and how they impact customer experience
• Experience influencing product improvements based on user behavior and feedback
• Must reside in the Atlanta, Georgia metro area