Director of Client Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and take charge of the enterprise client experience strategy, covering every phase of the client lifecycle: awareness, initial visit, ongoing support, end-of-life, and loyalty.

• Create scalable and replicable programs for Hospital Directors and Client Experience Managers to implement effectively, irrespective of hospital size, specialty mix, or team maturity.

• Establish and uphold enterprise-wide service standards, client communication frameworks, and experience blueprints that embody Veritas values.

• Direct comprehensive journey mapping to uncover friction points, gaps in care communication, and unmet client needs, translating insights into prioritized improvement initiatives.

• Collaborate with Marketing, Operations, and Medical leadership to ensure alignment of the client experience strategy with clinical excellence, brand identity, and business goals.

• Formulate and uphold the enterprise framework for end-of-life and bereavement communication, including structured protocols for euthanasia discussions, aftercare coordination, and follow-up outreach, while ensuring Hospital Directors and Client Experience Managers are trained and supported for consistent execution.

• Set and maintain enterprise standards for accessible client communication, encompassing language access resources, accommodation protocols for clients with disabilities, and plain-language guidelines for medical communication.

• Design, manage, and continuously enhance the enterprise client experience training curriculum, which includes service standards, client communication, empathy-based techniques, service recovery, and end-of-life discussions.

• Create training in formats suited for various roles and scalable across all hospitals, utilizing in-person, virtual, and on-demand delivery methods.

• Work alongside Hospital Directors and People and Culture Operations to integrate training into onboarding programs for all client-facing roles, ensuring new hires consistently achieve proficiency benchmarks across the network.

• Develop coaching toolkits and peer-learning resources that empower Client Experience Managers to facilitate ongoing team development.

• Evaluate training effectiveness via pre/post assessments, client satisfaction metrics, and observational audits; revise curriculum based on outcomes.

• Establish and maintain enterprise standards for inbound telephone communication, including call handling protocols, execution of service standards, and scheduling efficiency; partner with Hospital Directors and Client Experience Managers to ensure consistent application across all client-facing teams.

• Act as the enterprise resource for client experience innovation, consistently exploring veterinary, human healthcare, and hospitality sectors for emerging practices, tools, and technologies.

• Identify and pilot new communication methods, wait-time management strategies, digital touchpoints, and post-visit engagement approaches; scale successful pilots throughout the network.

• Set and monitor client experience KPIs such as client satisfaction scores, Net Promoter Score, service recovery rates, and retention metrics; provide regular performance updates to executive leadership.

• Conduct root-cause analysis on recurring service failures and client dissatisfaction trends; develop corrective action plans network-wide with clear ownership and timelines.

• Advocate for the adoption of technology solutions, including practice management enhancements, client communication platforms, and feedback tools that enhance both client and team experiences.

• Oversee the enterprise client feedback governance policy, which includes standards for monitoring and responding to online reviews, documenting complaints, resolution timelines, and escalation thresholds prompting involvement from hospital or enterprise leadership.

• Collaborate with Hospital Directors at each location to assess client experience performance, pinpoint gaps, and co-create tailored improvement plans for each hospital.

• Assist Hospital Directors in leveraging client experience as a catalyst for reducing diversions, increasing compliance with recommended care, and capturing ancillary revenue opportunities.

• Provide consultation and data analysis to enable hospital leaders to connect client experience performance with business outcomes, including appointment volume, average transaction value, and client retention.

• Promote peer learning and best-practice sharing within the Hospital Director and Client Experience Manager community, fostering a network-wide culture of service excellence.

• Represent client experience perspectives in enterprise-level operational and strategic planning discussions, ensuring the client voice informs decisions across the network.

• Partner with Medical Directors and hospital leadership to establish and monitor communication standards for referring veterinarians, including case update protocols, timely discharge summaries, and follow-up on referral relationships, acknowledging that the referring DVM experience directly impacts hospital reputation and case volume.

• Develop and maintain enterprise standards for client experience staffing models, including role definitions, span-of-control benchmarks, and minimum coverage requirements for client-facing positions.

• Collaborate with Hospital Directors and People and Culture Operations to assist in workforce planning for client experience teams, including recommendations for headcount, succession planning, and pipeline development for the Client Experience Manager role.

• Analyze scheduling data across hospitals to detect patterns affecting client wait times, phone response rates, and discharge efficiency; recommend and support the implementation of improved scheduling frameworks.

• Create staffing benchmarking tools that allow hospitals to align client experience team size with patient volume, service mix, and client satisfaction targets.

• Support Hospital Directors in managing peak-demand periods through surge staffing strategies and cross-training programs that enhance scheduling flexibility.

• Travel to Partner Hospitals approximately 50% of the time, conducting site visits that encompass team observations, leadership coaching, workflow assessments, and support for program implementation.

• Build trusted relationships with Hospital Directors, Client Experience Managers, clinical leaders, and frontline team members to remain attuned to operational realities.

• Facilitate enterprise-level client experience forums, workshops, and leadership retreats that foster network cohesion and align the organization around shared service standards.

• Serve as the primary point of escalation for complex, network-wide client experience issues requiring enterprise-level response or policy clarification.

⛳️ Requirements

• At least seven years of progressively responsible experience in client experience, patient experience, or service excellence roles, including a minimum of three years in a multi-site or enterprise-level context.

• Proven experience in designing and implementing scalable client or patient experience programs across multiple locations, business units, or service lines.

• Demonstrated ability to build, facilitate, and assess training programs that enhance frontline service performance at scale.

• Strong analytical skills with the capability to interpret client satisfaction data, identify trends, and convert findings into actionable recommendations.

• Experience driving revenue growth through client experience strategies, encompassing retention, loyalty, and compliance-to-care initiatives.

• Excellent communication, facilitation, and presentation skills; comfortable presenting to hospital and enterprise leadership.

• Willingness to travel approximately 50% of the time to Partner Hospital locations within the Veritas network.

🏝️ Benefits

• Highly competitive salary based on experience.

• Mental health support through Talkspace.

• Paid time off.

• Reimbursement for professional membership and licensure fees.

• 401k retirement plan options with company match.

• Medical, vision, and dental insurance options.

• Basic life insurance provided along with other voluntary insurance options for full-time team members.

• 6 weeks of paid parental leave for full-time team members.

• Pet insurance and discount programs available.

• Employee Assistance Programs.