Senior Pet Parent Experience Manager

Sploot Veterinary Care is introducing a brand new approach to veterinary care in the form of Urgent & Primary Care Clinics, and we’re looking for a ROCKSTAR Senior Pet Parent Experience Manager to join our team, and help us provide the ABSOLUTE BEST medical care to our patients.  

Sploot believes that every pet deserves high quality veterinary care whenever and wherever they need it. Whether it’s a routine visit or something that “just happened and can’t wait”, we’re there for pets and their parents. 

We know that great treatment must start with a happy and thriving team, and that’s the reason we created a supportive, healthy, and balanced environment that enables veterinary professionals to thrive in and out of the clinic. Sploot genuinely values a collaborative culture and work/life balance.

What you’ll do: 

• Work directly with the Head of Pet Parent Experience (PPX) to evolve and elevate the Pet Parent Experience function by implementing new strategies, building out functionality, and directly supporting Sploot’s expansion
• This role is fully in-clinic, traveling between our 10 Denver & 2 Colorado Springs clinics
• Perform quality assessments across our clinics to ensure that our PPX members are focusing on the highest value actions set by PPX Leadership
• Provide timely and actionable feedback to PPX team members based on the quality assessment
• Oversee new team members training to ensure we're bringing folks up to speed in a timely manner, and create the next generation of top performers
• Ensure that the cultural health of the PPX team is thriving
• Manage the callout process for the team, including filling in for shift coverage when absolutely necessary
• Drive forward the mission of PPX - offering pet parents a positive and supportive experience to ensure they know their furry babies are being taken care of
• Resolve Pet Parent concerns and questions, including escalations and callbacks to ensure we’re providing an excellent experience
• Support our medical team members to ensure we provide the best medical care possible to our pets whenever / wherever they need it
• Leverage technologies for reporting and analytics across customer experience and other customer facing channels
• Positively support an analytics strategy for best in class service delivery
• Deliver new and improved training materials for Pet Parent Experience Associates

Who you are & What really catches our eye 

• Experience in veterinary clinic and/or in the human medical industry customer support
• You have at least 3 years of experience as a customer support/service manager
• You’re extremely organized, and focused on efficiency, with an eye for detail - you don’t let things fall through the cracks
• You are a team player, and always looking to collaborate with others in the organization
• You’re excited about working with a team that is introducing a brand-new approach to veterinary care
• Demonstrated strategic ability to plan, execute and achieve performance metrics
• Experience with cloud-based IVR platforms

What we will provide you**:

• Competitive hourly compensation of $35 - $38.50
• 401K Retirement with match
• Health, Dental, and Vision insurance fully covered by Sploot
• Generous pet care benefits for your fur babies
• Up to 4 weeks of Paid Time Off (“PTO”)
• 12 weeks paid parental leave
• Unlimited Food & Snacks during shifts
• Team events and other local social activities
• Lots of Sploot swag - what can we say? Our logo looks really cool on stuff!

 

** For qualified candidates; benefits may vary based on experience.

 

Sploot Veterinary Care provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, status as a covered veteran, or any other protected status in accordance with applicable federal, state and local laws. Sploot Veterinary Care complies with applicable state and local laws governing nondiscrimination in employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.