Client Experience Manager

World Class Medicine.
Purpose-Driven Partnership.

Veritas Veterinary Partners offer exciting career opportunities in state-of-the-art facilities across the U.S. Our hospitals, open 24/7/365 and staffed by board-certified specialists, create a collaborative environment where you can work alongside like-minded, caring professionals. If you're passionate about veterinary medicine, this is your chance to thrive in a dynamic, high-quality setting.

At Veritas Veterinary Partners, our mission is to build a network of trust and opportunity for veterinary professionals nationwide. We specialize in supporting Specialty and Emergency care hospitals, aligning with your unique goals and medical standards. Veritas, founded by Thomas Scavelli, DVM, DACVS, is dedicated to recruiting top-tier talent and fostering collaboration within our community. With a focus on exceptional care, we bring together highly trained veterinarians, technicians, and teammates committed to our patients’ well-being.

 We believe in Truth in Medicine and Trust in Partnerships, ensuring we always provide the highest standard of care. Come join us and make a meaningful impact on the community you serve.

​​
​​

About PESCM: 
 
PESCM, located in San Rafael, is the only 24/7 veterinary hospital in Marin with specialties in Internal Medicine, Oncology, Surgery, Neurology, Cardiology, Urgent Care, Emergency, Radiology, and Critical Care. Our mission is to serve pets and people by continually pushing to improve our medicine, our service, our communication, and ourselves. 
 
Why PESCM: We are not your typical veterinary hospital. 
 
PESCM is run by managers who have been with the hospital for a decade or more, all promoted from within. We are former nurses and client service staff who understand what employees need, because we’ve been there ourselves: predictable schedules, regular time off, competitive pay, generous benefits, and a nurturing yet professional environment that fosters your growth and success. 

Job Title: Client Experience Manager 
Location: Pet Emergency and Specialty Center of Marin  

About Veritas Veterinary Partners: 
Veritas Veterinary Partners is a premier network of specialty and emergency veterinary practices, dedicated to providing top-quality patient care and seamless client experiences. With values rooted in true collaboration, partnership, and expertise, Veritas fosters an environment that supports professional growth and client-focused service, ensuring that every client interaction is compassionate, efficient, and impactful. 

Position Summary: 
The Client Experience Manager is responsible for elevating and standardizing the client experience across all interactions at the hospital. This role works closely with hospital leadership and the client-facing team to implement best practices, streamline processes, and foster a client-first culture. As a leader and advocate for clients, the Client Experience Manager ensures that every client feels valued, heard, and confident in the care provided for their pets. 

Core Purpose of the Client Experience Manager Role: 

1. Champion of Client-Centered Service 
   The Client Experience Manager creates a welcoming environment by setting standards for service excellence. This includes ensuring that each interaction is empathetic, respectful, and focused on building trust and comfort, making clients feel they are receiving exceptional and personalized care. 

1. Advocate for Client Feedback and Improvement 
   This role gathers, analyzes, and addresses client feedback to continually enhance the client experience. The Client Experience Manager fosters a feedback-driven culture, where client insights are valued and used to make meaningful improvements in processes and communication. 

1. Builder of Team Engagement and Training 
   The Client Experience Manager provides training and coaching to client-facing staff, ensuring they are equipped to deliver consistent, high-quality interactions. By developing skills in empathy, communication, and service recovery, this role empowers the team to uphold Veritas' values and maintain strong client relationships. 

1. Ambassador of PESCM’s Values and Culture 
   As a leader in client experience, this role embodies and promotes PESCM’s values of collaboration, partnership, and expertise. The Client Experience Manager nurtures a positive workplace culture that emphasizes accountability, teamwork, and dedication to the client experience. 

1. Strategic Partner for Continuous Improvement 
   Beyond daily responsibilities, the Client Experience Manager identifies and implements strategic initiatives to streamline processes, improve service delivery, and enhance the overall client journey. This role collaborates with hospital leadership to develop long-term plans for sustaining an exceptional client experience. 

Core Operational Responsibilities: 

The Client Experience Manager oversees the quality of all client-facing interactions, processes, and support services, ensuring a seamless, consistent experience. Reporting to the Hospital Director, this position works closely with the front desk, client service team, and clinical staff to maintain high service standards and foster a client-first environment. 

1. Service Standards and Protocols 

• Develop, implement, and refine protocols to ensure consistent, high-quality client service across all touchpoints. 

• Regularly review service standards with the team to address any challenges and reinforce best practices. 

1. Client Feedback and Experience Optimization 

• Collect, monitor, and analyze client feedback, leveraging insights to drive improvements in client satisfaction and loyalty. 

• Act as the primary point of contact for escalated client concerns, ensuring prompt and empathetic resolution of issues. 

1. Team Training and Development 

• Conduct regular training sessions on customer service, communication, and problem-solving skills, empowering staff to deliver outstanding client experiences. 

• Mentor and support client service staff, providing ongoing coaching and recognition to build a motivated, client-centered team. 

1. Process Improvement and Efficiency 

• Collaborate with hospital leadership to identify and address bottlenecks in client-facing processes, ensuring smooth operations that enhance the client experience. 

• Develop strategies to improve client engagement and retention, including the use of digital tools, streamlined communication, and proactive outreach. 

1. Performance Tracking and Reporting 

• Track key performance indicators (KPIs) related to client satisfaction, retention, and service efficiency, reporting on trends and areas for improvement. 

• Provide regular updates to leadership, recommending strategies for enhancing the client journey and supporting the hospital's overall success. 

Key Qualifications: 

• Minimum of 3 years of experience in a client-facing role, with a demonstrated track record of improving customer satisfaction and loyalty. 

• Strong leadership and team-building skills, with experience in coaching, training, and developing staff. 

• Exceptional communication and interpersonal skills, with the ability to engage and build trust with clients, staff, and veterinarians. 

• Analytical and problem-solving skills, with the ability to make data-driven decisions and implement effective solutions. 

• A passion for delivering high-quality client experiences and promoting a positive, client-first culture. 

 
Ability to work in a highly collaborative environment and commitment to develop long-term relationships with colleagues, clients, and community 

• Positive outlook and ability to work well in a collaborative environment 

• Excellent communication and organizational skills are required, and the ability to deliver exceptional client service is expected 

• Honesty, integrity, and a desire to learn and have fun! 

 
About Veritas Veterinary Partners: 
Veritas Veterinary Partners is a premier network of specialty and emergency veterinary practices, dedicated to providing top-quality patient care and seamless client experiences. With values rooted in true collaboration, partnership, and expertise, Veritas fosters an environment that supports professional growth and client-focused service, ensuring that every client interaction is compassionate, efficient, and impactful. 

Benefits of working with us: 
We offer desirable alternative work schedules, a competitive bay area wage and comprehensive benefits plan to include medical/dental, 401k, paid time off, scrub allowance, generous Pet Benefit Plan, Continued Education opportunities, and Commuter benefit, as most of our staff travel from outside of Marin County, often passing other specialty practices! 

 
 
Salary: This role will be a yearly salary of $80,000 - $95,000  
 
Schedule: Flexible schedule   
 
Benefits: 

• 401(k) 

• Dental insurance 

• Employee assistance program 

• Employee discount 

• Health insurance 

• Life insurance 

• Paid time off 

• Professional development assistance 

• Referral program 

• Vision insurance 

Location: 1 Thorndale San Rafael, CA 94903 
 
PESCM is an Equal Opportunity Employer. PESCM does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need.  
 
#Hosplead

 

 

Veritas Veterinary Partners is an equal opportunity employer. In accordance with the requirements of all applicable federal, state and local laws, we welcome and encourage diversity in the workplace regardless of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Applicants must be authorized to work in the U.S. Veritas does not currently sponsor applicants for work Visas, except for TN or E-3 Visa. All current positions require the ability to speak, read, and write English proficiently. Additional fluency in other languages is preferred but not required.

For CA applicants please visit our Privacy Policy