Client Director

Overview

Who is Vet Evolve? Vet Evolve is a people-first organization that provides industry know-how and reliable support to veterinary teams, enabling them to deliver exceptional patient care. We focus on creating a genuine, supportive, people-focused environment that prioritizes each individual to ensure they are achieving their career goals and are fulfilled personally, professionally, and financially. Our culture is driven by the core values Serve, Evolve, and Trust, and every day our mission is to make things better for veterinary professionals.

Hear why our veterinarians are "Happy Here" on our videos page!

The Client Experience Director leads the strategy, standards, and execution of exceptional client service across a multi-clinic veterinary organization. This role ensures consistency and efficiency in delivery across the enterprise that strengthens client loyalty, workflows, and drives sustainable growth. The position partners closely with field operations, marketing, IT, training, and leadership to elevate the end-to-end client journey. This role also serves as the enterprise owner of centralized and in-practice client experience programs, including outsourced and remote call center operations, workflow optimization, and performance improvement initiatives across the client lifecycle.

• Monitor KPIs and develop enterprise and practice specific action plans for growth, retention, online engagement, practice and remote call center performance, and service consistency
• Leverage analytics and reporting to identify trends, risks, and opportunities impacting client experience and business outcomes
• Serve as the voice of the customer, ensuring insights are shared and actioned across the organization
• Accountable for programs to address areas of opportunity including but not limited to schedule optimization, forward booking, remote call center and CSR conversion, online pharmacy, and direct booking for clients
• Expand the scope of centralized and remote support functions through cross-functional partnership with Operations, Marketing, Clinical, and Technology teams
• Select, onboard, and manage outsourced (nearshore and offshore) call center partners
• Define and enforce SLAs and contractual obligations, ensuring partner accountability
• Conduct regular business reviews and performance assessments with vendor leadership
• Develop and maintain call center SOPs, workflows, training programs, and call scripts aligned to veterinary service needs
• Implement QA processes to ensure compliance with service and experience standards
• Partner with field operations to determine optimization and implementation of workflows for centralized support and tool kits and training for in practice workflow
• Collaborate with Training to ensure consistent execution across centralized and in-practice teams
• Partner with IT to evaluate and implement enabling platforms, including telephony, CRM, workforce management, and automation tools
• Conduct experience audits and partner with regional managers and practice leadership to implement and monitor rapid process improvement
• Lead change management efforts to drive adoption of new workflows, tools, and service standards
• Provide strategic guidance on client experience trends, service innovations, and operational best practices

• 10+ years of progressive experience in client experience, call center operations, or service operations leadership, including 5+ years overseeing outsourced (BPO) vendor relationships
• Bachelor’s degree in Business, Operations, or related field required; MBA or relevant master’s degree preferred
• Proven success building and scaling client experience or call center functions in a multi-site, high-growth environment; experience in healthcare, veterinary, or multi-unit service organizations required
• Demonstrated expertise in vendor selection, contract negotiation, performance management, vendor governance, and SLA enforcement
• Deep expertise in KPI management and workforce optimization, with strong analytical skills and the ability to translate data into actionable insights
• Strong experience developing and operationalizing SOPs, training…