Director of Client Experience
$145,000–$175,000 year
Remote · United States or US
Job Summary
Director of Client Experience to design and lead the enterprise client experience program across Veritas Veterinary Partners’ Partner Hospitals. Responsible for building scalable client journeys, end-to-end lifecycle strategies, training curricula, and governance with emphasis on measurable results, collaboration with Marketing, Operations and Medical leadership, and travel to Partner Hospitals (~50%). The role reports to the Chief Operating Officer, influences Hospital Directors and Client Experience Managers, and ensures accessible, high-quality client communication and service standards across a growing network.
Required Qualifications
- Minimum seven years of progressively responsible experience in client experience, patient experience or service excellence roles, with at least three years in a multi-site or enterprise-level capacity
- Experience designing and deploying scalable client or patient experience programs across multiple locations, business units or service lines
- Proven ability to build, facilitate and evaluate training programs that improve frontline service performance at scale
- Strong analytical skills with the ability to interpret client satisfaction data, identify trends and translate findings into actionable recommendations
- Experience supporting revenue growth through client experience strategy, including retention, loyalty and compliance-to-care initiatives
- Excellent communication, facilitation and presentation skills; comfortable presenting to hospital and enterprise leadership
- Ability to travel approximately 50% of the time to Partner Hospital locations across the Veritas network
Additional Requirements
- Employment in the United States
- Authorized to work in the U.S.
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