Director of Client Experience

Benefits

Additional Information

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. Position Information Title: Director, Client Experience Reports To: Chief Operating Officer Position Type: Full-time Compensation: $145,000 - $175,000 annual salary FLSA Status: Exempt Location: Remote Home Office (Partner Support) - approximately 50% travel to Partner Hospitals Position Summary Veritas Veterinary Partners seeks a Director of Client Experience to design, lead and continuously improve the client experience program across all Partner Hospitals. This enterprise-level role is responsible for building scalable programs that shape every touchpoint in the client journey, from first contact to long-term loyalty, and for translating those programs into consistent, measurable results across a growing hospital network. Reporting to the Chief Operating Officer, the Director of Client Experience serves as a strategic partner to Hospital Directors and clinical leadership, using data and field insight to close gaps, build capability and drive performance. This leader does not manage hospital-based Client Experience Managers directly, but exerts influence through program design, training, workforce planning standards and cross-hospital accountability frameworks. This position requires approximately 50% travel to Partner Hospitals, with concentrated presence during onboarding periods, performance improvement initiatives and enterprise program launches. Essential Duties and Responsibilities Enterprise Program Design and Client Lifecycle Strategy Design and own the enterprise client experience strategy, encompassing every stage of the client lifecycle: awareness, first visit, ongoing care, end-of-life and loyalty. Build scalable, replicable programs that Hospital Directors and Client Experience Managers can execute consistently regardless of hospital size, specialty mix or team maturity. Develop and maintain enterprise-wide service standards, client communication frameworks and experience blueprints that reflect Veritas values. Lead end-to-end journey mapping to identify friction points, gaps in care communication and unmet client needs; translate findings into prioritized improvement initiatives. Partner with Marketing, Operations and Medical leadership to ensure the client experience strategy aligns with clinical excellence, brand identity and business objectives. Develop and maintain the enterprise framework for end-of-life and bereavement communication, including structured protocols for euthanasia conversations, aftercare coordination and follow-up outreach, and ensure Hospital Directors and Client Experience Managers are trained and supported to execute them consistently. Establish and maintain enterprise standards for accessible client communication, including language access resources, accommodation protocols for clients with disabilities and plain-language guidelines for medical communication. Training Design and Team Capability Building Create, own and continuously refine the enterprise client experience training curriculum, covering service standards, client communication, empathy-based techniques, service recovery and end-of-life conversations. Design training in formats that are role-appropriate and scalable across all hospitals, including in-person, virtual and on-demand delivery. Partner with Hospital Directors and People and Culture Operations to embed training into onboarding programs for all client-facing roles, ensuring new hires reach proficiency benchmarks consistently across the network. Develop coaching toolkits and peer-learning resources that empower Client Experience Managers to facilitate ongoing development within their own teams. Track training effectiveness through pre/post assessments, client satisfaction data and observational audits; revise curriculum based on results. Develop and maintain enterpri

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at veritasvetpartners? Share your experience