Product Manager Client Experience

Our client experience platform is the front door through which pet owners book appointments, manage their pets’ care, and stay connected to the hospitals they trust. This PM will own the strategy, roadmap, and execution for three closely related products: online booking, the client portal, and wellness plans — with the goal of driving repeat visits, deepening client loyalty, and increasing revenue per household. This is a high-ownership role on a small, fast-moving team. You’ll work across a multi‑PIMS environment with real complexity — replacing legacy vendor tools with owned infrastructure, shepherding a wellness plan product from pilot to production, and defining what the client portal needs to become as the platform grows. You’ll partner directly with engineering, field teams, and hospital staff to make it real. What You’ll Do Own the roadmap across online booking, the client portal, and wellness plans — ensuring these products work as a coherent client experience, not three separate tools Define how the portal evolves to deepen client relationships, increase visit frequency, and drive conversion on key revenue actions Define the scope boundaries and integration points across products: where booking ends and the portal begins, how wellness plans connect to both, and how the full experience connects to the broader product ecosystem Make clear prioritization decisions across a broad portfolio — weighing hospital need, client impact, and technical feasibility Execution & Delivery Drive end-to-end product delivery — from problem definition and spec through build, launch, and iteration — across all three areas Partner with engineering, design, and clinical operations to ship features that work in the real context of how clients and care teams interact Define success metrics, instrument features, and lead structured outcome reviews after every launch Own launch management: ensure every release has a communication plan, training materials where needed, and a clear path to adoption Client & Field Partnership Develop a deep understanding of how pet owners engage across our products — what drives conversion, retention, and lifetime value Work closely with hospital and regional teams to understand how the products affect care team workflows and client interactions in practice Build and maintain trust with hospital staff and field teams: communicate clearly about what’s coming, when, and why — well ahead of go‑live Communicate proactively with internal stakeholders — Marketing, clinical operations, and regional leadership — about what’s shipping, why, and what it means for their teams Platform Thinking & Technical Partnership Develop a working understanding of the PIMS landscape Mission operates across — enough to make informed sequencing and integration decisions in partnership with engineering Define the client portal’s long‑term scope and what foundational work (multi‑tenancy, reliability, design system) it requires Partner with engineering and the Intelligence & AI platform team to ensure our products generate the data signals that power downstream intelligence Required 5+ years in product management, with direct ownership of consumer‑facing digital products Strong instincts for consumer experience; able to think from the client’s perspective and translate that into product decisions Demonstrated ability to manage a multi‑product roadmap — making prioritization tradeoffs across competing initiatives with shared engineering resources Experience owning products through complex rollouts that require operational change management — not just software launches Clear communicator who can align field, clinical, and executive stakeholders around a product direction Track record of shipping products that change behavior — not just features that exist Comfortable with ambiguity; able to define scope and move forward without perfect information Preferred Experience in healthcare, veterinary, or appointment‑based service businesses Background in online booking, scheduling, or practice management software Experience launching or managing a subscription or membership product (wellness plans, recurring billing, or similar) Familiarity with CRM and client communications platforms Experience with AI chat or conversational product features Experience working across multiple system integrations or in a multi‑tenant product environment What Success Looks Like First 90 Days Deep understanding of the current state of all three products — their capabilities, gaps, active work, and key stakeholders — documented and shared with the team A clear, sequenced roadmap for the online booking rollout, with engineering scope confirmed and change management plans in motion Synthesis of wellness plan pilot findings and a defined path for what the owned wellness plan product needs to become First Year The platform is measurably driving more repeat visits and higher conversion on key revenue actions — booking, wellness plans, and beyond Online booking is live across all targeted systems, with strong adoption and positive hospital feedback The wellness plan product has a defined scope with a clear integration strategy across the platform Hospital and field teams see the products as reliable tools that help their clients — not sources of friction About Mission Pet Health Mission Pet Health operates a growing network of veterinary hospitals and pet health services. We’re committed to making high‑quality pet care accessible and to building lasting relationships with pet owners across our markets. Our client experience products are central to that mission — they’re how clients experience Mission Pet Health between visits, and how we build trust that keeps them coming back. Mission Pet Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr