Client Service Manager

Client Services Manager

VCA West Los Angeles (WLA) is one of Southern California's premier veterinary hospitals. We provide Emergency, Specialty, Primary Care services 7 days a week. For decades, pet owners and referring veterinarians have trusted us to provide advanced veterinary medicine delivered with compassion, collaboration, and excellence.

With more than 60 veterinarians and 300+ associates working around the clock, WLA is one of the largest and most comprehensive veterinary hospitals in the country.

Our services include:

• Cardiology
• Dentistry
• Diagnostic Imaging (CT, Fluoroscopy, MRI & Ultrasound)
• Emergency & Critical Care
• Internal Medicine
• Medical Oncology
• Neurology
• Primary Care
• Radiation Oncology
• Surgery

Every day, our team provides advanced medical care while helping families navigate some of the most emotional moments they'll experience with their pets. We take pride in delivering exceptional medicine with compassion, communication, and teamwork.

Why This Role Matters

The Client Service team shapes every client's experience.

From the moment a client calls us until they leave the hospital, our Client Service Associates create the first and lasting impressions of VCA West Los Angeles. Through compassion, communication, and professionalism, they help families navigate some of the most emotional moments they'll experience with their pets.

We're looking for an exceptional Client Services Manager who is passionate about developing people, building strong teams, and creating an outstanding client experience.

Working alongside our existing Client Services Manager and hospital leadership team, you'll help lead a large, fast-paced, 24/7 Client Services department. You'll coach associates, strengthen processes, and help create an environment where both clients and team members feel supported.

If you're energized by developing people, solving complex challenges, and leading with empathy and accountability, we'd love to meet you.

What You'll Do

As a Client Service Manager, you'll partner with hospital leadership to help lead one of the busiest client services teams in veterinary medicine. You'll create an environment where associates thrive, clients feel supported, and exceptional service is delivered every day.

Leadership & Team Management

• Coach, mentor, and develop Client Service Associates through regular feedback and performance coaching.
• Lead with visibility, consistency, and accountability by spending time on the floor supporting and developing your team.
• Foster a positive, accountable, and collaborative culture.
• Assist with recruiting, interviewing, onboarding, and retaining exceptional talent.
• Identify and develop future leaders within the department.
• Promote associate engagement, recognition, and professional growth.

Client Experience & Communication

• Champion an exceptional client experience throughout every interaction.
• Coach associates through challenging client conversations with empathy and professionalism.
• Resolve client concerns and service recovery opportunities.
• Ensure communication remains compassionate, clear, and consistent.

Crisis & Conflict Management

• Help de-escalate challenging situations while maintaining professionalism and empathy.
• Support associates during difficult client interactions.
• Partner with hospital leadership to resolve complex concerns effectively.

Training & Development

• Coordinate onboarding and ongoing development for Client Service Associates.
• Reinforce communication standards, hospital policies, and service expectations.
• Create coaching opportunities that build confidence, accountability, and long-term success.
• Ensure consistency across all shifts.

Operational Oversight

• Assist in overseeing the daily operations of a 24-hour Client Service department.
• Coordinate staffing, scheduling, and workflow to ensure exceptional client service.
• Maintain efficient front desk operations while supporting a positive client experience.
• Ensure compliance with hospital policies and procedures.

Quality Assurance & Continuous Improvement

• Monitor client feedback and identify opportunities to improve the client experience.
• Participate in process improvement initiatives that enhance efficiency and consistency.
• Help develop systems and workflows that support long-term departmental success.

Interdepartmental Collaboration

• Partner closely with hospital leadership, doctors, technicians, and support departments to ensure seamless communication and patient flow.
• Foster strong relationships across departments that support exceptional patient care and client service.

Department Financial Oversight

• Partner with hospital leadership to achieve labor, productivity, and client service goals while maintaining an exceptional client experience.
• Monitor department performance metrics and contribute to operational success.

What Success Looks Like

Success in this role means:

• Building a highly engaged Client Service team.
• Developing associates through coaching, mentorship, and accountability.
• Delivering an exceptional experience for every client.
• Creating efficient, consistent front desk operations.
• Building strong partnerships across hospital departments.
• Contributing to a positive, collaborative hospital culture.

What We're Looking For

We're seeking a leader who combines operational excellence with emotional intelligence.

Our ideal candidate demonstrates:

• Exceptional communication skills.
• Strong leadership and coaching abilities.
• High emotional intelligence.
• Excellent conflict resolution skills.
• Professionalism under pressure.
• Strong organizational and time management skills.
• Adaptability in a fast-paced environment.
• A collaborative, team-first mindset.
• Genuine compassion for both people and pets.

Experience & Qualifications

• 35 years of client service experience, including at least 2 years in a supervisory or management role.
• Previous experience in veterinary medicine, healthcare, or another service-focused industry strongly preferred.
• Experience in emergency, specialty, or high-volume veterinary practice is highly desirable.
• Experience leading teams in a 24-hour operation is a plus.
• Demonstrated success coaching, developing, and retaining high-performing teams.
• Strong client service, conflict resolution, and relationship management skills.
• Experience improving client satisfaction and client retention.
• Ability to adapt and prioritize in a dynamic environment.

Physical Requirements

• Work is primarily performed in a veterinary hospital and office environment.
• Ability to stand and walk for extended periods.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Why Join VCA West Los Angeles?

At VCA, we're committed to creating an environment where talented people can grow, collaborate, and do their best work while making a meaningful difference in the lives of pets and the families who love them.

At VCA West Los Angeles, you'll have the opportunity to:

• Help shape the client experience at one of the nation's leading veterinary hospitals.
• Lead and develop a talented Client Service team.
• Collaborate with specialists, emergency clinicians, and hospital leaders across multiple disciplines.
• Make a meaningful impact on the lives of pets, clients, and associates every day.
• Continue growing your leadership career within one of North America's largest veterinary organizations.

Eligible full-time associates receive a comprehensive benefits package including:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Paid Vacation, Holidays, and Sick Time
• Continuing Education and Leadership Development Opportunities
• Health and Well-being Programs
• Generous Pet Care Discounts

Compensation

Compensation