Experience Manager

Experience Manager | Client & Referral Operations Lead the Experience. Shape the Culture. Elevate Specialty Veterinary Care. “Leadership isn't measured by the number of people you supervise. It's measured by the number of people whose experience is better because you showed up.” At CUVS, we believe exceptional medicine and exceptional experiences are inseparable. At Cornell University Veterinary Specialists (CUVS), we're looking for an exceptional leader to help define the experience of one of the nation's premier specialty and emergency veterinary hospitals. This is more than a client service leadership role. As our Experience Manager, you'll lead Client Services, Referral Operations, and Medical Records, partnering with specialists, nurses, and operational leaders to create an extraordinary experience for every patient, every family, and every referring veterinarian. You'll coach and develop a talented team, strengthen relationships throughout the veterinary community, improve systems and workflows, and help shape how CUVS is experienced—both inside our hospital and across the region. The Team You'll Join You'll report directly to the Vice President of Operations and join an exceptional leadership team that includes hospital operations, nursing, finance, learning and development, communications, and medical leadership. We believe the best ideas come from collaboration, and you'll have the support, autonomy, and partnership to make a meaningful impact. We're Looking For Someone Who Inspires and develops high-performing teams Leads with empathy, accountability, and integrity Thrives in a fast-paced, collaborative environment Builds trusted relationships with families, colleagues, and referring veterinarians Thinks strategically while never losing sight of the human experience Loves improving processes as much as developing people Qualifications Bachelor's degree or an equivalent combination of education and relevant experience 3-5 years of progressive leadership experience 5+ years of veterinary experience strongly preferred, or experience in a comparable healthcare or complex service environment CVPM or other relevant leadership credentials highly valued Why CUVS? At CUVS, you'll work alongside nationally respected specialists, exceptional nurses, and an outstanding leadership team committed to advancing specialty veterinary medicine through collaboration, innovation, and compassion. Here, your leadership will matter. Your ideas will be heard. Your work will influence thousands of patients, families, referring veterinarians, and team members every year. If you're looking for more than your next management position—if you're looking for an opportunity to build something exceptional—we'd love to meet you. Exceptional medicine deserves an exceptional experience. Help us lead both. #J-18808-Ljbffr