Client Experience Manager, RBVH

Red Bank Veterinary Hospital (RBVH) proudly opened its new, state-of-the-art facility in May 2024—an expansive, 100,000+ square foot space nearly twice the size of our original Tinton Falls location. This milestone marks the continuation of over 40 years of dedicated service to our community. Equipped with advanced diagnostics like MRI, CT, fluoroscopy, and a PET scanner, the hospital features 52 exam rooms, 12 surgical suites, a dedicated emergency department, and expanded training spaces. Thoughtful amenities—including feline-only waiting areas, a rehab unit, comfort rooms, and a serene zen garden—reflect our commitment to exceptional care for pets and their families. We’re looking for a Client Experience Manager to elevate the client journey at Red Bank Veterinary Hospital (RBVH) . In this hands‑on leadership role, you’ll oversee the Client Services team, set communication and hospitality standards, and ensure every pet owner feels welcomed, informed, and supported—from first contact through discharge. Partnering with medical and operations leaders, you’ll streamline client flow, remove barriers, and foster a compassionate, consistent experience that supports exceptional patient care. Position Overview The Client Experience Manager leads and elevates the client experience across all touchpoints within the hospital. This role ensures that every client feels welcomed, informed, supported, and confident in their pet’s care. The manager oversees all Client Services Teammates, promoting compassionate communication, consistent service delivery, and a culture of hospitality throughout the hospital. This leader develops and implements systems that optimize client flow, communication standards, and emotional awareness, ensuring clarity and support during emergency, specialty, surgical, and general practice visits. They collaborate closely with medical and operations leadership to remove barriers and drive exceptional client experiences. Location Red Bank, NJ Compensation The ideal salary range for the opportunity is $80,000-$100,000 Anticipated Schedule Full Time Days/Shifts: TBD Key Responsibilities Own and continuously improve the client experience framework and service standards. Serve as the accountable owner of the client journey across all client services touchpoints and client-facing service interactions. Standardize communication, follow‑up workflows, and service recovery processes. Honor and support the euthanasia and bereavement process with dignity, privacy, and compassion. Establish and maintain a presence in the lobby and be accessible to clients and staff to foster a positive environment. Partner with medical, nursing, and operations leaders to align client communication standards and ensure consistency across departments and services. Establish and monitor client experience KPIs including client satisfaction scores, complaint trends, service recovery metrics, wait‑time communication performance, and training completion rates; provide monthly performance reporting to hospital leadership. Staff Management & Personnel Leads all Client Services Teammates. Manage staffing levels, recruitment, onboarding, scheduling, payroll, and performance evaluations. Coach, develop, and provide ongoing feedback to client‑facing teams; establish accountability and recognition systems. Monitor turnover, address operational employee issues, and ensure compliance with labor laws and company policies. Ensure all team members follow handbook policies, procedures, and service standards consistently and fairly. Ensure operational coverage plans and escalation protocols maintain consistent service standards at all times. Use client experience metrics and volume trends to inform staffing models and scheduling decisions. Training, Coaching & Development Design, implement, and oversee client experience training programs. Support hiring, onboarding, and career growth pathways for team members. Foster a culture of accountability, recognition, and high performance. Maintain a regular on‑floor leadership presence to observe client interactions, coach in real time, and reinforce hospitality standards. Actively discourage gossip and promote open solution – focuses communication. Client Satisfaction & Service Recovery Respond to client escalations and lead service recovery efforts. Proactively identify opportunities to improve client satisfaction using feedback and service data. Address client inquiries, concerns, or complaints promptly and effectively. Operations & Financial Management Partner with hospital leadership to resolve operational pain points and implement efficient procedures. Coordinate short‑ and long‑term projects, schedules, KPIs, and staffing needs. Ensure appropriate financial controls and cash handling standards are followed within client services functions; partner with Finance and hospital leadership on client‑related financial exception handling and special arrangements. Escalate facility and client‑facing environment issues that impact client experience and operational flow. Provide regular updates to leadership regarding financial, business, and administrative matters. Maintain confidentiality and compliance with all legal, ethical and privacy standards. Experience Design & Environment Enhancement Lead design and continuous improvement of client‑facing environments, flow, and interaction points to support a hospitality‑driven experience. Establish and standardize client communication frameworks and scripting for key client interactions including intake, updates, discharge, and financial conversations. Drive improvements in wait‑time transparency and communication displays. Support integration of digital communication tools to enhance the client experience. Lead client‑facing workflow improvement and automation initiatives that reduce friction, improve response time, and enhance the client journey. Qualifications Minimum Requirements Bachelor’s degree in Business or a related field, or an equivalent combination of education and relevant professional experience. Minimum of five (5) years of experience in client experience, hospitality leadership, patient relations, or customer service management. At least three (3) years of supervisory or people management experience. Proved ability in communication, service recovery, and client issue resolution. Demonstrated experience leading, coaching, and developing client‑facing teams. Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus! Preferred Qualifications Experience in a veterinary or healthcare hospital setting. Experience developing, implementing, or facilitating training programs. Benefits We’re committed to supporting our team’s well‑being and professional growth with a comprehensive benefits package that includes: Health, Dental, and Vision Insurance to keep you and your family covered. 401(k) with Matching to help you plan for your future. Employee Assistance Program (EAP) for additional personal and professional support. Uniform Allowance to ensure you’re always prepared. Generous paid time off, including: Sick Days Vacation Days Bereavement Leave Referral Program to reward you for helping us grow our team. Why Join RBVH as a Leader? Collaborate with a dedicated team of veterinary professionals who are passionate about delivering exceptional care. Lead in a fast‑paced, high‑impact environment where your contributions directly influence patient outcomes and team success. Play a key role during critical moments in the lives of pets and their families. Grow with us through robust leadership development, ongoing training, and a culture that values continuous learning. Enjoy a highly competitive compensation and benefits package designed to reward your expertise and dedication. Discover more about our clinic and the incredible work we do by visiting our website at Ethos Veterinary Health is at the forefront of innovation and world‑class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state‑of‑the‑art technology and a scientific, evidence‑based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com. Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act. Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need. #J-18808-Ljbffr