Senior Director, Customer Care

A pet owner-obsessed, experience-focused, results-oriented growth leader, the Senior Director, Customer Care is accountable for leading the service and experience culture of VCA Animal Hospitals in line with the VCA brand story, cultural values, and 5 Principles, working to improve service and experience outcomes across the organization for all client groups. This role sits at the intersection of customer service, client experience, growth marketing and marketing technology, requiring a skilled experience leader as comfortable navigating digital transformation toward a true omnichannel service experience as they are passionate about partnering with care + operations leaders to lead change toward a truly seamless client experience in veterinary care.

The Senior Director, Customer Care will lead the strategic and technical integration and professionalization of our client care teams, currently structured in call center (8 mgrs/supers, 79 agents), live chat (7 mgrs/supers, 28 agents), and review/email inquiry management (1 mgr, 1 agent) teams. They will provide leadership in developing strategic initiatives and practical solutions that target long-term success in a results-driven environment. They will be able to strategize, innovate and iterate critically and efficiently toward the creation of a pet owner support strategy to achieve an enhanced value proposition for the client experience in collaboration with and compliment to other functional areas. They will ensure the development of clear trainings, SOPs, SLAs, and KPIs, creating a concierge-style approach to client care that wows hospital teams and pet owners alike, advancing VCA’s growth strategy by supporting a truly transformational pet healthcare experience for our clients.

Reporting to the Chief Client Officer, the Senior Director, Customer Care is a key member of the Growth Leadership Team, helping to shape strategy and direction for the department and team. They will also be a key collaborator with their counterparts across Mars Veterinary Health and Mars Petcare, and leader and developer of talent as they grow the customer care team and related capabilities within VCA.

Omnichannel Customer Care Leader

• Lead the strategic and technical integration and professionalization of our client care teams, currently dispersed in separate call center, live chat, review management and email/contact us management teams; Develop and lead execution of integrated, channel-agnostic care strategy that meets pet owners wherever + whenever they need VCA
• Lead strategic thought partnership with Digital Marketing + Product teams on elements of VCA digital transformation touching customer care, including new customer care platform (Salesforce Service Cloud), CDP (TreasureData) and CRM platform (Salesforce Marketing Cloud)
• Work collaboratively with Marketing to develop integrated pet owner journey and engagement strategy leveraging the full power of the resources at hand

Pet Owner + Client Service + Experience Culture Leader

• Lead team that owns ongoing maintenance and development of organizational acculturation of VCA’s Client Experience philosophy (emotional motif, I Wants, attributes), and the practice and measurement thereof
• Work cross-functionally across VCA (field operations and functional support teams) to develop best-in-class practices that support best-in-class results
• Partner with Operations, Finance, Marketing and Digital Product to develop and implement optimal scheduling practices that match capacity to volume and can anticipate volume volatility and adjust as needed in order to achieve exceptional service levels while meeting demand requirements
• Develop the service and sales practices required to deliver transformative client experiences and meet the high expectations of the organization
• Lead through continuous improvement to ensure optimal client conversion and satisfaction

Business Leader

• Leverage data + insights to build business cases to influence the organization when pitching opportunities for better pet owner/client experiences
• Continually evaluate and identify strategic opportunities for increasing efficiency and cost-effectiveness while delivering exceptional client and Associate experiences and achieving growth targets
• Develop and manage relationships with external business partners
• Develop and manage the department budget; Analyze Profit and Loss statements, recommend changes in course of action
• Assess latest technology, vendors, tools and other trends and make strategic recommendations for implementation
• Maintain working knowledge of quality systems and technology that drive efficiency, productivity and cost effectiveness

Development-Focused Leader

• Build + develop a strong, sustainable outcomes-oriented team by attracting, developing, rewarding and retaining top talent, and proactively driving a results-oriented atmosphere
• Inspire and motivate remote team through strong connection to Client Experience culture, and by exemplifying VCA’s purpose, promise, values and Principles
• Direct the development of technical, client experience and conversion training, including new hire onboarding, to ensure team is positioned for success

Measurement + Continuous Improvement

• Create and manage department key performance indicators / metrics in line with company targets to ensure teams are focused on advancing VCA’s growth strategy by supporting a truly transformational pet healthcare experience for our clients
• Use data to identify emerging internal and external business trends, and to develop short-term and long-term strategy to anticipate future needs and ensure continued success
• Prepare period KPI reports for senior leadership team to track progress

Education/Experience Required:

• Bachelor’s Degree – Business, Marketing, or related field / MBA Preferred

• 10+ years of contact center experience / 5+ years in contact center senior leadership experience; omnichannel contact center/CRM experience – healthcare, hospitality, omnichannel retail preferred

• Experience in CCaaS solutions, Salesforce

*All degrees will be deemed “or equivalent combination of education and experience” unless absolutely required to do the job (i.e., DVM degree for Veterinarian, Law degree for Attorney, etc.).

Prefered Skills / Qualifications:

• Extensive knowledge of operational processes within an omnichannel environment

• Significant experience in driving change management and influencing organizational culture and outcomes with a

• dispersed remote workforce

• C-suite level pitch and presentation experience

• Extensive experience building, leading, retaining and engaging successful teams

• Demonstrated conceptual, analytical and strategic thinking capabilities

• Experience managing flow in a complex supply/demand environment

Core Competencies:

• Managing vision & purpose

• Motivating others

• Results oriented

• Building effective teams

• Business acumen

• Strategic agility

• Process management

Additional Information

[Required for CA, NY, WA, CO, Washington D.C. only]: Compensation is negotiable based on education, experience, and other relevant credentials. The US base salary range for this full-time position is $176,000 - $220,000. Our salary ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only.

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