Client Operations & Experience Director - Mars Veterinary Health Job Listing at Banfield Pet Hospital in Vancouver, WA (Job ID R-226511)

Description

As part of Mars—a family-owned business with 90 years of experience in pet care—Mars Veterinary Health is a globally-connected pet healthcare network that's united by purpose, powered by data, and driven by people. With 3,000 veterinary clinics made possible by 70,000+ Associates who care for 10M+ pets across 30 countries each year, we're creating seamless access to quality care at scale—from preventive and wellness to specialty and emergency—and at every stage of a pet's life. Together, we're advancing our Purpose—A BETTER WORLD FOR PETS—and supporting a thriving future for the veterinary professionals who make pet healthcare possible.

This role requires associates to work out of a MVH North America hub location – Vancouver, WA | Santa Monica, CA | Tampa, FL | New York City, NY.

Why This Role Matters:

​Mars Veterinary Health is focused on improving the health and well-being of pets and their owners. We are seeking a visionary Client Operations and Experience Director to lead the transformation of client support across our nationwide network of over 2,000 veterinary practices. This role will design and deliver the Contact Center of the Future—a centralized, AI-enabled, omnichannel solution that delights pet owners, fuels growth, and drives efficiency. This transformation will bring revolutionary improvements in workforce management, digital channel adoption, and AI-driven personalization that will set the standard in veterinary care organizations.

With broad operational responsibility this role will set the standard for client engagement across more than 50 million interactions annually, delivered by over 500 associates in two existing contact center organizations. Simultaneously this leader will create the capability for veterinary specialty care—unifying operations for wellness, emergency, specialty, and referral care into one best-in-class system. Beyond integration, the Operations Director will be accountable for anticipating emerging needs of pet owners and translating them into innovative, technology-enabled solutions that improve access, convenience, and personalization. At the same time, this leader will redefine the role of the client experience associate, upskilling teams to deliver both strategic client problem-solving and advanced operational resolution capabilities. In doing so, this leader will establish a future-proof client operations platform that combines trusted veterinary expertise with the same caliber of data enabled transformation that has reshaped client engagement in other service-intensive industries, balancing high-touch empathy with cutting-edge efficiency.

You Will:

Vision & Strategy

• Define the future-state vision for a centralized contact center across all veterinary clinics, including scope, channels, technology, and KPIs.
• Develop and own the multi-year business case and transformation roadmap to leapfrog competitors and unlock enterprise-wide value.
• Shape and launch the organization's “Contact Center of the Future”, integrating proactive outreach, AI assist, and omnichannel capabilities.
• Outline end-to-end customer journeys across high-value engagements and channels, driving consistent, outstanding client experiences.

Growth & Client Impact

• Build smarter inbound and outbound operations to grow customer volume, increase revenue per client, boost retention, and drive referrals.
• Increase efficiency through workforce management improvements, optimized contact flows, and reduced costs.
• Drive higher first-time-right resolution to reduce friction, improve satisfaction, and elevate the pet owner experience.
• Deliver measurable improvements in service delivery (e.g., ASA, abandon rates, NPS, retention).

Execution & Delivery

• Establish centralized call handling, training, dashboards, and feedback loops to scale success.
• Lead the integration of CRM, CDP, scheduling, and cross-stack systems to ensure seamless operations.
• Launch full-stack pilots and test-and-learn experiments to validate workflows and accelerate adoption.
• Partner cross-functionally to ensure organizational readiness, including upstream workflow changes.
• Develop and implement new processes and ways of working to accelerate growth and enhance execution speed, fostering a ‘fail fast' mentality through agile practices.

Your Experience Should Include:

• Education: Master's degree in business, Marketing, Veterinary Science, or a related field; MBA preferred.
• Experience: 7-10 years of experience in product development, innovation, marketing, or a related field.
• Experience in healthcare, veterinary, or other service-intensive industries required.
• Strong track record of delivering innovative products, services, and driving organizational change
• Proficiency in omnichannel support, workforce management, CRM/scheduling platforms, and emerging technologies (e.g., Agentic AI).
• Strong understanding and developed industry connections in emerging technologies and service partners in veterinary medicine, deep understanding of emerging technologies and delivery.
• Exceptional leadership, change management, and stakeholder engagement skills.
• Skills: Strong analytical and strategic thinking abilities, excellent communication skills, and proficiency in program management.
• Ability and willingness to travel up to 50% of the time.
• Demonstrated ability to influence without authority and build consensus among multiple groups with diverse (often competing) priorities, functions, and cultures.
• Understanding of the global, regional, and local decision-making process, as well as their different roles and responsibilities, must be able to navigate this complex environment.
• Experience in the delivery of multidisciplinary projects across business functions and units.
• 5 years of program management or business experience with significant exposure to portfolio lead, especially in the digital world.
• Understanding of data, its privacy, storage, and movement in addition to enrichment and activation.
• High intercultural agility.
• Experience in prescription models is a significant addition.
• Experience in business leadership and business transformation..

Salary Range: $185,640 – $290,062

Compensation is determined based on education, experience, and other relevant credentials. Our salary ranges are determined by role, level, location, and market competitiveness.

What We Offer You:

• Competitive salary with paid time off & holidays so you can spend time with the people you love.
• Medical, dental, and vision insurance for you and your loved ones.
• Fertility and family-building assistance.
• Paid Parental leave.
• Practice Paid Basic Life Insurance.
• Practice Paid Short- and Long-Term Disability.
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
• Commuter Benefits.
• Legal Plan.
• Health Savings Account & Flexible Spending Account.
• Mental health support and resources.
• Student Debt Relief (for full-time DVMs).
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

Special Working Considerations:

• Ability to work at a computer for long periods of time.
• Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
• The noise level in the work environment is normally moderate.
• Environment where pets are present.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.