Veterinary Client Experience Manager, AVES

Manager Of Client Experience

Are you passionate about delivering exceptional client experiences and ready to lead with purpose in a fast-paced, specialty veterinary environment? Austin Veterinary Emergency & Specialty (AVES) is looking for an inspiring and service-driven Manager of Client Experience to join our Leadership Team. In this pivotal role, you'll shape how clients and referring veterinarians engage with our hospital, championing compassionate care, operational excellence, and innovative service delivery. If you're energized by the opportunity to make a meaningful impact every day, we want to meet you!

About The Role

The Manager of Client Experience is a vital member of the hospital's Leadership Team, reporting directly to the Hospital Director, and is responsible for overseeing the operational aspects of Client Services at Austin Veterinary Emergency & Specialty (AVES), with a focus on quality outcomes, operational efficiency, cost management, and client satisfaction. This individual plays a central role in shaping how clients and referring veterinarians engage with the hospital, ensuring a seamless, compassionate, and professional experience. The Manager is accountable for delivering high-quality, cost-effective care aligned with the Mission, Vision, and Values of AVES, while ensuring compliance with all relevant regulations, licensing standards, and accreditation requirements. In addition to operational leadership, the Manager actively contributes to strategic planning initiatives and supports the hospital's broader institutional goals and objectives.

Compensation

$60,000-$75,000, based on experience/skills

Schedule

Full Time

• Monday - Friday
• 7am-4pm

Essential Functions

Core competencies: Interdisciplinary leadership, team building, performance improvement, communication, systems thinking, negotiation, multitasking, and financial acumen.

• Operationally accountable for all client and referring veterinarian non-clinical interfaces to include: call center, referral coordination, referral portal, front desk staff, and all other non-clinical support staff working in each service line.
• Identifies and articulates the vision and strategic direction for the discipline of Client Experience and collaborates on the implementation of operational strategies/initiatives to achieve them.
• Promotes and utilizes a patient centered approach with departments.
• Provides leadership and direction for the development of strategies to promote the recruitment, retention and recognition of excellence in assigned Departments, including oversight and recommendations regarding compensation and benefit programs for staff.
• Leads in the planning, implementation and evaluation of new and expanded clinical programs and services, assuring appropriate resources for the delivery of care.
• Creates win-win solutions among diverse needs and expectations.
• Possesses excellent medical staff and clinical relationship development skills.
• Participates as an active member of the Leadership Team
• Maintains knowledge of current trends and legal requirements in areas of responsibility by reading journals, newsletters and attending educational meetings.
• Develops annual departmental and capital budgets, monitors and analyzes ongoing performance and productivity and implements necessary corrective plans.
• Maintains department records and files.
• Serves on internal and external work groups, committees, and agencies as appropriate.
• Performs other responsibilities as requested by the Hospital Director and other leadership staff.

Qualifications

Education: Bachelor's degree required, preferably in Health or Business Administration.

• Current client experience leadership experience in a high quality fast paced environment.
• Five years' progressive experience in senior management leadership.
• Adapts positively to the ever-changing healthcare environment by supporting technology and process changes.
• Ability to empathize with others and demonstrate a values-based work style is required.
• Must possess excellent listening and interpersonal skills and problem-solving methods.
• Must be able to work varying hours as required.
• Must have basic computer skills, including working knowledge of office software.
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus

Why Choose AVES?

Austin Veterinary Emergency and Specialty Center (AVES) has been established in the Austin community for 10 years serving the Austin pet community. We are a robust 24/7/365 multi-disciplinary veterinary facility that offers Emergency, Critical Care, Internal Medicine, Surgery, Anesthesiology, Neurology, Oncology, Diagnostic Imaging and Cardiology services. In approximately 1 year, we will be relocating our hospital to a new location (within 2.6 miles from our current location) which will allow us to expand our services and provide growth opportunities for our staff. AVES core values of Kindness, Integrity, Collaboration and Consistently are our driving forces that help us provide top notch medical care and customer service to the Austin Community. We have a strong focus on the continued education of our staff through an on-site Education Program that provides job training for our support staff.

Benefits Include:

• 401(k) with matching
• Health, Dental, and Vision insurance
• Health Savings Account (HSA) / Flexible Spending Account (FSA)
• Life and Disability insurance
• Paid Time Off (PTO) and Holidays
• Employee Assistance Program and Discounts (including Pet Discount)
• Professional development and tuition assistance
• Uniform stipend
• Retirement plan

We would love to hear from dedicated professionals who are passionate about making a difference and are excited to grow alongside us. Join our team today and experience the culture you've been looking for!