Client Experience Manager
Ethos Veterinary Health
Red Bank, NJ
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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Animal Care, Coaching, Communication Skills, Compensation and Benefits, Customer Escalations, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service Evaluation, Customer Service Management, Customer Support/Service, Develop and Maintain Customers, Disability Insurance, Emergency Care, Employee Assistance Plan, English Language, Finance, Financial Control, Financial Management, Healthcare, Hospital, Leadership, Leading Edge Technology, Life Insurance, Magnetic Resonance Imaging (MRI), Medicine, Mentoring, Metrics, Multilingual, Network Integration, Nursing, Operational Improvement, Operational Support, Operations Management, Patient Care, Payroll Management, People Management, Performance Analysis, Performance Management, Performance Metrics, Positron Emission Tomography (PET), Problem Solving Skills, Resolve Customer Issues, Service Delivery, Team Building, Team Player, Training Program, Veterinary Hospital, Veterinary Medicine
LOCATION
Red Bank, NJ
POSTED
30+ days ago
Client Experience Manager
$80,000 - $100,000 | Red Bank Veterinary Hospital| Red Bank, NJ
If you're a leader looking to advance your career in a cutting-edge specialty environment, Red Bank Veterinary Hospital offers the opportunity to work in a new, 100,000+ sq. ft. state-of-the-art hospital designed for advanced specialty and emergency care. With MRI, CT, PET scanning, 12 surgical suites, a dedicated ER, and expanded training spaces, RBVH combines innovative medicine with compassionate care for pets, clients, and team members alike.
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.
Compensation
- $80,000 - $100,000 based on experience and skills brought to this role
Full-Time Benefits Include:
- Medical, Dental, and Vision
- 401(k)
- Employee Assistance Program (EAP)
- Continuing Education (CE) + Free Vetbloom (RACE-approved CE) access
- Paid Time Off:
- Sick Days
- Vacation Days
- Bereavement Leave
- Disability & Life Insurance
- Employee Pet Discount
- Referral Program
Schedule
- Full-Time
- Monday – Friday
- Occasional weekends/off-hours as needs arise
Job Description
The Client Experience Manager leads the Client Services team and works collaboratively with hospital leaders to support a positive and consistent client experience. This role promotes compassionate communication, exceptional service delivery, effective service recovery, and hospitality standards to help ensure clients feel welcomed, informed, supported, and confident in their pet’s care. The manager partners closely with medical and operations leadership to improve consistency, address client experience opportunities, and foster a culture of hospitality and compassion throughout the hospital.
Responsibilities
Client Experience Leadership
The Client Experience Manager leads the Client Services team and works collaboratively with hospital leaders to support a positive and consistent client experience. This role promotes compassionate communication, exceptional service delivery, effective service recovery, and hospitality standards to help ensure clients feel welcomed, informed, supported, and confident in their pet’s care. The manager partners closely with medical and operations leadership to improve consistency, address client experience opportunities, and foster a culture of hospitality and compassion throughout the hospital.
Responsibilities
Client Experience Leadership
- Support and continuously enhance client experience programs, service standards, and communication practices.
- Serve as a champion for the client experience and partner with hospital leaders to promote consistency across client-facing interactions.
- Monitor, refine, and reinforce communication, follow-up, 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 support consistent communication and service standards across departments and services.
- Monitor and report on client experience KPIs including client satisfaction scores, complaint trends, service recovery metrics, wait-time communication performance, and training completion rates; provide regular performance reporting to hospital leadership.
- Provide leadership and direction for the Client Services function, working closely with supervisors and engaging directly with client-facing teams to support service excellence, team development, and operational success.
- Oversee staffing, recruitment, scheduling, payroll, and performance management activities for the Client Services department in collaboration with supervisors.
- Coach, develop, and support supervisors and client-facing teams; reinforce accountability, recognition, and service excellence standards.
- Collaborate with supervisors to maintain staffing coverage and operational workflows that support consistent service delivery.
- Respond to client escalations and lead service recovery efforts.
- Address client inquiries, concerns, and complaints promptly, professionally, and compassionately.
- Identify opportunities to improve client satisfaction using feedback, service trends, and client experience data.
- Maintain and refine client communication standards and resources for key client interactions, including intake, updates, discharge, and financial conversations.
- Support initiatives that improve wait-time communication, client engagement, and overall service delivery.
- Support the effective use of digital communication tools and technologies that enhance client experience.
- Partner with hospital leadership to address operational issues that impact the client experience and support efficient service delivery.
- Ensure Client Services teams consistently follow established registration, check-in, check-out, and payment collection processes to support an accurate and efficient client experience.
- Ensure appropriate financial controls, cash handling procedures, and payment collection standards are followed within Client Services functions.
- Partner with Finance and hospital leadership to address client payment concerns, financial exceptions, and outstanding balances in accordance with hospital policies.
- Bachelor’s degree in Business or a related field, or an equivalent combination of education and relevant professional experience.
- Minimum of three (3) 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.
- Proven 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!
- Experience in a veterinary or healthcare hospital setting.
- Experience developing, implementing, or facilitating training programs.
Why Leaders Choose RBVH?
- Work alongside a dedicated team of veterinary professionals committed to delivering exceptional patient care.
- Lead in a fast-paced, collaborative environment where your decisions directly impact patient outcomes and team success.
- Develop your leadership skills while helping shape the future of a growing specialty and emergency hospital.
- Expand your knowledge through mentorship, continuing education, and ongoing professional development.
- Receive a competitive compensation and benefits package that recognizes your expertise and commitment.
About RBVH
Red Bank Veterinary Hospital (RBVH), now located in Red Bank, NJ, 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 including MRI, CT, fluoroscopy, and PET scanning, the hospital features 12 surgical suites, a dedicated emergency department, expanded training facilities, and specialized spaces designed to support exceptional patient care.
Nearby Communities
RBVH attracts Veterinary Technicians and Clinical Leaders from throughout the Jersey Shore region, Central New Jersey, and the New York metropolitan area, including:
Red Bank Veterinary Hospital (RBVH), now located in Red Bank, NJ, 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 including MRI, CT, fluoroscopy, and PET scanning, the hospital features 12 surgical suites, a dedicated emergency department, expanded training facilities, and specialized spaces designed to support exceptional patient care.
Nearby Communities
RBVH attracts Veterinary Technicians and Clinical Leaders from throughout the Jersey Shore region, Central New Jersey, and the New York metropolitan area, including:
- Tinton Falls, NJ
- Middletown, NJ
- Holmdel, NJ
- Colts Neck, NJ
- Freehold, NJ
- Marlboro, NJ
- Howell, NJ
- Eatontown, NJ
- Long Branch, NJ
- Asbury Park, NJ
- Staten Island, NY
- Brooklyn, NY
- Bayonne, NJ
- Jersey City, NJ
Considering Relocation?
Join one of the premier specialty and emergency veterinary hospitals in the Northeast. RBVH's new state-of-the-art facility, advanced technology, collaborative culture, and commitment to professional growth make it an exceptional opportunity for veterinary leaders looking to advance their careers in specialty medicine and hospital leadership.
Know Someone Amazing?
If this role isn't the right fit but you know a great Veterinary Leader, send them our way!
Email
Join one of the premier specialty and emergency veterinary hospitals in the Northeast. RBVH's new state-of-the-art facility, advanced technology, collaborative culture, and commitment to professional growth make it an exceptional opportunity for veterinary leaders looking to advance their careers in specialty medicine and hospital leadership.
Know Someone Amazing?
If this role isn't the right fit but you know a great Veterinary Leader, send them our way!
Craig.Rizzo@ethosvet.com
—you could earn a $1,250 referral bonus if they're hired.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.
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.
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