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 …