Sploot Veterinary Care
Pet Parent Experience Team Manager
Sploot Veterinary Care, Denver, Colorado, United States, 80285
Overview
Sploot Veterinary Care is introducing a brand new approach to veterinary care in the form of Urgent & Primary Care Clinics, and we’re looking for a
ROCKSTAR Pet Parent Experience Team Manager
to join our team, and help us provide the ABSOLUTE BEST medical care to our patients.
Sploot believes that every pet deserves high quality veterinary care whenever and wherever they need it. Whether it’s a routine visit or something that “just happened and can’t wait”, we’re there for pets and their parents.
We know that great treatment must start with a happy and thriving team, and that’s the reason we created a supportive, healthy, and balanced environment that enables veterinary professionals to thrive in and out of the clinic. Sploot genuinely values a collaborative culture and work/life balance.
What you’ll do:
Work directly with the Head of Pet Parent Experience (PPX) to evolve and elevate the Pet Parent Experience function by implementing new strategies, building out functionality, and directly supporting Sploot’s expansion
This role is fully in-clinic, traveling between our 10 Denver & 2 Colorado Springs clinics
Perform quality assessments across our clinics to ensure that our PPX members are focusing on the highest value actions set by PPX Leadership
Provide timely and actionable feedback to PPX team members based on the quality assessment
Oversee new team members training to ensure we're bringing folks up to speed in a timely manner, and create the next generation of top performers
Ensure that the cultural health of the PPX team is thriving
Manage the callout process for the team, including filling in for shift coverage when absolutely necessary
Drive forward the mission of PPX - offering pet parents a positive and supportive experience to ensure they know their furry babies are being taken care of
Resolve Pet Parent concerns and questions, including escalations and callbacks to ensure we’re providing an excellent experience
Support our medical team members to ensure we provide the best medical care possible to our pets whenever / wherever they need it
Leverage technologies for reporting and analytics across customer experience and other customer facing channels
Positively support an analytics strategy for best in class service delivery
Deliver new and improved training materials for Pet Parent Experience Associates
Who you are & What really catches our eye
Experience in veterinary clinic and/or in the human medical industry customer support
You have at least 3 years of experience as a customer support/service manager
You’re extremely organized, and focused on efficiency, with an eye for detail - you don’t let things fall through the cracks
You are a team player, and always looking to collaborate with others in the organization
You’re excited about working with a team that is introducing a brand-new approach to veterinary care
Demonstrated strategic ability to plan, execute and achieve performance metrics
Experience with cloud-based IVR platforms
What we will provide you
Competitive hourly compensation of $35 - $38.50 or $72,000 - $80,000 salary
401K Retirement with match
Health, Dental, and Vision insurance fully covered by Sploot
Generous pet care benefits for your fur babies
Up to 4 weeks of Paid Time Off (PTO)
12 weeks paid parental leave
Snacks during shifts
Team events and other local social activities
Lots of Sploot swag - what can we say? Our logo looks really cool on stuff!
For qualified candidates; benefits may vary based on experience.
Sploot Veterinary Care provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, status as a covered veteran, or any other protected status in accordance with applicable federal, state and local laws. Sploot Veterinary Care complies with applicable state and local laws governing nondiscrimination in employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job details
Seniority level: Not Applicable
Employment type: Full-time
Job function: Software Development
Industries: Software Development
#J-18808-Ljbffr
ROCKSTAR Pet Parent Experience Team Manager
to join our team, and help us provide the ABSOLUTE BEST medical care to our patients.
Sploot believes that every pet deserves high quality veterinary care whenever and wherever they need it. Whether it’s a routine visit or something that “just happened and can’t wait”, we’re there for pets and their parents.
We know that great treatment must start with a happy and thriving team, and that’s the reason we created a supportive, healthy, and balanced environment that enables veterinary professionals to thrive in and out of the clinic. Sploot genuinely values a collaborative culture and work/life balance.
What you’ll do:
Work directly with the Head of Pet Parent Experience (PPX) to evolve and elevate the Pet Parent Experience function by implementing new strategies, building out functionality, and directly supporting Sploot’s expansion
This role is fully in-clinic, traveling between our 10 Denver & 2 Colorado Springs clinics
Perform quality assessments across our clinics to ensure that our PPX members are focusing on the highest value actions set by PPX Leadership
Provide timely and actionable feedback to PPX team members based on the quality assessment
Oversee new team members training to ensure we're bringing folks up to speed in a timely manner, and create the next generation of top performers
Ensure that the cultural health of the PPX team is thriving
Manage the callout process for the team, including filling in for shift coverage when absolutely necessary
Drive forward the mission of PPX - offering pet parents a positive and supportive experience to ensure they know their furry babies are being taken care of
Resolve Pet Parent concerns and questions, including escalations and callbacks to ensure we’re providing an excellent experience
Support our medical team members to ensure we provide the best medical care possible to our pets whenever / wherever they need it
Leverage technologies for reporting and analytics across customer experience and other customer facing channels
Positively support an analytics strategy for best in class service delivery
Deliver new and improved training materials for Pet Parent Experience Associates
Who you are & What really catches our eye
Experience in veterinary clinic and/or in the human medical industry customer support
You have at least 3 years of experience as a customer support/service manager
You’re extremely organized, and focused on efficiency, with an eye for detail - you don’t let things fall through the cracks
You are a team player, and always looking to collaborate with others in the organization
You’re excited about working with a team that is introducing a brand-new approach to veterinary care
Demonstrated strategic ability to plan, execute and achieve performance metrics
Experience with cloud-based IVR platforms
What we will provide you
Competitive hourly compensation of $35 - $38.50 or $72,000 - $80,000 salary
401K Retirement with match
Health, Dental, and Vision insurance fully covered by Sploot
Generous pet care benefits for your fur babies
Up to 4 weeks of Paid Time Off (PTO)
12 weeks paid parental leave
Snacks during shifts
Team events and other local social activities
Lots of Sploot swag - what can we say? Our logo looks really cool on stuff!
For qualified candidates; benefits may vary based on experience.
Sploot Veterinary Care provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, status as a covered veteran, or any other protected status in accordance with applicable federal, state and local laws. Sploot Veterinary Care complies with applicable state and local laws governing nondiscrimination in employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job details
Seniority level: Not Applicable
Employment type: Full-time
Job function: Software Development
Industries: Software Development
#J-18808-Ljbffr