Client Experience Manager, AVES
Ethos Veterinary Health
Veterinary Client Experience Manager
Join Our Growing Team at Austin Veterinary Emergency and Specialty Center!
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!
At Austin Veterinary Emergency & Specialty (AVES), we're growing rapidly—adding new doctors, expanding services, and launching departments—as we prepare to move into our brand-new, state-of-the-art 45,000 sq. ft. hospital.
About the Role:
The Manager of Client Experience is a key member of the hospital's Leadership Team, reporting directly to the Hospital Director. This role is accountable for overseeing all operational aspects of Client Services at AVES, ensuring the consistent delivery of exceptional hospitality and service across the organization. The Manager drives excellence in client satisfaction, operational efficiency, and service quality while aligning with the Hospital’s Mission, Vision, and Values.
Acting as the primary point of contact for client-related concerns, this leader manages client relations, de-escalates complex situations, and oversees service issues tracking and resolution. Recognizing the importance of a seamless referral process, this leader collaborates with our Referral Relationship Managers to strengthen engagement with referring veterinarians (rRVMs) and ensure continuity of care through consistent communication and partnership. The Manager of Client Experience plays an active role in strategic planning and partners across departments to support the achievement of Hospital goals and continuous service
Compensation:$60,000-$75,000, based on experience/skillsSchedule:Full TimeMonday - Friday7am-4pmEssential Functions
Leading Client Services Teams Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making and leads with integrity. Builds mutual trust and collaboration within and across teams. Partners closely with other hospital leaders to align departmental goals and create cross-functional success. Builds and maintains relationships across the ETHOS network, representing the hospital with professionalism and strategic intent. Supervises daily operations and understands employee roles well enough to provide support and guidance as needed. Leads, develops, inspires, and mentors a high performing team who are passionate about delivering exceptional and personalized expereince to our clients Fosters a culture of innovation and continuous improvement, encouraging employees to identify and act on opportunities to enhance the customer experience. Champions a white-glove service philosophy, ensuring an exceptional and personalized experience for clients and patients. Maintaining Client Services and Front Desk Goals Develops and implements clear operational goals and action plans to enhance the pet parent experience. Supports service line efficiency through strong oversight of client-facing non-clinical areas including call center, referral coordination, front desk, and portal systems. Maintains strong departmental collaboration to expedite issue resolution and drive operational excellence. Handles escalated pet parent concerns and handles interactions with empathy and professionalism, modeling de-escalation best practices. Identifies inefficiencies and leads efforts to improve systems and processes for better service delivery and productivity. Oversees the recruitment, retention, and recognition of high-performing individuals. Maintains accurate records, tracks performance metrics, and implements corrective plans as needed. Provides regular feedback, coaching, and mentorship to reinforce service standards, improve team performance, and ensure accountability. Leads training initiatives and contributes to performance appraisals and succession planning to drive continuous development and long-term success. Ensuring Exceptional Customer Service Delivers services that exceed expectations, strengthening loyalty among pet parents and referring veterinarians (rDVMs) alike. Takes ownership of issue resolution, ensuring all referring veterinarian (rDVM) concerns are acknowledged and resolved within 72 hours of the initial report. Ability to lead with a white-glove, concierge-style service model to elevate the overall client experience. Leads by example in delivering personalized, empathetic, and solution-focused service. Demonstrates strong client de-escalation capabilities and models effective conflict resolution practices. Manages daily client-facing operations to ensure alignment with Hospital standards. Responds promptly to client complaints and escalated issues ensuring positive resolution. Empowers employees to resolve issues proactively and consistently deliver exceptional service. Promotes a client-centered culture that prioritizes emotional intelligence and service excellence. Continuously seek innovative approaches to improve service delivery, streamline workflows, and enhance client satisfaction. Leverages client insights and operational data to recognize trends and identify areas for continuous improvement. Implementing Projects and Policies Leads the planning, rollout, and implementation of innovative client service programs and recognition initiatives, aligning resources and timelines to deliver high-quality, impactful results. Aligns departmental strategy with the hospital's broader operational goals, bringing creativity and systems thinking to new initiatives. Administers policies and procedures fairly and consistently. Maintains current knowledge of industry standards, trends, and legal requirements. Engages with the hospital networks, committees, and work groups to enhance growth and foster collaboration. Leadership Responsibilities Manages staffing, scheduling, and payroll administration to align labor utilization with volume and financial targets, ensuring effective use of resources. Continual partnership with the Hospital Director to oversee and enhance client financial accessibility, ensuring clear communication of payment options while reducing barriers to care. Promotes transparent communication and maintains an open-door policy. Supports Front Desk operations during times of high demand. Communicates essential information to staff and leadership in a timely and effective manner. Participates as a collaborative member of the hospital’s Leadership Team. Completes other assignments as directed by the Hospital Director or leadership team. Core Competencies Innovation & Creativity Team Building Performance Improvement Communication & De-escalation Systems Thinking Conflict Resolution Multitasking & Operational Agility Financial Acumen & Payroll Management Strategic Partnerships & Networking Qualifications:High school diploma or GED; 6 years' experience progressive experience in senior management leadership in the client services, front desk, or related professional area. OR 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. Current client experience leadership experience in a high quality fast paced environment.Training and Experience: Six 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 plusWhy 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, Interventional Radiology, and Cardiology services. In approximately 6 months, 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 matchingHealth, Dental, and Vision insuranceHealth Savings Account (HSA) / Flexible Spending Account (FSA)Life and Disability insurancePaid Time Off (PTO) and HolidaysEmployee Assistance Program and Discounts (including Pet Discount)Professional development and tuition assistanceUniform stipendRetirement planWe 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!
For more information about our hospital, please visit https://www.austinvets.com
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.
Client Services, Client Service Representative, Receptionist, Veterinary Receptionist, Veterinary Client Service Representative
Join Our Growing Team at Austin Veterinary Emergency and Specialty Center!
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!
At Austin Veterinary Emergency & Specialty (AVES), we're growing rapidly—adding new doctors, expanding services, and launching departments—as we prepare to move into our brand-new, state-of-the-art 45,000 sq. ft. hospital.
About the Role:
The Manager of Client Experience is a key member of the hospital's Leadership Team, reporting directly to the Hospital Director. This role is accountable for overseeing all operational aspects of Client Services at AVES, ensuring the consistent delivery of exceptional hospitality and service across the organization. The Manager drives excellence in client satisfaction, operational efficiency, and service quality while aligning with the Hospital’s Mission, Vision, and Values.
Acting as the primary point of contact for client-related concerns, this leader manages client relations, de-escalates complex situations, and oversees service issues tracking and resolution. Recognizing the importance of a seamless referral process, this leader collaborates with our Referral Relationship Managers to strengthen engagement with referring veterinarians (rRVMs) and ensure continuity of care through consistent communication and partnership. The Manager of Client Experience plays an active role in strategic planning and partners across departments to support the achievement of Hospital goals and continuous service
Compensation:$60,000-$75,000, based on experience/skillsSchedule:Full TimeMonday - Friday7am-4pmEssential Functions
Leading Client Services Teams Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making and leads with integrity. Builds mutual trust and collaboration within and across teams. Partners closely with other hospital leaders to align departmental goals and create cross-functional success. Builds and maintains relationships across the ETHOS network, representing the hospital with professionalism and strategic intent. Supervises daily operations and understands employee roles well enough to provide support and guidance as needed. Leads, develops, inspires, and mentors a high performing team who are passionate about delivering exceptional and personalized expereince to our clients Fosters a culture of innovation and continuous improvement, encouraging employees to identify and act on opportunities to enhance the customer experience. Champions a white-glove service philosophy, ensuring an exceptional and personalized experience for clients and patients. Maintaining Client Services and Front Desk Goals Develops and implements clear operational goals and action plans to enhance the pet parent experience. Supports service line efficiency through strong oversight of client-facing non-clinical areas including call center, referral coordination, front desk, and portal systems. Maintains strong departmental collaboration to expedite issue resolution and drive operational excellence. Handles escalated pet parent concerns and handles interactions with empathy and professionalism, modeling de-escalation best practices. Identifies inefficiencies and leads efforts to improve systems and processes for better service delivery and productivity. Oversees the recruitment, retention, and recognition of high-performing individuals. Maintains accurate records, tracks performance metrics, and implements corrective plans as needed. Provides regular feedback, coaching, and mentorship to reinforce service standards, improve team performance, and ensure accountability. Leads training initiatives and contributes to performance appraisals and succession planning to drive continuous development and long-term success. Ensuring Exceptional Customer Service Delivers services that exceed expectations, strengthening loyalty among pet parents and referring veterinarians (rDVMs) alike. Takes ownership of issue resolution, ensuring all referring veterinarian (rDVM) concerns are acknowledged and resolved within 72 hours of the initial report. Ability to lead with a white-glove, concierge-style service model to elevate the overall client experience. Leads by example in delivering personalized, empathetic, and solution-focused service. Demonstrates strong client de-escalation capabilities and models effective conflict resolution practices. Manages daily client-facing operations to ensure alignment with Hospital standards. Responds promptly to client complaints and escalated issues ensuring positive resolution. Empowers employees to resolve issues proactively and consistently deliver exceptional service. Promotes a client-centered culture that prioritizes emotional intelligence and service excellence. Continuously seek innovative approaches to improve service delivery, streamline workflows, and enhance client satisfaction. Leverages client insights and operational data to recognize trends and identify areas for continuous improvement. Implementing Projects and Policies Leads the planning, rollout, and implementation of innovative client service programs and recognition initiatives, aligning resources and timelines to deliver high-quality, impactful results. Aligns departmental strategy with the hospital's broader operational goals, bringing creativity and systems thinking to new initiatives. Administers policies and procedures fairly and consistently. Maintains current knowledge of industry standards, trends, and legal requirements. Engages with the hospital networks, committees, and work groups to enhance growth and foster collaboration. Leadership Responsibilities Manages staffing, scheduling, and payroll administration to align labor utilization with volume and financial targets, ensuring effective use of resources. Continual partnership with the Hospital Director to oversee and enhance client financial accessibility, ensuring clear communication of payment options while reducing barriers to care. Promotes transparent communication and maintains an open-door policy. Supports Front Desk operations during times of high demand. Communicates essential information to staff and leadership in a timely and effective manner. Participates as a collaborative member of the hospital’s Leadership Team. Completes other assignments as directed by the Hospital Director or leadership team. Core Competencies Innovation & Creativity Team Building Performance Improvement Communication & De-escalation Systems Thinking Conflict Resolution Multitasking & Operational Agility Financial Acumen & Payroll Management Strategic Partnerships & Networking Qualifications:High school diploma or GED; 6 years' experience progressive experience in senior management leadership in the client services, front desk, or related professional area. OR 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. Current client experience leadership experience in a high quality fast paced environment.Training and Experience: Six 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 plusWhy 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, Interventional Radiology, and Cardiology services. In approximately 6 months, 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 matchingHealth, Dental, and Vision insuranceHealth Savings Account (HSA) / Flexible Spending Account (FSA)Life and Disability insurancePaid Time Off (PTO) and HolidaysEmployee Assistance Program and Discounts (including Pet Discount)Professional development and tuition assistanceUniform stipendRetirement planWe 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!
For more information about our hospital, please visit https://www.austinvets.com
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.
Client Services, Client Service Representative, Receptionist, Veterinary Receptionist, Veterinary Client Service Representative
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