Client Operations Manager
Dr. Kelly's Surgical Unit is looking for an analytical and process-driven Client Operations Manager to support a busy and rapidly growing multi-practice veterinary company. We are looking for a talented leader to drive customer success, customer conversions, and our growth strategy. This role is a seat at the leadership table!
As part of the applicant process, we would like to ask you to find 6-7 uninterrupted minutes to take a survey. We want to ensure you are a good fit for us and we want to be a good fit for you. We want this to be a win-win situation and most importantly, we want you to love coming to work every day.
Position Summary:
Dr. Kelly’s Surgical Unit is looking for a Client Operations Manager to support a busy and rapidly growing multi-unit veterinary practice. This position will manage and support our decentralized inbound education and scheduling team. As the Customer Engagement Manager, you will be responsible for growing this team 2x in the next year and improving and deploying new systems as we expand in Arizona and beyond. To be successful in this role you need to be an excellent leader, skilled in both customer success and sales enablement, and be driven by an analytical and metrics-driven mindset. Bottom line we are looking for a rockstar people manager, process savant, and metrics guru! Ideal candidates will be based in the Phoenix area, but excellent remote (out-of-state) candidates willing to travel to Phoenix on a monthly basis will be considered. The Client Operations Manager reports to the COO.
Who YOU are:
To be successful in the Client Operations Manager role, you need the following core competencies:
- Highly Analytical – Possess the ability to review processes, procedures, and tools for success and failure and develop plans to improve shortcomings and efficiencies. Bottom line, you love data and rely on it daily to make sound business decisions.
- Skilled People Manager – Effectively manage audit, and coach a team of 15-25 team members. Create and/or improve performance metrics to drive individual and team accountability.
- Sales Enablement and Customer Conversion - As a skilled customer team leader, you are an expert trainer in consultative sales, call conversions, and defining customer conversion metrics.
- Systems Savvy – Learning new software or new systems excites you. You learn to maximize performance in your role, to be able to access data and reports, and to support your team.
- Performance Driven – Metrics, accountability, KPIs matter a lot to you! You love a fast-paced, dynamic environment where your positive, can-do attitude can shine!
This role is perfect for YOU if:
- You are goal-oriented and like knowing what is expected of you.
- You thrive in developing processes and systems and take pride in quality deliverables.
- You enjoy analyzing data and metrics to understand and act on business trends.
- You love to solve problems!
- You have an entrepreneurial spirit and bring thoughtful and actionable feedback to the leadership table.
- You thrive in an autonomous, but supportive environment.
- You enjoy working with people from unique backgrounds.
- You have a deep interest in learning.
- You lead with a smile, positivity, and a “make it happen” approach!
- You LOVE pets!
What YOU need to have:
- Bachelor’s Degree
- Exceptional communication and analytical skills
- 3+ years managing a Customer Success team and associated metrics.
- Zendesk (or similar systemized communication products)
What YOU get:
- Highly Competitive Compensation
- Medical Dental, Vision, Aflac Coverage
- 401K and 401K Matching
- PTO
- Teledoc services through Healthiest You
- Discounted Veterinary services and products.
Why YOU will want to be part of the Dr. Kelly’s Team:
- Opportunity to be part of a collaborative leadership team who strongly values your ideas and input.
- Our clients love us! We’ve been voted Best of the Valley (Phoenix Magazine) multiple years running.
- Incredible growth potential within the organization. We’re one of the fastest-growing small businesses in America (as ranked by Inc. 5000 in 2022). With YoY growth of 40% in 2021 and 64% in 2022 and expected 50%+ in 2023. With no plans to slow down!
- Pride in knowing your work directly improves the lives of thousands of pets and their parents.
About Dr. Kelly’s:
Dr. Kelly's is a specialized veterinary practice offering high-quality surgical procedures and preventative care for pets. Our target market is the client/pet parent looking for quality and convenient pet care at a reasonable cost. We offer affordable veterinary surgical services for owners at multiple locations across the Phoenix and Tucson metro area with plans for out-of-state growth in 2023/24. We currently employ 50+ staff members and create a small company feel, with the benefits of a big corporation.
