National Client Care Manager

**About the Role** This role exists because the families we serve are going through one of the hardest moments of their lives, and the vet hospitals we partner with are trusting us to show up for those families with compassion, consistency, and professionalism every single time. The National Client Care Manager leads the team responsible for every inbound call, every family interaction, and every vet hospital touchpoint across our national footprint. This is not a traditional call center manager role. The people on this team are not just answering phones. They are guiding grieving pet parents through aftercare decisions, supporting veterinary staff during some of their most difficult client conversations, and representing our brand at the most sensitive moment in the client relationship. We are looking for someone who brings high standards, genuine empathy, and the ability to use data to coach and develop a team that performs at a level most call centers never reach. If you have led client care teams in pet services, veterinary, hospice, funeral services, or a comparably high-touch environment and you understand that quality of care and performance metrics are not opposites, we want to talk. **WHAT YOU'LL OWN** **Team Leadership and Supervision** • Directly supervise Client Care Team Leads and Senior Client Care Representatives, setting clear expectations for performance, conduct, and compassion in every client interaction • Build a team culture where empathy and accountability are not in conflict. Your team should be both genuinely caring and consistently excellent • Conduct regular one-on-ones, call calibrations, and performance reviews. Be the kind of manager your team actually comes to when something is hard • Handle escalated situations personally when needed, including calls with grieving families or vet hospital partners that require senior-level attention • Manage staffing, scheduling, and coverage across time zones to ensure the team is never the reason a family does not get answered **Quality and Performance Management** • Own the quality assurance program for all client interactions. Monitor calls, review written communications, and score interactions against standards that reflect both our performance expectations and the sensitivity of what we do • Use data to identify coaching opportunities before they become patterns. If a rep is struggling with difficult conversations, you catch it early and address it with support, not just correction • Set and track team KPIs including CSAT, average speed to answer, first contact resolution, and escalation rates. Report on these regularly to leadership with context and action plans, not just numbers • Build and maintain scorecards that give each team member a clear picture of where they stand and what good looks like **Vet Hospital and Partner Relationships** • Serve as the escalation point for vet hospital partners when service issues arise. Respond quickly, communicate clearly, and close the loop every time • Partner with the sales and account management teams to ensure the client care team is supporting vet hospital relationships, not creating friction in them • Maintain a regular check-in cadence with key vet hospital accounts to gather feedback, resolve concerns, and reinforce the partnership • Train the team on the specific needs and communication styles of vet hospital staff, who are often reaching out on behalf of a family in crisis **Training and Development** • Own onboarding for all new client care hires. That includes not just the technical side of the role but the emotional preparation for handling grief-related conversations professionally and with care • Build and maintain a library of call guides, scripts, escalation protocols, and best practices that reflects how we actually want our team to show up • Identify high-potential team members and develop them intentionally. This team should be a launching pad for people who want to grow, not a revolving door • Pa…