Director, Virtual Operations

Summary

Join our growing veterinary support team as a leader responsible for expanding and managing our remote customer support and medical nurse teams. You will oversee daily operations, maintain high service standards, and scale the teams from 40 to 200 members. This role requires a tactical leader with experience in managing teams and scaling dynamic business models with integrated remote and on-site operations. You will lead, coach, and mentor team leads and their respective teams to achieve performance goals. The ideal candidate will develop long-term strategies to enhance operational efficiency, scale the team, and maintain high service levels. You will also be responsible for implementing AI strategies to improve efficiency and customer satisfaction.

Requirements

• Minimum 5+ years in overseeing teams of 30 or more (customer success teams preferred)
• Track record of efficiently delivering against growth targets and KPIs with limited resources
• Experience leading cross functional initiatives
• Exceptional interpersonal skills
• Deep understanding of successful change management strategies
• Ability to juggle multiple competing priorities in a fast paced environment
• Expert in Google suites and at least one CRM program with adaptability to learn new computer based applications with ease
• Experience working with AI tools and the ability to evaluate, onboard, and monitor new tools
• Strong active listening and written and verbal communication skills; strong professional presence
• Proven self-starter with the ability to work independently
• Highly organized and detail-oriented work ethic
• Ability to analyze and assess complex and ambiguous data to make recommendations for continuous strategic and operational improvements
• Commitment to uphold SWEAT values in word and actions
• High EQ and ability to work in ambiguous situations while maintaining a calm and positive demeanor

Responsibilities

• Manage staffing, scheduling, and capacity planning to ensure consistent, high-quality experiences for customers
• Optimize workflows to support efficient case management, self-service options, and process improvement initiatives
• Act as a bridge between remote support teams and on-site clinics to proactively address risks, set priorities, and deliver effective support
• Oversee daily operations, monitor team performance against KPIs, and focus on continuous improvement via education and QA initiatives
• On call as needed for the support of the team
• Lead, coach, and mentor CX Pod Leads and lead manager(s) and their respective teams to achieve performance goals
• Develop strategic plans for the growth and structure of the teams
• Oversee onboarding processes and provide structured feedback to improve team effectiveness
• Design and implement training programs to support professional growth and enhance skillsets after the initial onboarding
• Maintain a high standard for customer experience and foster alignment with “The Petfolk Way.”
• Partner with Team Leads to navigate challenging client scenarios and manage stakeholder communications effectively
• Develop long-term strategies to enhance operational efficiency, scale the team, and maintain high service levels
• Identify opportunities to reduce case volume through technology and automation and implement these strategies using project management skills
• Drive case volume reductions through technology and automation by identifying and implementing strategic opportunities, leveraging strong project management expertise
• Own Gladly management, evaluate, and implement CRM enhancements to optimize remote team operations and customer outcomes. This could include IVR structure, rules, topics, workflows, etc
• Analyze complex call center and agent data to identify trends and use these insights to create and achieve actionable business initiatives
• Own company summaries of customer satisfaction including reviews and nps
• Support growth initiatives such as the Membership Program and other non-medical service offerings
• Create an AI plan for the department and implement it against that plan

Preferred Qualifications

• Proven experience in leading and scaling fully remote teams
• Strong background in integrating remote support operations with brick-and-mortar business models
• Capable of managing shifting priorities in a dynamic work environment
• Excels at project management and structures initiatives with clear and trackable metrics
• Strong analytical skills, with the ability to derive actionable insights from complex data
• Skilled at leading change management and influencing cross-functional teams
• Excellent communication and interpersonal skills for building effective cross-functional relationships
• Adaptive to learning and navigating industry-specific nuances