Veterinary Manager Jobs in Riverside, CA (NOW HIRING)

Title: Client Experience Manager
Reports To: Hospital Director
Position Type: Full-time
FLSA Status: Exempt
Location: Partner Hospital, onsite, 24-hour specialty and emergency operations
Salary Range: $75,000–$85,000

Veritas Veterinary Partners seeks a compassionate and operationally minded Client Experience Manager to lead the client-facing team at a Partner Hospital. The Client Experience Manager creates welcoming, efficient experiences that reflect Veritas values while leading a team dedicated to supporting pets, their families and medical staff. This role serves as the vital connection between clients and clinical teams, ensuring every interaction reinforces the highest standard of veterinary care while cultivating a collaborative, service-driven culture.

• Lead, schedule and develop a team of client experience associates and concierge staff across all client-facing areas.
• Conduct regular performance conversations, provide coaching and recognition and hold team members accountable to service standards.
• Partner with the Hospital Director and People and Culture Operations on recruiting, onboarding and retaining client service talent.
• Facilitate team huddles and training sessions to reinforce service standards, communication techniques and empathy-based approaches.
• Identify development opportunities for high-performing team members and create pathways for advancement.

• Oversee all client touchpoints including reception, check-in, discharge, phone communications and follow-up.
• Serve as the primary escalation point for complex client concerns, resolving issues with empathy, professionalism and urgency.
• Monitor client satisfaction metrics, identify trends and implement actionable improvements in coordination with hospital leadership.
• Develop and maintain service recovery protocols that prioritize client trust and relationship preservation.
• Ensure accurate, timely and compassionate communication throughout the client journey.

• Ensure client-facing workflows comply with hospital policies, HIPAA-equivalent client confidentiality standards and state regulations.
• Oversee accurate client record management, financial transaction processing and front-end billing coordination.
• Maintain staffing schedules that ensure consistent coverage across all operating hours including evenings, weekends and holidays.

• Partner with clinical leadership to ensure client communication reflects accurate, timely medical information.
• Collaborate with the Hospital Director on service initiatives, client experience strategy and team culture goals.
• Build strong working relationships with clinical teams, ensuring client experience is treated as a shared organizational responsibility.

• Bachelor's degree in Business Administration, Communications, Healthcare Management or a related field, or equivalent professional experience in client service leadership.
• Minimum three years of experience in a client-facing leadership role in veterinary medicine, healthcare, hospitality or a similarly high-care service environment.
• Demonstrated experience managing and developing frontline service teams.
• Strong communication, de-escalation and conflict resolution skills.
• Ability to remain composed and empathetic in emotionally charged and high-volume environments.

• Experience in specialty or emergency veterinary medicine or human hospital patient services.
• Prior experience in a multi-site, PE-backed or high-growth organization.
• Background in service recovery strategy, client satisfaction measurement or experience program design.
• Familiarity with veterinary practice management software.

At Veritas Veterinary Partners, we harness the hearts, minds and effort of our teammates, united in our CIRCLE of Core Values, to help us unlock our full potential.

Compassion: We lead with heart in every interaction. For our patients, this means attentive care. For clients, it means guiding them with understanding. For each other, it means creating a culture founded on respect and trust.

Integrity: We always do what's right. Through accountability, honesty and transparency, we uphold the highest ethical and medical standards and honor the trust placed in us in every decision.

Respect: The best outcomes come from working together with heart and valuing every perspective. By honoring each others' expertise, we create an environment where collaboration thrives and ideas emerge at every level.

Community: We harness the strengths of our people to build a culture where everyone is seen, heard and valued. This unity fosters trust across teams and assures clients their pets are cared for by one team.

Leadership: We set the standard for exceptional care by combining sharp minds, medical expertise and compassion. Through best-in-class tools, collaboration and a growth mindset, we uphold our role as leaders in specialty and emergency veterinary care.

Evolution: We stay curious, adaptable and seek ways to elevate patient care. By committing to a growth mindset and supporting each other, we unlock the fullest potential of individuals, teams and our organization.

This position is onsite full-time in a fast-paced specialty and emergency veterinary hospital. The role requires extended periods at the reception desk and client interaction areas, the ability to stand and move throughout the facility and composure in emotionally charged and high-volume environments. The Client Experience Manager will regularly interact with clients in crisis, grief or distress and must model calm, empathetic professionalism at all times. Hours may include evenings, weekends and holidays consistent with hospital operating hours.

We are committed to supporting the well‑being, growth, and long‑term success of our team:

• Medical, dental, vision, and life insurance options
• 401(k) with company match
• Employer‑paid basic life insurance with optional add‑on policies
• Paid time off and sick pay
• Uniform allowance
• Continuing education support for licensed staff
• Career development and advancement within specialty departments
• Employee referral bonus program
• Employee discounts and insurance perks
• Mental health and wellness support resources (including Talkspace)