Regional Client Manager

We are seeking a dynamic and strategic Regional Client Manager to join our team!

The Regional Client Manager plays a pivotal role in shaping and elevating client service delivery across veterinary hospitals within a designated region. This leader partners closely with hospital and field leadership teams to build and support high-performing client service teams, ensuring exceptional experiences for pet owners and their families. The role combines strategic oversight with hands-on coaching to drive consistency, empathy, and excellence in every client interaction.

Key Responsibilities

• Collaborate with hospital leadership to assess and enhance client service operations, workflows, and team performance.
• Develop and implement regional client service strategies aligned with organizational goals and veterinary standards.
• Coach and mentor hospital client service managers and teams to foster a culture of compassion, responsiveness, and professionalism.
• Partner with field leaders to identify service gaps and create targeted improvement plans.
• Monitor client satisfaction metrics (e.g., NPS, CSAT) and lead initiatives to improve scores across the region.
• Support recruitment, onboarding, and development of client service team members.
• Facilitate training programs focused on communication, conflict resolution, and service recovery.
• Lead regional service audits and provide actionable feedback to hospital teams.
• Serve as a liaison between hospitals and corporate teams to ensure alignment on service standards and initiatives.
• Travel regularly to hospitals within the region to provide on-site support and guidance.

Qualifications

• 5+ years of experience in client service leadership, preferably within veterinary, healthcare, or hospitality industries.
• Proven ability to lead and influence cross-functional teams in a multi-site environment.
• Strong interpersonal, coaching, and conflict resolution skills.
• Familiarity with veterinary hospital operations and client expectations.
• Ability to analyze service data and translate insights into action.
• Willingness to travel up to 50% within the region.

VCA Animal Hospital offers a competitive compensation and benefits package, including Medical/Dental/Vision insurance. 401(k) retirement plan, pet care discounts, paid vacation, holidays and sick days, and health and well-being programs that provide resources and training. Compensation is negotiable based on education, experience, and other relevant credentials. The pay range for this position is $85,000-$95,000 per year.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.