Director of Client Experience

    • Job Tracking ID: 512912-623943
    • Job Location: San Francisco, CA
    • Job Level: Management
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: June 07, 2018
    • Years of Experience: 5 - 7 Years
    • Starting Date: ASAP
    • Campus Location: Mission & Pacific Heights
    • Status: Regular Full-Time
    • Department: Header: Mission & Pacific Heights Hospitals
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Summary:

The Director of Client Experience (DCE) is a new, exciting position at the SF SPCA and will be instrumental in helping the SF SPCA veterinary hospitals achieve their vision of creating a Center of Excellence and Compassion. Reporting to the Chief of the Veterinary Hospitals (CVHO), the DCE balances day-to-day operations with strategic and innovative initiatives to revolutionize veterinary medicine.

In addition to being a client advocate and an innovator around client experience, the ideal candidate knows and is passionate about preserving the human-animal bond, is great at building strong, joyful teams, has an aptitude for technology, is driven by data and is able to orchestrate and implement plans.

The DCE leads a multi-faceted and fast-paced daily routine, where decision-making, coaching, critical thinking, communicating, and organizing are crucial qualities to have as an individual with ownership over the entire customer experience. The DCE will regularly collaborate and liaise with all departments, including marketing, adoptions, development and behavior, to build a continuum of care for pets and people. This position is unique in that it requires both creative and operational muscle to excel - a healthy balance of art and science.

Essential Duties and Functions:

Leadership

  • Partner with CHVO to optimize the overall client experience and staff performance
  • Decide what tools, processes, and bold strategies we use to deliver an amazing customer experience
  • Create an environment that respects, nourishes, & reinforces the human-animal bond
  • Connect the organization’s vision and values to the business and financial strategies of the hospitals
  • Anticipate and create opportunities to make veterinary care more accessible, desired, and easier to understand for all clients
  • Discover and navigate key issues, problems, and opportunities and turn them into actions that achieve the hospitals goals
  • Help to build cultural alignment and smooth client transitions between the hospitals and adoptions/shelter medicine teams
  • Help to build a Culture of Philanthropy throughout the organization
  • Prepare and manage annual budget to achieve set objectives and goals
  • Participate in organizational leadership, including strategic planning, capital improvements, leadership development and staff and volunteer recognition
  • Be a change leader by implementing improvements in processes, financial assistance, and systems

Analytics and Technology

  • Recommend and implement survey methodology tools/tactics/metrics that will help the firm better understand the client
  • Solicit customer feedback, conduct studies, and understand current research to develop strategies to address client concerns and exceed expectations
  • Develop, analyze, and report key performance indicators
  • Collaborate with marketing to utilize social media platforms in reaching out to customers
  • In conjunction with other leaders, Integrate CRM and use social media to build a continuum of care across the hospital and other programs offered at the SF SPCA

Client Experience

  • Define and implement standards and procedures for ensuring optimal customer experience
  • Establish avenues of communication that easily allow customers and the organization to connect
  • Create a welcoming environment and positive experience for our ESL clients

Team Oversight and Development

  • Oversee the hiring, orientation, and training of the customer experience team
  • Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the organization
  • Monitor the activities of the customer service team to ensure compliance with high standards of customer service
  • Organize training programs for both new and current staff to enhance their skill set and ensure their job knowledge is up to date
  • Embrace a learning culture by attending seminars, workshops, and conferences to improve on existing job knowledge
  • Oversee the merchandising of products (pharmacy)

Customer Service

  • Practice and encourage the humane treatment of animals
    • Provide quality customer service to clients, volunteers, and staff while actively promoting our mission, services, programs and events
  • Promote donation and giving opportunities as appropriate

Volunteers

  • Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society

Safety

  • Ensure a safe work environment, following all safety guidelines and modeling safe work practices
  • Take immediate action to address any safety concerns that could put a staff member, volunteer client, animal, or the organization at risk
  • Maintain a clean, healthy, and sanitary work area; follow all pest and rodent control protocols
  • Participate in keeping the SF SPCA campus clean and well maintained

Diversity and Inclusiveness

  • Work effectively with individuals from diverse communities and cultures
  • Successfully works with a team of colleagues who represent a diversity of work and conflict resolution styles
  • Promotes culture competency

Open Communication

  • Facilitate open, direct communication throughout the Society
  • Embrace and promote the Society’s BLISS direct communication program

Physical Requirements and Work Environment:

  • Work is performed in a shelter and veterinary setting
  • Regularly sits at a computer station and operates electronic equipment
  • Frequent bending, reaching, and twisting while working with patients
  • Periodically moves about the campus to coordinate work
  • Exposure to disinfectant solutions when in kennel and treatment areas
  • Possible exposure to animals under stress
  • Exposure to loud noises, odors, animal pain and suffering, hazardous chemicals, pharmaceuticals, and biohazards during the routine practice of veterinary medicine
  • Occasional weekend and evening work
  • Consistently exposed to animals and animal allergens under conditions with limited alternatives available

Reporting Relationships and Contacts:

  • Chief of the Veterinary Hospitals

Education and Experience:

  • Bachelor’s degree required
  • Five to seven years of increasingly more complex management experience, including building and leading teams

Knowledge, Skills and Abilities:

  • Embrace the mission, vision and values of the SF SPCA
  • Demonstrated experience with analytical operations
  • Proven experience prioritizing, being detail-oriented, highly organized and influencing and communicating cross-functionally
  • Veterinary or human hospital administration experience strongly preferred
  • Proven track record of recruiting high performing and accountable teams?
  • A true passion for helping people and creating positive customer service experiences
  • Highly organized with focus on execution, problem solving, and improving processes
  • Motivated self-starter with a high-efficiency work style
  • Excellent written and verbal communications
  • Comfortable with public speaking
  • Strong attention to detail
  • Ability to think critically and adapt quickly in a flexible environment
  • Exceptional time management skills and accountability
  • Team player with an ability to work collaboratively - always with a smile
  • Interest in socially and environmentally responsible organizations
  • Ability to orchestrate and implement plans
  • Bilingual in Spanish or Chinese is an asset

Benefits

Salary and Benefits:

The salary for this position depends on the length and breadth of experience. Eligible for full benefits package including: paid time off, medical, dental & vision insurance, life insurance, long-term disability, tax-deferred retirement plan, pre-tax commute expense deductions, pet bereavement leave, discounted veterinary care, employee discount on retail, pet supplies, dog training classes, and humane education.