Head of Customer Operations

Description:

At Vets Choice Radiology, our mission is to end the frustration of veterinarians who need high quality, fairly priced, and timely radiology interpretations. We provide interpretations 24/7/365 with 1 hour STAT X\-Ray turnaround.

*Job Summary*

This is a transformative leadership role for an operator who thrives in complexity, leads with empathy, and builds with technology. As VP / Senior Director of Customer Operations, you will unify four distinct customer\-facing teams into a cohesive, high\-performing operating group — eliminating friction, driving efficiency through AI and smart tooling, and ultimately creating a customer experience that sets VCR apart in the veterinary teleradiology market.

You will report directly to the CEO and have significant executive visibility, a broad mandate, and the support to make a real impact. This is a role for someone who can both lead strategically and roll up their sleeves operationally.

You will bring together the following four teams into a unified Customer Operations function:

* *Clinical Liaison Team

• – The bridge between veterinary clinics and our radiologist network – operating 24/7/365 across rotating shifts to ensure seamless case coordination and communication

* *Customer Service \& Reception

• – Philippines based teams handling inbound calls and after\-hours reception coverage for US veterinary practices – ensuring no clinic goes unanswered around the clock.

* *Customer Onboarding

• – Philippines\-based specialists who guide new clinic partners through technical integration of their diagnostic imaging equipment and walk them through submitting their first radiograph.

* *Clinical Outreach Liaison

• – A dedicated escalation team managing complex customer situations and advocating internally for swift, relationship\-preserving resolutions.

*Essential Job Functions*

Organizational Leadership \& Integration

• Design and implement a unified Customer Operations structure that creates clear ownership, accountability, and career pathways across all four teams.
• Build strong cross\-functional relationships with Radiology Operations, Technology, and Sales to ensure seamless end\-to\-end customer journeys.
• Serve as a senior voice for the customer across the VCR leadership team, ensuring operational decisions reflect the clinic experience.
• Lead and develop team managers, fostering a culture of performance, continuous improvement, and psychological safety.

Process Optimization \& Operational Excellence

• Audit existing workflows across all four teams and redesign for efficiency, consistency, and scalability without sacrificing the white\-glove service VCR is known for.
• Standardize operating procedures for clinical liaison coordination, onboarding, escalation management, and after\-hours reception.
• Establish and track KPIs across all teams — including turnaround adherence, CSAT, onboarding completion times, escalation resolution rates, and team utilization.
• Optimize shift scheduling and staffing models across US and Philippines\-based teams to ensure 24/7/365 coverage while managing labor efficiency.

Technology, AI \& Salesforce Optimization

• Own and evolve VCR's Salesforce environment as the operational backbone of the Customer Operations function — driving optimization of workflows, automation rules, reporting dashboards, and customer data architecture across all four teams.
• Deploy AI\-powered voice tools to enhance the quality, consistency, and efficiency of the Clinical Liaison and reception teams — including real\-time call assist, automated call summarization, sentiment analysis, and post\-call coaching insights.
• Implement AI\-driven chat and messaging capabilities to deflect low\-complexity inbound contacts, provide 24/7 self\-service for veterinary clinics, and intelligently route escalations to the right team member without friction.
• Evaluate and deploy conversational AI solutions (e.g., AI voice agents, chatbots, intelligent IVR) that can handle routine inquiries — freeing Clinical Liaison capacity for higher\-value clinical coordination and customer success activities.
• Partner with the CTO to build a coherent AI roadmap for customer operations — covering voice intelligence, case management automation, onboarding workflow tooling, and predictive analytics for customer health scoring.
• Leverage Salesforce Service Cloud, Einstein AI, or equivalent tooling to surface proactive alerts, customer health signals, and renewal risk indicators across the Clinical Liaison and Customer Success functions.
• Establish a data\-driven operational culture with live dashboards across all teams — tracking CSAT, first\-contact resolution, onboarding velocity, escalation rates, and AI tool adoption and impact.

Customer Success \& Growth

• Evolve the Clinical Liaison team's role over time — leveraging freed capacity to shift capable team members toward proactive Customer Success functions.
• Create a structured Customer Success motion within the Clinical Liaison team, focused on clinic retention, product adoption, and relationship deepening.
• Partner with Sales leadership on expansion and upsell opportunities surfaced through day\-to\-day clinic interactions.
• Design and maintain an escalation framework within the Clinical Outreach Liaison team that resolves issues quickly and turns difficult experiences into loyalty\-building moments.

Onboarding Excellence

• Reduce time\-to\-first\-read for new clinic partners by streamlining the technical onboarding process and eliminating unnecessary friction.
• Build scalable onboarding playbooks for the Philippines\-based team, covering equipment connectivity, DICOM integration, and first\-study walkthroughs.
• Develop early engagement programs that set new customers up for long\-term success and reduce early churn.

Clinical Compliance \& Medical Board Liaison

• Serve as the primary operational liaison between the Customer Operations function and VCR's Clinical Medical Board — ensuring that all customer\-facing processes, Clinical Liaison protocols, and escalation procedures are aligned with clinical standards and regulatory requirements.
• Work closely with the Medical Board to translate clinical compliance requirements into clear, actionable operating procedures for the Clinical Liaison and Clinical Outreach teams.
• Ensure maintenance and oversee the review of SOPs for clinical communication to ensure they remain current with evolving regulatory guidance, state veterinary board requirements, and VCR internal quality standards. ( where applicable)
• Ensure the Clinical Liaison team is appropriately trained on scope\-of\-practice boundaries, communication protocols with radiologists, and escalation pathways that preserve clinical integrity.
• Act as an escalation point for any customer\-facing situations with clinical compliance implications, partnering with the Medical Board and legal counsel as appropriate.

Requirements:

Qualifications, Education, and Experience

• Bachelor’s degree required (Business Administration, Operations Management, Healthcare Administration, Finance, Engineering, or a related field)
• Master’s degree preferred (MBA or equivalent), but not required
• 20\+ years of progressive leadership experience in customer operations, customer success, or service delivery roles — ideally in a B2B SaaS, health tech, or veterinary/medtech environment.
• Demonstrated success leading and unifying multiple customer\-facing teams, including teams operating in 24/7/365 environments.
• Experience managing offshore and distributed teams, with cultural fluency and communication skills to lead effectively across geographies.
• Strong track record of deploying technology and AI tooling to improve operational efficiency and customer outcomes.
• Hands\-on experience optimizing Salesforce as an operational platform — including Service Cloud configuration, workflow automation, custom reporting, and integrating Salesforce with third\-party voice and chat tools.
• Demonstrated experience deploying AI tools within customer service environments — including AI voice assistants, chatbots, intelligent call routing, and automated summarization or coaching platforms.
• Background in scaling operations during a period of rapid company growth is strongly preferred.
• Experience in animal health, specifically provision of B2B SaaS and / or Service technologies to veterinary clinics is preferred.

Cognitive and Physical Demands

• Deeply customer\-oriented — you advocate relentlessly for the clinic experience and make decisions with the end customer in mind.
• Technology\-forward mindset — you see AI and automation as force multipliers and proactively seek opportunities to apply them.
• Strong executive presence with the ability to influence at the CEO level and collaborate across Sales, Technology, and Clinical teams.
• A builder's mentality — comfortable operating in ambiguity, creating structure where none exists, and inspiring teams through change.
• Data\-driven and analytically rigorous, able to translate metrics into clear narratives and action plans.
• Empathetic, resilient leader who earns trust quickly and develops talent intentionally.

Working Conditions

• Fully remote position
• Computer\-based work environment with high case volume
• VCR provides required computer equipment and monitors and partial reimbursement for internet service. Employees must maintain stable high\-speed internet and a professional home office environment with minimal background noise to ensure effective communication and productivity.
• Workload may fluctuate based on clinical case volume and urgency.

Reasonable Accommodations

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.

Disclaimer

Employment with Vets Choice Radiology is at\-will, which means that either the employee or the Company may terminate the employment relationship at any time, with or without cause, and with or without notice, unless otherwise required by law. Nothing in this job description or any other Company document or communication shall be construed as creating a contract of employment or a guarantee of continued employment. The Company reserves the right to modify, interpret, or apply this job description as it sees fit, in accordance with business needs and applicable laws.

Vets Choice Radiology is an Equal Opportunity Employer and does not discriminate. All employment decisions are based upon qualifications, merit, and business need.