National Client Care Manager in Houston, Texas at Pet Meadow

About the Role

This role exists because the families we serve are going through one of the hardest moments of their lives, and the vet hospitals we partner with are trusting us to show up for those families with compassion, consistency, and professionalism every single time.

The National Client Care Manager leads the team responsible for every inbound call, every family interaction, and every vet hospital touchpoint across our national footprint. This is not a traditional call center manager role. The people on this team are not just answering phones. They are guiding grieving pet parents through aftercare decisions, supporting veterinary staff during some of their most difficult client conversations, and representing our brand at the most sensitive moment in the client relationship.

We are looking for someone who brings high standards, genuine empathy, and the ability to use data to coach and develop a team that performs at a level most call centers never reach. If you have led client care teams in pet services, veterinary, hospice, funeral services, or a comparably high-touch environment and you understand that quality of care and performance metrics are not opposites, we want to talk.

WHAT YOU'LL OWN

Team Leadership and Supervision

• Directly supervise Client Care Team Leads and Senior Client Care Representatives, setting clear expectations for performance, conduct, and compassion in every client interaction

• Build a team culture where empathy and accountability are not in conflict. Your team should be both genuinely caring and consistently excellent

• Conduct regular one-on-ones, call calibrations, and performance reviews. Be the kind of manager your team actually comes to when something is hard

• Handle escalated situations personally when needed, including calls with grieving families or vet hospital partners that require senior-level attention

• Manage staffing, scheduling, and coverage across time zones to ensure the team is never the reason a family does not get answered

Quality and Performance Management

• Own the quality assurance program for all client interactions. Monitor calls, review written communications, and score interactions against standards that reflect both our performance expectations and the sensitivity of what we do

• Use data to identify coaching opportunities before they become patterns. If a rep is struggling with difficult conversations, you catch it early and address it with support, not just correction

• Set and track team KPIs including CSAT, average speed to answer, first contact resolution, and escalation rates. Report on these regularly to leadership with context and action plans, not just numbers

• Build and maintain scorecards that give each team member a clear picture of where they stand and what good looks like

Vet Hospital and Partner Relationships

• Serve as the escalation point for vet hospital partners when service issues arise. Respond quickly, communicate clearly, and close the loop every time

• Partner with the sales and account management teams to ensure the client care team is supporting vet hospital relationships, not creating friction in them

• Maintain a regular check-in cadence with key vet hospital accounts to gather feedback, resolve concerns, and reinforce the partnership

• Train the team on the specific needs and communication styles of vet hospital staff, who are often reaching out on behalf of a family in crisis

Training and Development

• Own onboarding for all new client care hires. That includes not just the technical side of the role but the emotional preparation for handling grief-related conversations professionally and with care

• Build and maintain a library of call guides, scripts, escalation protocols, and best practices that reflects how we actually want our team to show up

• Identify high-potential team members and develop them intentionally. This team should be a launching pad for people who want to grow, not a revolving door

• Partner with HR on performance improvement plans and, when necessary, separations handled with fairness and dignity

Data, Reporting, and Process Improvement

• Pull and analyze call data, CSAT results, and operational metrics on a regular cadence and translate what you find into actionable decisions

• Identify recurring issues in client or vet hospital feedback and bring them to the right teams internally so the root cause gets fixed, not just managed

• Own the tools and systems the team uses daily, including the phone platform, CRM, and any quality monitoring software. If the team needs something to do their job better, advocate for it

• Build reporting that leadership can actually use, not just dashboards that live in a folder no one opens

WHAT YOU BRING

• 5 or more years of client care or customer service leadership experience, with at least 2 years managing a team that handled emotionally sensitive or high-stakes client interactions

• Background in pet services, veterinary care, cremation/funeral services, hospice, or a comparable high-touch, compassion-driven environment is strongly preferred

• You have supervised team leads or senior reps before and you know the difference between managing people and actually developing them

• Comfortable with call center metrics and data. You know what CSAT, AHT, FCR, and ASA mean, and more importantly, you know what to do when they move in the wrong direction

• Experience building or improving a quality assurance program, not just inheriting one

• Strong written and verbal communication. You can deliver hard feedback to a team member with care, and you can represent the company professionally in a difficult conversation with a grieving family or a frustrated vet hospital manager

• Familiar with CRM systems and call center platforms. You do not need to be a technical expert, but you should be able to own the tools your team relies on

• You handle ambiguity well and do not wait to be told what to do when something is not working

• Bilingual in English and Spanish is a plus given the populations we serve

WHY YOU'LL WANT THIS ROLE

• The work matters. This team is not selling anything. They are supporting families through loss. If that kind of purpose drives you, you will feel it every day in this role.

• You have real authority. This is not a coordinator position with a manager title. You own the team, the standards, the performance, and the results.

• We are growing. We are expanding nationally and this function grows with us. The team you build now will be the foundation of the client experience across every new market we enter.

• Competitive compensation. Base salary plus annual performance bonus tied to team and client satisfaction results.

• Full benefits. Health, dental, and vision; 401(k) with employer match; paid time off.

A company that takes this seriously. Pet Meadow was built on the belief that families deserve to be treated with dignity during one of the hardest moments of their lives. That is not a marketing line. It shapes how we hire, how we operate, and how we measure success.