Client Engagement Manager - Mission Pet Health

The Client Engagement Manager leads a team of Client Engagement Specialists and is accountable for the financial performance and client experience across a defined portfolio of hospitals. This exempt-level role combines people leadership with strategic oversight of client communication and engagement, revenue growth, and service delivery outcomes.

The Manager is responsible for developing team performance, coaching client-facing communication, and aligning hospital needs with business goals. Additionally, the role owns a "book of business," proactively managing client satisfaction and conversion performance while tracking trends, identifying gaps, and driving improvement.

Key Responsibilities

Team Leadership & Development

• Lead and develop a high-performing team of approximately 10–15 Client Engagement Specialists
• Facilitate weekly team meetings to align priorities, coach performance, and cascade organizational updates
• Monitor call quality, provide direct coaching, and address performance concerns
• Support hiring, onboarding, and training of new team members
• Foster a culture of accountability, empathy, and client-first service
  
  

Book of Business Ownership

• Oversee a regional portfolio of hospitals and drive client engagement performance
• Serve as a strategic partner to hospital leaders, identifying opportunities for improvement and growth
• Own and analyze key performance indicators such as outbound conversion rates, reminder utilization, and client retention
• Collaborate cross-functionally with analytics, operations, and program leadership to address systemic issues
• Maintain communication channels to escalate concerns and share success stories
  
  

Operational & Financial Performance

• Analyze and manage a departmental P&L using insights to guide decision-making and drive financial improvement
• Drive revenue-impacting initiatives across client communication and engagement workflows
• Monitor scheduling trends and proactively recommend solutions to increase access and efficiency
• Ensure team alignment with conversion targets and quality standards
• Participate in strategic planning sessions to influence future workflows and program development
  
  

Administrative Oversight

• Approve PTO, manage scheduling, and ensure accurate timekeeping (if applicable)
• Maintain performance documentation and contribute to reporting insights to the Program Director
• Coordinate IT setup for new hires and support the resolution of team technical issues
  
  

WORK ENVIRONMENT AND HOURS

• Fully remote role with flexible hours aligned to business needs
• Availability required during standard business hours (Mon–Fri)
• Must be available to travel up to 20%
  
  

Required Skills And Qualifications

• 3 years of experience in people leadership, preferably in a client service, veterinary, or healthcare setting
• Experienced in managing a remote call center team
• Proven ability to drive results, manage team performance, and influence client behavior
• Familiarity with call center metrics, practice management systems, and service-level accountability
• Exceptional organizational and critical thinking skills
• Clear and effective communicator in both written and verbal formats
• Highly self-motivated with the ability to operate independently in a fast-paced, remote environment