Communication Center Senior Manager

Bond Vet is building the next generation of veterinary clinics from the ground up — and we’re looking for an experienced call center leader to join our team to help build our virtual communication center. 

The Communication Center Senior Manager will help lead our call center team of experienced veterinary nurses and care coordinators, overseeing day-to-day operations. You will manage team performance to ensure we are communicating efficiently and effectively with our clients and in-clinic care teams.  

This role will report directly to our Senior Director of Virtual Operations, and will also help lead business-critical initiatives in addition to the management of our Communication Center team. The Communication Center Senior Manager will have visibility across the organization and help drive Bond’s growth and client experience. 

The ideal candidate is an experienced operator who has led a call center team, is passionate about customer service, and has an analytical mindset towards performance improvement, automation and innovation.

This role may be remote, but must work within the East Coast time zone.

What You’ll Do:

• Develop and manage objectives and SLAs for the call center’s day-to-day activities
• Manage effective resource planning to maximize the productivity of resources (people, processes, technology) for a growing & evolving organization
• Analyze key performance metrics (call-waiting time, NPS, associate productivity, etc.) and use data to develop and lead performance improvement initiatives
• Identify risks and leverage issues/errors/escalations to produce insights for short/medium/long-term technology-enabled solutions
• Work with Communication Center Associate Managers to oversee the hiring, onboarding, and training of Communication Center associates to maintain a top-notch client experience, high performing business unit, and outstanding team culture 
• Understand the Bond ecosystem, technology, and data models to help build and maintain relationships with relevant partners across the organization

You Have:

• 5+ years of call center management experience with a strong preference for those who have experience in the veterinary, dental, retail, or B2C space
• Bachelor's degree in Business or similar field
• An aptitude for data, technology, and building automated solutions
• Proven track record of of leading successful change management and process improvement efforts
• Excellent communication and interpersonal skills
• Lean Six Sigma Experience (Greenbelt level preferred)

We Offer:

• Support for your physical and mental wellness: 100% covered health insurance, low cost dental & vision, access to mental health support programs and free memberships to One Medical
• Time for you and loved ones: great PTO, fully paid parental leave, discounted Bond Vet services for pets 
• Dedication to your financial future: competitive pay, 401k match, commuter benefits
• A place to grow: culture that is centered in learning and development, career pathing, mentorships, empowerment and trust