Director of Virtual Operations - Remote

Overview

This role is responsible for leading and expanding our remote customer support and medical nurse teams to effectively support our brick-and-mortar veterinary facilities.

In Short

• Lead and manage remote customer support and medical nurse teams.
• Oversee daily operations and maintain high service standards.
• Drive growth of remote teams from 40 to 200 members.
• Optimize workflows and improve case management processes.
• Develop strategic plans for team growth and structure.
• Implement training programs for professional development.
• Analyze data to drive operational efficiency and service levels.
• Manage staffing, scheduling, and capacity planning.
• Ensure customer satisfaction and maintain high-quality standards.
• Collaborate with cross-functional teams to address client scenarios.

Requirements

• 5+ years of experience in managing customer success teams.
• Proven track record of delivering against growth targets.
• Experience in leading cross-functional initiatives.
• Strong analytical skills and ability to derive insights from data.
• Exceptional interpersonal and communication skills.
• Expertise in Google suites and CRM systems.
• Experience with AI tools and their implementation.
• Highly organized with a detail-oriented work ethic.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to uphold company values and culture.

Benefits

• Opportunity to lead a growing team in a dynamic environment.
• Flexible remote work options.
• Professional development and training opportunities.
• Collaborative and supportive team culture.
• Engagement in strategic planning and decision-making.