What are the responsibilities and job description for the Senior Manager, Sales + Customer Experience position at Small Door Veterinary?
This is the fifth company that Small Door’s founders have been involved in building. In building Small Door, they partnered with the people responsible for beloved consumer experiences like Warby Parker and Sweetgreen, in addition to healthcare innovators such as One Medical, CityMD and Flatiron Health. Small Door has raised capital from Lerer Hippeau, Primary Ventures, Brand Foundry, Toba Capital, and Pentland Group. The broader management team brings experience from Casper, One Medical, Soulcycle, Warby Parker, Sweetgreen, Peloton, Gilt Groupe, Lightspeed, and Outbrain.
What you’ll do
- Design and execute the strategy across three teams: Telehealth, Phone Sales, and Customer Service, aligning it with Small Door Vet’s business goals and customer-centric vision.
- Manage and mentor telehealth nurses and customer services teams to deliver high quality care for our members when they need us most balancing availability, response time, and costs.
- Manage and mentor sales advisors to deliver a great first touchpoint with small door and maintain a high conversion rate to bookings.
- guidance, training, and development to ensure a high-performing, customer-focused culture. Foster a collaborative environment to drive engagement, accountability, and continuous improvement.
- Develop processes for capturing, analyzing, and acting on customer feedback. Work closely with the product, marketing, and clinical teams to address recurring issues, improve offerings, and create a consistent customer experience.
- Establish and monitor key performance indicators (KPIs) related to customer satisfaction, loyalty, response times, and service quality. Drive continuous improvement through data-driven decision-making and reporting.
- Managing, motivate, and train new and existing team members, while monitoring quality, productivity, effectiveness, and success
- Collaborate with clinical, product, and marketing teams to ensure a holistic approach to customer experience. Advocate for the customer voice in product/service development and brand communications.
Who You Are
- 5 years of experience in customer experience, customer success, account management, sales, business development, or similar roles
- 2 years of experience managing CX, success and/or account management teams, with a strong track record of improving CX metrics.
- Proven experience in managing and developing high-performing teams.
- Strong analytical skills with the ability to translate data into actionable insights and strategies.
- Excellent communication, interpersonal, and leadership skills.
- Strong technical skills and the ability to adapt to new softwares
- Dialpad, Intercom, Text mate and other CX/Sales tools are a plus
- Comfortable with pulling and analyzing data to understand staffing, schedule and KPI successes
- Experience hiring and scheduling is a plus
- Experience working with remote teams is a plus
- You are a team player, who is willing to jump in and take calls, answer emails, questions, etc. as necessary to help support your team
What you’ll get
- Competitive salary
- Equity ownership
- Health, dental vision insurance
- 401K contributions
- Upward mobility and growth opportunities
- Generous paid-time off, parental leave, and company wide holidays
- Health & Wellness Monthly Stipend
- Discounted veterinary care for your loved ones
- Growth opportunities
- An opportunity to make a real impact on the people around you
- A collaborative group of people who live our core values and have your back
