Ellie Diagnostics is a rapidly expanding veterinary diagnostics company at the forefront of transforming the landscape of veterinary medicine across the United States. With our roots in Texas and Kentucky, our strategic vision is to disrupt the industry by modernizing veterinary diagnostics. Since our inception in 2019, Ellie has emerged as one of the fastest-growing veterinary laboratories nationwide. We offer comprehensive reference laboratory solutions and are actively pioneering innovative products to enhance the delivery of diagnostics. Clients entrust Ellie with our modern technological approach and unwavering commitment to exceptional customer service. 

Position Overview:

The Director of Client Relations is responsible for leading and optimizing the Ellie Customer Care (ECC) Call Center operations and the Customer Service Management team. This role ensures exceptional customer service, drives operational efficiency, and aligns customer experience initiatives with Ellie Diagnostics’ commitment to Medical Excellence, Customer Compassion, and Business Transparency and is the liaison between our medical personnel, laboratory operations and clients.

 Key Responsibilities

Strategic Leadership & Operations

• Oversee all ECC Call Center operations, ensuring service level goals, efficiency, and customer satisfaction targets are met.
• Lead, mentor, and develop a team of Customer Service Managers, ensuring a high-performing and engaged workforce.
• Establish and refine customer service strategies, focusing on proactive issue resolution and best-in-class service.
• Implement and monitor KPIs (Key Performance Indicators), including response times, case resolution, and client satisfaction scores.
• Ensure consistency in customer interactions, implementing quality assurance and training programs for service teams.

Customer Experience & Relationship Management

• Develop and drive initiatives that enhance the overall client experience, fostering long-term customer loyalty.
• Act as an escalation point for critical customer service issues, resolving concerns with a solution-oriented approach.
• Establish strong cross-functional collaboration with Sales, Operations, and Product teams to improve customer service outcomes.
• Champion client feedback programs, ensuring customer insights shape Ellie Diagnostics’ service and product improvements.

Process Improvement & Technology Optimization

• Evaluate and optimize call center processes, leveraging automation and AI-driven tools to enhance efficiency.
• Oversee the implementation of CRM and customer service technology enhancements to improve case management and response times.
• Drive continuous process improvements to increase first-call resolution rates and reduce response times.

Team Development & Culture

• Build a high-performing, customer-centric culture, ensuring alignment with Ellie Diagnostics' values.
• Provide training, coaching, and professional development opportunities for customer service leadership and frontline teams.
• Foster a collaborative and inclusive work environment, ensuring high employee morale and engagement.

Qualifications & Experience

• 10+ years of experience in customer service, client relations, or call center leadership, preferably in healthcare, diagnostics, or veterinary services.
• Proven experience in managing call center operations, customer service teams, and leadership development.
• Strong understanding of customer service metrics, call center analytics, and CRM systems.
• Ability to develop and execute customer experience strategies aligned with business objectives.
• Strong leadership, problem-solving, and conflict resolution skills.
• Excellent communication and relationship management skills with a client-first mindset.
• Proficiency in customer service technology platforms and Hubspot, preferred.