Director, Virtual Operations

Location: Remote (Applicants must reside in one of the following states: AZ, FL, GA, KS, NC, NJ, NY, SC, TN, or TX)
Reports to: Vice President, Medical Strategy & Development
FLSA Status: Exempt

DESCRIPTION:

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. The successful candidate will oversee day-to-day operations, maintain high service standards, and drive the growth of our remote teams from 40 to 200 members over the coming years. We seek a tactical leader experienced in managing teams and scaling dynamic business models with integrated remote and on-site operations.

ESSENTIAL LEADERSHIP DUTIES & RESPONSIBILITIES:

Daily Operations Management:

• Manage staffing, scheduling, and capacity planning to ensure consistent, high-quality experiences for customers.
• Optimize workflows to support efficient case management, self-service options, and process improvement initiatives.
• Act as a bridge between remote support teams and on-site clinics to proactively address risks, set priorities, and deliver effective support.
• Oversee daily operations, monitor team performance against KPIs, and focus on continuous improvement via education and QA initiatives.
• On call as needed for the support of the team.

Team Development & Growth:

• Lead, coach, and mentor CX Pod Leads and lead manager(s) and their respective teams to achieve performance goals.
• Develop strategic plans for the growth and structure of the teams.
• Oversee onboarding processes and provide structured feedback to improve team effectiveness.
• Design and implement training programs to support professional growth and enhance skillsets after the initial onboarding
• Maintain a high standard for customer experience and foster alignment with “The Petfolk Way.”
• Partner with Team Leads to navigate challenging client scenarios and manage stakeholder communications effectively.

Strategic Planning & Implementation:

• Develop long-term strategies to enhance operational efficiency, scale the team, and maintain high service levels.
• Identify opportunities to reduce case volume through technology and automation and implement these strategies using project management skills.  Drive case volume reductions through technology and automation by identifying and implementing strategic opportunities, leveraging strong project management expertise.
• Own Gladly management, evaluate, and implement CRM enhancements to optimize remote team operations and customer outcomes. This could include IVR structure, rules, topics, workflows, etc. 
• Analyze complex call center and agent data to identify trends and use these insights to create and achieve actionable business initiatives. 
• Own company summaries of customer satisfaction including reviews and nps.
• Support growth initiatives such as the Membership Program and other non-medical service offerings.
• Create an AI plan for the department and implement it against that plan. 

COMPETENCIES:

• Proven experience in leading and scaling fully remote teams.
• Strong background in integrating remote support operations with brick-and-mortar business models.
• Capable of managing shifting priorities in a dynamic work environment.
• Excels at project management and structures initiatives with clear and trackable metrics. 
• Strong analytical skills, with the ability to derive actionable insights from complex data.
• Skilled at leading change management and influencing cross-functional teams.
• Excellent communication and interpersonal skills for building effective cross-functional relationships.
• Adaptive to learning and navigating industry-specific nuances.

KEY PERFORMANCE INDICATORS:

•  Operational Efficiency & SLA Compliance
• Ensure 90%+ of customer support tickets and medical nurse cases are resolved within defined Service Level Agreements (SLAs) for response and resolution time.
• Resource Optimization & Scheduling
• Design and maintain workforce scheduling models that align staffing capacity with forecasted demand, optimizing shift coverage across time zones and functions.
• Case Volume Management   
• Decrease reliance on high-cost service channels (e.g., phone) by reducing the percentage of inbound contacts through implementation of AI, automation, and self-service deflection strategies—without negatively impacting customer satisfaction.
• Team Performance & Quality Assurance
• Ensure team-wide attainment of target Quality Assurance (QA) scores and operational KPIs. Lead the development and execution of corrective action plans in response to performance gaps.

REQUIRED QUALITIES: 

• Minimum 5+ years in overseeing teams of 30 or more (customer success teams preferred)
• Track record of efficiently delivering against growth targets and KPIs with limited resources
• Experience leading cross functional initiatives
• Exceptional interpersonal skills
• Deep understanding of successful change management strategies
• Ability to juggle multiple competing priorities in a fast paced environment
• Expert in Google suites and at least one CRM program with adaptability to learn new computer based applications with ease
• Experience working with AI tools and the ability to evaluate, onboard, and monitor new tools 
• Strong active listening and written and verbal communication skills; strong professional presence
• Proven self-starter with the ability to work independently
• Highly organized and detail-oriented work ethic
• Ability to analyze and assess complex and ambiguous data to make recommendations for continuous strategic and operational improvements
• Commitment to uphold SWEAT values in word and actions
• High EQ and ability to work in ambiguous situations while maintaining a calm and positive demeanor