Client Engagement Manager - 57643 - Mission Pet Health
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Client Engagement Manager
General Information
Ref #
51389
Department
Field Operations
Job Site
Mission Pet Health
Date Published
02-03-2026
Pay Class
Full-Time
Job Description
The Client Engagement Manager leads a team of Client Engagement Specialists and is accountable for the financial performance and client experience across a defined portfolio of hospitals. This exempt-level role combines people leadership with strategic oversight of client communication and engagement, revenue growth, and service delivery outcomes.
The Manager is responsible for developing team performance, coaching client-facing communication, and aligning hospital needs with business goals. Additionally, the role owns a "book of business," proactively managing client satisfaction and conversion performance while tracking trends, identifying gaps, and driving improvement.
Responsibilities and Benefits
KEY RESPONSIBILITIES
Team Leadership & Development
Lead and develop a high-performing team of approximately 10-15 Client Engagement Specialists
Facilitate weekly team meetings to align priorities, coach performance, and cascade organizational updates
Monitor call quality, provide direct coaching, and address performance concerns
Support hiring, onboarding, and training of new team members
Foster a culture of accountability, empathy, and client-first service
Book of Business Ownership
Oversee a regional portfolio of hospitals and drive client engagement performance
Serve as a strategic partner to hospital leaders, identifying opportunities for improvement and growth
Own and analyze key performance indicators such as outbound conversion rates, reminder utilization, and client retention
Collaborate cross-functionally with analytics, operations, and program leadership to address systemic issues
Maintain communication channels to escalate concerns and share success stories
Operational & Financial Performance
Analyze and manage a departmental P&L using insights to guide decision-making and drive financial improvement
Drive revenue-impacting initiatives across client communication and engagement workflows
Monitor scheduling trends and proactively recommend solutions to increase access and efficiency
Ensure team alignment with conversion targets and quality standards
Participate in strategic planning sessions to influence future workflows and program development
Administrative Oversight
Approve PTO, manage scheduling, and ensure accurate timekeeping (if applicable)
Maintain performance documentation and contribute to reporting insights to the Program Director
Coordinate IT setup for new hires and support the resolution of team technical issues
WORK ENVIRONMENT AND HOURS
Fully remote role with flexible hours aligned to business needs
Availability required during standard business hours (Mon-Fri)
Must be available to travel up to 20%
REQUIRED SKILLS AND QUALIFICATIONS
3+ years of experience in people leadership, preferably in a client service, veterinary, or healthcare setting
Experienced in managing a remote call center team
Proven ability to drive results, manage team performance, and influence client behavior
Familiarity with call center metrics, practice management systems, and service-level accountability
Exceptional organizational and critical thinking skills
Clear and effective communicator in both written and verbal formats
Highly self-motivated with the ability to operate independently in a fast-paced, remote environment
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