Director Customer Experience Commercialization

Director, Customer Experience Commercialization - 54494 - Mission Pet Health

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Director, Customer Experience Commercialization

General Information

Ref #

49782

Department

Marketing

Job Site

Atlanta, GA

Date Published

04-17-2026

Pay Class

Full-Time

Job Description

Overview

We're seeking a strategic and results-driven Customer Experience Commercialization to own the adoption, utilization, and performance of marketing technology across our veterinary hospital network.

This role is responsible for ensuring that the tools and platforms deployed, such as call technology, listings management, and CRM-driven capabilities, are consistently used, fully adopted, and delivering measurable value across locations.

In addition, this leader will serve as a strategic partner to Product and Engineering teams, providing insights and recommendations to improve the adoption and effectiveness of in-house technologies, such as online booking and client portals, based on real-world usage.

This role is focused on driving behavior change, scaling technology adoption, and ensuring sustained performance across the organization.

Key Responsibilities

Marketing Technology Adoption (Primary Ownership)

• Own adoption, utilization, and performance of all technologies across the hospital network
• Establish clear success metrics (e.g., adoption rate, usage consistency, feature utilization)
• Identify gaps in adoption and develop strategies to increase usage across locations
• Drive consistency in how technologies are used to ensure maximum effectiveness

Growth & Utilization Strategy

• Develop and execute strategies to increase adoption and deepen usage of technologies
• Identify opportunities to expand usage across additional locations, teams, or workflows
• Address adoption plateaus and drive sustained growth over time
• Partner with Operations to ensure technologies are embedded into day-to-day workflows

Operator Enablement & Change Management

• Design and implement scalable training, playbooks, and best practices for field teams
• Ensure hospitals understand how and when to use each technology to drive outcomes
• Identify and remove friction points that prevent consistent usage
• Reinforce adoption post-rollout to ensure long-term success

Cross-Functional Collaboration

• Partner with CRM & Marketing Technology teams to translate adoption strategies into lifecycle campaigns and targeted engagement
• Collaborate with Go-To-Market teams to ensure smooth transition from launch to sustained usage
• Work with Operations teams to align technology usage with real-world workflows
• Partner with Analytics to measure performance and identify improvement opportunities

In-House Product Advisory (Consultative)

• Provide insights to Product and Engineering teams on adoption trends, usage gaps, and performance drivers
• Identify opportunities to improve usability, workflows, and product-market fit
• Contribute to prioritization discussions by representing the voice of end users
• Support post-launch optimization of in-house technologies through data and field insights

Insights & Continuous Improvement

• Analyze usage data and performance trends across technologies
• Identify opportunities to improve adoption, consistency, and overall impact
• Establish feedback loops to continuously improve technology performance across the network

Required Qualifications

• 8-12+ years of experience in product, product marketing, growth, strategy, or related roles
• Proven experience driving technology adoption or product usage at scale, ideally in multi-location environments
• Strong ability to translate tools and capabilities into clear value and actionable usage strategies
• Experience working cross-functionally with Product, Marketing, Operations, and Analytics teams
• Analytical mindset with the ability to interpret data and drive decisions
• Excellent communication and stakeholder management skills
• Experience in healthcare, multi-location, or franchise-like business models
• Familiarity with marketing technologies (CRM, CDP, call tracking, etc.) and how they impact customer experience
• Experience influencing product improvements based on user behavior and feedback
• Must reside in the Atlanta, Georgia metro area.

Responsibilities and Benefits

How You're Supported

As part of the Mission Pet Health Home Office team, you'll be joining a collaborative group of professionals dedicated to supporting our hospital teams and shaping the future of veterinary medicine.

Competitive Compensation

A competitive salary and a comprehensive benefits package.

Total Wellbeing

Comprehensive coverage including Health, Dental, and Vision insurance, plus 24/7 access to doctors through Teladoc.

Financial Health

Plan for your future with a 401k featuring a generous company match, plus Life Insurance and Short-Term Disability options.

Commitment to Growth

Benefit from significant opportunities for upward mobility and career growth within a rapidly expanding organization.

A Collaborative Culture

Join a nationwide community of over 20,000 veterinary professionals and a Home Office team that lives by our WAG values.

Valuable Perks

Enjoy generous paid time off and company-wide holidays, discounted veterinary care for your pets, and access to an online discount platform.

About Mission Pet Health

Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world-class support to its 850+ hospital teams on a hyper-local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Learn more at missionpethealth.com.

Driving the award-winning culture are the WAG values - Work Together, Amaze, and Grow. Mission Pet Health is veterinarian-led, people-focused, and on a mission to be the best place to work in veterinary medicine.

EEO Statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.

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