Customer Service Excellence Manager

Position Summary

If you value the profound impact efficient operations can have on both animal care and business performance, you may be the person we are looking for to join us as an Operations Excellence. At modernvet, we never forget our purpose: to support our medical teams and create an environment where every branch can operate at its best.

We are seeking a managerial candidate for our Operations department to lead the standardization, optimization, and growth of our clinic and hospitality operations. In this role, you will actively enhance and support operational initiatives across modernvet's network.

The Operations Excellence oversees and directs key operational areas including Premise and Hospitality and other critical operating functions. The primary objectives of this role are to improve branch management processes, ensure operational consistency, and support both our internal customers (medical team) and external customers (pet parents) through efficient systems and procedures.

Stakeholders Alignment

• Build strong relationships with branch managers, providing guidance, support, and oversight to ensure day-to-day branch operations run smoothly and in line with SOPs and quality standards
• Collaborate closely with top management to align strategic priorities, operational initiatives, and resource allocation

Customer Experience & Operations Improvement

• Contribute to the development and enhancement of the quality of both offline and online customer experience
• Optimize existing customer operations flows through standardization, audits, and continuous learning to improve performance and efficiency metrics
• Identify business needs related to operations and branch management—both current and future—and drive the development of scalable strategies and initiatives
• Build an integrated and streamlined operations data dashboard, extracting and analyzing datasets to identify opportunities for improvement

Compliance & Quality Control

• Oversee the maintenance and updating of Standard Operating Procedures (SOP) to ensure relevance and effectiveness
• Lead QA/QC initiatives to ensure consistent service quality across all branches
• Conduct regular audits and inspections to verify operational compliance

Training & Development (University)

• Collaborate with the HR team to develop and maintain a central training hub for onboarding, grooming employees, and socializing new SOPs
• Design and deliver training modules to strengthen operational and customer service competencies
• Support the HR team in reinforcing modernvet's core values and customer service principles

Complaint Handling & Brand Recovery

• Manage the complaint handling process, including daily case resolution, problem-solving escalation, and brand recovery strategies
• Ensure timely, empathetic, and effective responses to customer concerns to maintain trust and loyalty

Position Requirements

• Bachelor's degree (S1) in Business, Operations Management, Industrial Engineering, or related field
• 5+ years of experience in operations management, branch operations, or process improvement, preferably in hospitality, healthcare, or service industries
• 2+ years in a leadership role managing teams or cross-functional projects
• Strong communication skills with fluency in English (written & verbal)
• Proven ability to design, document, and implement process flows and SOPs
• Excellent problem-solving, analytical, and structured thinking skills
• Experience in change management and driving adoption of new processes
• Highly organized, with the ability to prioritize and manage multiple projects
• Strong interpersonal skills, with the ability to influence and collaborate across all levels of the organization
• Experience in coaching and mentoring teams is highly preferred
• Background in fast-paced, multi-branch operations is a plus
• Experience in veterinary or healthcare environments is an advantage

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