VP, Customer Service

Covetrus is a global animal-health technology and services company dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We are bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine. Covetrus is headquartered in Portland, Maine, with more than 5,500 employees, serving over 100,000 customers around the globe.

The VP of Service Operations plays a pivotal role in ensuring successful service support delivery to Covetrus' in-clinic and online pharmacy businesses; including compounding. This role is responsible for delivering an exceptional customer experience by developing the appropriate engagement using automation and tools that meet the customer where they are, which will be measured through customer satisfaction and NPS scores. The leader of this team is expected to bring strategic operational thinking, and an ability to turn insights into plans for continuous process and automation improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Lead the development and execution of the service team strategies and growth plans across Covetrus in support of online and in-clinic pharmacy service lines.

• Define, design and implement a modern service function and approach for Covetrus completing a full assessment of the current state of capabilities and identifying opportunities to transform.

• Setup and lead a best-in-class service mentality and culture, focusing on continuous improvement and exceeding customer expectations.

• Develop and manage the annual budget, including forecasting hiring needs.

• Partner with sales, operations and product and engineering teams to develop actionable strategies aligned to improve services levels through automation that delivers speed and efficiency meeting the customer where they are.

• Formalize best practices that optimize workflows with repeatable processes using Standard Operating Procedures, Playbooks, and Service Level Agreements

• Own the execution of service and deliver a closed loop measurement framework focused on driving customer experience while managing the cost to serve.

• Establish/develop, track, analyze and report Customer Experience performance metrics including NPS and cSAT. Develop complimentary incentive structures to acknowledge and celebrate delivery of exceptional customer service.

• Partner and collaborate effectively and meaningfully with multiple internal and external constituent groups and provide timely feedback to the management team on customer trends, issues, and needs.

• Identify and develop high-potential service talent to support the growth objectives of the organization.

• Create career progression opportunities from entry level to leadership roles that enables a long-term sustainable talent pipeline across the service lines.

• Care deeply about culture and values and can be a steward for transparency, collaboration, diversity and inclusiveness, impact, and innovation.

QUALIFICATIONS:

EDUCATION AND EXPERIENCE

• Bachelor's degree in Business Administration, MBA preferred

• 15+ years of relevant Customer Service experience running Omni-Channel teams and driving significant improvement through process and automation achievements in Veterinary or Human Healthcare.

• Hands on leader that can quickly build rapport and credibility with a large virtual organization

• Demonstrated experience building, leading, and inspiring high-performing teams while fostering a culture of excellence and continuous improvement in a fast paced environment.

• Passional about delivering exceptional customer experiences and driven to continuously improve customer satisfaction.

• Proven track record of developing and executing service improvement strategies that drive increased CSAT and NPS scores.

• Proven ability to drive cross functional adherence to service levels to deliver exceptional customer experience.

• Demonstrated leadership experience, including planning, prioritizing, and implementing service strategy in line with company objectives.

• Excellent communication and interpersonal skills with the ability to build strong relationships with customers, stakeholders and influencers and motivate and inspire teams.

• Demonstrated ability to manage cross-functional projects and processes with multiple stakeholders that improve operational performance.

• Proven experience with interpreting data analytics to derive insight and drive customer value through process, system and structure enhancements.

• Demonstrated ability to identify gaps in the customer experience at any touchpoint across the customer journey and drive new processes and solutions that enhance the experience and cost-to-serve simultaneously.

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to set up and support a home office space and environment to support an uninterrupted customer experience.

• Must have access to high-speed internet.

• 15-20% travel for training, sales meetings and other team building or leadership activities.

• Must be present and available to work at your desk while engaged with customers.

• Must be able to be on video for customer or internal company calls.

• Must dress in business casual attire when on video.

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.