Director of Call Center Operations

Who is VetEvolve?

VetEvolve is a people-first organization that provides industry know-how and reliable support to veterinary teams, enabling them to deliver exceptional patient care. We focus on creating a genuine, supportive, people-focused environment that prioritizes each individual to ensure they are achieving their career goals and are fulfilled personally, professionally, and financially. Our culture is driven by the core values Serve, Evolve, and Trust, and every day our mission is to make things better for veterinary professionals. Hear why our veterinarians are "Happy Here" on our videos page!

About Us

VetEvolve is a leading veterinary consolidator dedicated to elevating care for pets and their people. Through a growing network of practices, we combine clinical autonomy with operational excellence to improve patient outcomes and client experiences. As we scale, we’re building centralized services to support our practices and their clients, including a centralized call center operation.

Position Summary

We are seeking a strategic, data-driven, and execution-focused Director of Call Center Operations to lead the development and management of our outsourced call center function. This leader will oversee vendor partnerships (both nearshore and offshore), ensure excellence in customer interactions, and expand the scope of call center responsibilities to support broader business needs. This is a pivotal role with a mix of strategic oversight and hands-on process improvement, helping to shape the experience of pet owners across our entire network.

Key Responsibilities

Vendor Management & Strategic Oversight

• Select, onboard, and manage BPO call center vendors in nearshore and offshore locations.
• Define and enforce SLAs and contractual obligations, ensuring partner accountability.
• Conduct regular business reviews and performance assessments with vendor leadership.
  
  

Operational Excellence

• Develop and maintain call center Standard Operating Procedures (SOPs), workflows, training programs, and call scripts tailored to veterinary service needs.
• Collaborate with Training & Quality teams to ensure agents are equipped to deliver an exceptional experience.
• Identify and pursue continuous improvement opportunities across tools, workflows, and agent enablement.
• Expand the scope of call center responsibilities by identifying new functions (e.g., appointment scheduling, prescription refills, client billing queries, etc.) through cross-functional partnership with Operations, Marketing, and Clinical teams.
  
  

Performance Management

• Define and monitor key performance indicators (KPIs) such as First Call Resolution, Average Handle Time, Service Level, CSAT/NPS, and Call Quality.
• Implement QA processes to ensure compliance with veterinary and customer service standards.
• Leverage call analytics and reporting to optimize staffing, forecasting, and customer experience outcomes.
  
  

Technology & Tools

• Partner with IT and CX to evaluate and implement call center platforms (e.g., cloud telephony, CRM integrations, workforce management tools).
• Drive the integration of AI/automation tools such as chatbots, IVR, and predictive routing to reduce agent workload and improve client self-service options.
  
  

Leadership & Collaboration

• Build strong cross-functional relationships across Clinical Ops, Marketing, Practice Support, and Tech teams to anticipate and respond to business needs.
• Serve as a voice of the customer, ensuring that feedback from the call center is shared and actioned upon within the broader organization.
• Provide strategic guidance to internal stakeholders on customer experience trends, call center innovations, and workforce optimization best practices.
  
  

Qualifications

• 10+ years of progressive experience in call center operations, including 5+ years in a senior leadership role with direct oversight of outsourced (BPO) vendor relationships, preferably across nearshore and offshore locations.
• Proven success in building and scaling call center functions in a high-growth or multi-site, multi-brand organization, experience in healthcare, veterinary, or multi-unit service industries is required.
• Demonstrated expertise in vendor selection, contract negotiation, performance management, and SLA enforcement.
• Deep experience developing and operationalizing SOPs, training programs, quality assurance frameworks, and call scripting in collaboration with internal stakeholders and external vendors.
• Strong command of call center KPIs and workforce management principles, including forecasting, staffing models, and cost-to-serve optimization.
• Hands-on experience with modern contact center platforms and tools, including knowledge of AI, IVR, and chatbot integration.
• Proven ability to lead cross-functional initiatives, translating business goals into scalable support center operations.
• Strong analytical skills, with the ability to turn data into insights that improve customer experience and operational performance.
• Exceptional interpersonal, leadership, and communication skills, with a track record of influencing and partnering across multiple functions and levels.
• Bachelor’s degree in Business, Operations, or related field required; MBA or relevant master’s degree preferred.
• Experience leading in a private equity-backed or consolidation-focused environment is a strong plus.
  
  

Ready to Learn More?

We look forward to learning about your unique priorities and goals and working together with our local hospital teams to support you.

VetEvolve is a people-first organization that provides industry know-how and reliable support to veterinary teams, enabling them to deliver exceptional patient care. We focus on creating a genuine, supportive, people-focused environment that prioritizes each individual to ensure they are achieving their career goals and are fulfilled personally, professionally, and financially. Our culture is driven by the core values Serve, Evolve, and Trust, and every day our mission is to make things better for veterinary professionals.