Veterinary Operations Lead - Pikesville, MD

ABOUT VEG

In 2014, VEG was born with a mission to help people and their pets when they need it most. This meant challenging the status quo and fixing everything that was wrong with the ER experience. Since then, we've expanded rapidly, with hospitals nationwide open 24/7, 365 days a year, and created a better emergency experience—not only for people and their pets, but also for everyone who works here—our VEGgies!

At VEG we find a way to say yes to the career you want in veterinary emergency medicine. This means transforming how ER works, from our open‑concept hospitals, where you can handle emergency cases of every kind (even exotics!) to our immersive, customer‑focused experience, which helps us give people and their pets the care they deserve. This also means saying yes to creating the greatest experience possible for our VEGgies.

Yes to working in an environment where you can find your place and feel valued for the amazing work you do. Yes to having unparalleled opportunities for learning and mentorship so you can grow where you want to go in your career. And yes to making an impact here in ways you never thought possible. VEG is a 2025 and 2026 certified Great Place to Work®.

As a Lead Customer Experience Coordinator, you'll guide pet parents through every step of their VEG experience, setting the standard for outstanding customer care. You're passionate about creating memorable, positive experiences for our customers, but as the lead of the Customer Experience Coordinator (CEC) team, you take it further by mentoring and inspiring others to do the same. Your goal is to exceed expectations—from a customer's first phone call to their entire visit to VEG—and beyond.

While constantly looking for new ways to elevate the customer experience, you'll bring energy, warmth, and an excitement to your role of coaching others, giving you the opportunity to grow in unexpected and rewarding ways as a team member and a leader.

• Collect and assess customer experience data (phone conversions, reviews, surveys) to identify trends, make actionable recommendations, and share with the team to continuously improve service.
• Lead the CEC team through scheduling, training, mentoring, and performance feedback to ensure exceptional service.
• Partner with hospital leadership to align clinical and non‑clinical teams for a seamless customer experience.
• Oversee daily operations—including end‑of‑day reports, open invoices, VEG Cares grants, and online reputation.
• Greet every customer warmly, whether in person or over the phone, ensuring urgent calls reach a doctor immediately and hospital flow and wait times are monitored to remove bottlenecks.
• Elevate the customer experience by providing comfort through thoughtful touches, empathetic listening, quick resolution of concerns, and compassionate guidance on delicate topics such as financial options or end‑of‑life decisions.
• Foster ongoing connections with customers by following up after visits, inviting participation in their pet's care, and capturing special moments.

• 2+ years of experience in a customer service role; 1+ year of experience mentoring or managing others.
• Advanced knowledge of computer programs and practice management software.
• Highly organized, a strong multi‑tasker with a keen attention to detail.
• Analytical by nature, able to read and comprehend various metrics and create recommendations based on findings.
• High emotional intelligence; you can read a room and plan and act accordingly.
• Adaptable and amenable to high‑stakes environments.
• A strong customer‑service mindset.
• Strong leadership and communication skills, able to inspire and mentor others.
• Must be willing to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays on a rotating or as‑needed basis based on hospital needs.
• Work well in a fast‑paced environment with people from all backgrounds and different personality types.

• Empathetic, instinctively taking a people‑centric approach, whether supporting your colleagues or making an effort to understand different perspectives.
• Have a sense of humility; acknowledging…