Client Care Operations Manager| Customer Care & Family Support
(Internal Title: Manager, Client Care Operations)
Location: Remote USA
Compensation: $80,000-90,000 + Annual Incentive
Travel: As Needed
Schedule: Full-Time
Benefits: Industry-Leading Benefits Package
Lead the Team Behind Every Exceptional Client Experience
At Gateway Services, we help families through one of life's most difficult moments. As Manager, Client Care Operations, you'll lead the programs, standards and strategies that shape client care across Gateway's North American Care Centers, partnering with Operations and leadership to deliver a consistent, compassionate customer experience.
Why Gateway?
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Newly created leadership role
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Influence client care across North America
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Partner with senior leaders
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Drive operational excellence
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Competitive salary and incentive
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Career growth
Benefits You'll Appreciate
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Medical, Dental & Vision
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401(k) with employer match
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Company-paid Life Insurance
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Company-paid LTD
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Paid vacation and holidays
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Employee Assistance Program
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Gateway CarePath
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Pet Insurance
More Than Client Care
The Manager, Client Care is responsible for leading and supporting client care operations across Gateway's North American Care Centers. This role focuses on delivering a consistent, compassionate, and high-quality client experience through standardized processes, performance management, training, and continuous improvement initiatives.
The Manager, Client Care partners closely with Care Center leadership, Operations, Marketing, Human Resources, and other support functions to ensure client care teams are equipped to provide exceptional service while meeting operational and performance objectives. This position serves as the primary leader for client care programs, service standards, and customer experience initiatives across the organization.
How You'll Make an Impact
Client Care Operations-
Support and oversee client care operations across North American Care Centers to ensure a consistent and exceptional client experience.
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Develop, implement, and maintain standardized client care processes, procedures, and service expectations.
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Monitor client care performance and ensure adherence to company standards, policies, and best practices.
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Partner with Care Center leadership to identify operational challenges and implement solutions that improve client satisfaction and team effectiveness.
Team Leadership & Development
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Provide leadership, coaching, and support to Client Care Managers, Client Care Asst. Managers, Team Leads, and client care personnel.
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Develop and administer training programs focused on customer service excellence, communication skills, and process consistency.
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Establish performance expectations and monitor key client care metrics.
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Support employee engagement, professional development, and succession planning efforts.
Workforce Management & Resource Planning
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Develop and implement workforce management standards, reporting, and staffing recommendations across Care Center operations.
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Analyze call volume, demand, and operational trends to support workforce planning and capacity management.
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Partner with Care Center leaders to recommend staffing adjustments and workforce optimization opportunities.
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Support the implementation and optimization of workforce management systems, reporting tools, and scheduling practices.
Client Experience & Service Excellence
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Monitor client feedback, satisfaction metrics, reviews, and complaint trends to identify opportunities for improvement.
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Lead initiatives designed to improve client retention, service quality, and overall customer experience.
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Promote a culture of empathy, professionalism, and service excellence throughout the organization.
Operational Performance & Continuous Improvement
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Track and report on key performance indicators (KPIs), including client satisfaction, service levels, call quality, response times, and operational efficiency.
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Analyze trends and operational data to identify opportunities to improve processes, productivity, and service outcomes.
Additional Responsibilities
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Prepare and present client care performance reports and recommendations to leadership.
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Foster collaboration between client care teams, operations, veterinary partners, and support departments.
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Support annual planning and budgeting activities related to client care operations.
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Perform other duties as assigned.
What We're Looking For
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Bachelor's degree preferred.
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5+ years leadership in customer service/client care.
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Multi-site leadership experience.
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Strong analytical and coaching skills.
Working Environment
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Remote
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Travel up to 25%.
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Occasional evenings/weekends.
Ready to Shape the Future of Client Care?
If you're passionate about elevating customer experience and operational excellence,
Apply Today.
Gateway Services is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all Team Members.
New employees joining Gateway Services will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov
