Digital Appointment Channels Manager
CareVet's mission is to provide the very best care for pets. Our holistic approach to veterinary medicine focuses on practice legacy, team, veterinarians, patients, and community. This role owns the performance, consistency, and optimization of CareVet's digital appointment channels the virtual front door for an ever-growing share of our hospitals' appointment volume. As more pet parents book through digital and AI-driven channels, this role becomes directly accountable for one of the most important conduits to appointment access, client support, and revenue across the network. It's a role built for someone who loves moving fast, digging into data, and rolling up their sleeves with hospital teams to get results. You'll blend sharp analytical thinking with real field engagement, supporting each out our partners in using these platforms in a way that maximizes availability, conversion, and overall performance. If you thrive on ownership, enjoy solving ambiguous problems, and want to shape a fast-scaling function from the ground up, this role is built for you.
Key Responsibilities
- Platform Oversight & Performance Analysis
- Maintain visibility into key configuration and behavior changes across platforms to ensure network alignment.
- Ensure consistency in how platforms are configured and utilized across the network, proactively identifying changes that may create negative impacts.
- Analyze performance across all digital booking channels to identify gaps and uncover opportunities. Investigate root causes of performance variation.
- Continuously monitor performance trends and adapt approach in real time as the business evolves, leveraging hospital partnerships to directly drive action.
- Partner Onboarding, Engagement, & Relationship Management
- Lead onboarding conversations for hospital leadership and create alignment around platform usage and performance standards.
- Build and maintain strong working relationships with all levels of the organization to allow for ongoing conversations around maintain standards.
- Act as both a trusted partner and an accountability driver to align individual behaviors with overall organizational goals. Influence behavior through data, context, and clear, confident communication.
- Apply strong business judgment to determine when deviating from standard practices makes sense given situational circumstances.
- Continuous Optimization
- Identify and drive improvements across all digital booking channels to increase appointment volume, conversion rates, and schedule utilization.
- Translate product changes into clear, actionable guidance that can be implemented easily and immediately.
- Develop and continuously refine best practices for platform usage. Drive adoption and ensure consistent execution across the network.
- Lead communication and rollout of new features across the AI Receptionist platform
- Evolve standards and processes as platforms and business needs change and in a fast-growing network, they change often!
Qualifications & Experience:
- Bachelor's Degree required
- 2+ years of experience in operations, performance analytics, account management, or a similar cross-functional role.
- Excellent communication skills, with the ability to flex between data-driven detail and big-picture storytelling. Can translate data into clear insights and concrete action.
- Energized by a fast-paced, high-growth, startup-style environment where priorities shift quickly and ownership matters.
- Experience with digital booking, scheduling, or AI-driven platforms a plus.
- Must live in the Greater St. Louis, MO area.
