Position Title:
Manager Customer Relations
Job Group:
Professional & Scientific
Required Minimum Qualifications:
High school diploma or equivalent and 5 years of related experience
Job Description:
The Lloyd Veterinary Medical Center, part of Iowa State University’s College of Veterinary Medicine, is a full-service teaching hospital offering advanced diagnostic, medical, and surgical care for small and large animals while supporting the education and training of future veterinarians.
About the Role
The Lloyd Veterinary Medical Center is seeking a Manager of Customer Relations with management experience and extensive patient or client service experience. This opportunity is well suited to a leader from patient access, patient relations, hospital registration, or medical practice operations who wants to apply those skills in a veterinary teaching hospital.
You will lead Veterinary Teaching Hospital Assistants supporting reception, client communication, and patient flow across the Small Animal and Large Animal Hospitals.
In this role, you will oversee staffing, scheduling, employee development, and client service operations in a fast-paced, 24/7 hospital. You will help staff navigate sensitive conversations, resolve concerns, and provide clear, compassionate communication to clients seeking care for their animals. Your experience coordinating service teams and working with clinical departments will help improve the client experience while supporting hospital operations and veterinary education.
Key Responsibilities
Lead and develop Veterinary Teaching Hospital Assistant teams across small and large animal hospital services, including hiring, onboarding, coaching, performance management, and employee development.
Develop, implement, and maintain standard operating procedures and training programs that support consistent reception, client communication, and service delivery.
Support hospital operations through data review, process improvement initiatives, and special projects, using available information and feedback to identify service gaps and evaluate improvements.
Partner with service leaders and hospital administration to coordinate client-facing workflows, address operational barriers, and improve communication between reception and clinical teams.
Serve as a resource for complex client concerns, coach staff in service recovery and de-escalation, and coordinate follow-up with clinical teams and hospital leadership.
Establish clear service expectations and provide timely feedback, recognition, and training to strengthen team performance and the client experience.
Monitor departmental supply and operational needs and support financial and purchasing processes.
Oversee staffing plans, scheduling processes, and workforce management systems to coordinate coverage across shifts and support continuous 24/7 hospital operations.
The primary work hours are 11:00 a.m. to 8:00 p.m. Flexibility is required to adjust the schedule to meet with, coach, and support employees working day, evening, and overnight shifts in a 24/7 hospital. Occasional morning meetings, weekend or holiday work, and coverage outside the primary schedule may be required to meet operational needs.
Additional Details
This is an on-site position within a veterinary teaching hospital.
Work environment includes interaction with clinical areas and animal patients.
Occasional coverage outside standard work hours may be required to support hospital operations.
Position requires frequent movement throughout the hospital, including walking between service areas, standing for extended periods, and responding to operational needs across the facility.
Ability to navigate both Small Animal and Large Animal Hospital areas while supporting staff, clients, and hospital operations.
Why Join Us?
Bring your management experience to a setting where skilled client service helps families navigate complex and often emotional decisions about their animals.
Work alongside clinicians,…