SUMMARY
The Manager, Vetify Supplier Support leads Avetta’s Vetify supplier support operations across internal teams and external BPO partners, ensuring a seamless, efficient, and world-class support experience for suppliers using Avetta’s platforms. This role is responsible for day-to-day management of frontline Supplier Success while driving strategic initiatives that improve our customer’s experience, case management efficiency, expand adoption of automation and AI, and standardize support processes and documentation.
Working closely with cross-functional partners and regional leaders, this role ensures that suppliers receive high-quality, multilingual support (including English, Spanish, and Canadian French) through phone, chat, email, and other service channels. The Manager, Vetify Supplier Support balances operational excellence with continuous improvement, leveraging data, technology, and strong leadership to elevate supplier satisfaction, streamline workflows, and support Avetta’s growth in the region.
If within a commutable distance to one of our offices, this role would require a hybrid schedule (Tues-Thur in office, Mon/Fri work from home). Candidates residing within commutable distance to our Calgary or Lehi office are strongly preferred.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide direct leadership and operational oversight for Vetify Supplier Support, including internal frontline teams and external BPO partners, ensuring consistent, high-quality service across all support channels (phone, chat, email, voicemail, SMS, etc.).
- Manage a team of Team Leads (and their associated frontline teams), setting clear expectations, providing coaching and feedback, and ensuring consistent performance management and professional development.
- Own and optimize day-to-day case management operations for Avetta support including case routing, prioritization, backlog management, and resolution quality to ensure efficient and effective handling of supplier inquiries.
- Drive the adoption of automation and AI within Supplier Support, partnering with internal stakeholders to identify use cases, implement solutions, and measure impact on efficiency, quality, and supplier experience.
- Lead process improvement initiatives focused on simplifying workflows, reducing friction for suppliers, and improving key metrics such as time to resolution, first contact resolution, and CSAT/NPS.
- Establish, maintain, and continuously improve standardized process documentation and operating procedures for Vetify support, ensuring consistency across internal teams and BPO partners.
- Monitor and manage performance against key Metrics that Matter (e.g., CSAT, NPS, verification quality, interaction quality, SLA adherence, productivity, attendance) and take timely action to address gaps or risks.
- Build and maintain strong relationships with BPO partners, including performance governance, staffing alignment, quality oversight, and continuous improvement across partner sites supporting Vetify suppliers.
- Collaborate closely with cross-functional teams (e.g., Supplier Services leadership, Training, Quality, WFM, Product, Client Services, IT, and Operations) to align support operations with broader business goals and upcoming initiatives.
- Partner with Training & Quality to ensure new hires, existing staff, and BPO agents receive up-to-date training on systems, processes, and best practices, and that coaching and calibration routines are in place and effective.
- Use data and reporting (e.g., from Salesforce and other internal tools) to identify trends, root causes, and opportunities, and translate insights into clear action plans for the Vetify Supplier Support organization.
- Support planning and execution of new client launches, campaigns, and change initiatives that impact Vetify support, ensuring operational readiness, clear communication, and post-launch monitoring.
- Foster an engaging, customer-centric culture focused on accountability, continuous learning, and high performance, where employees and partners feel supported, informed, and empowered to solve supplier challenges.
- Ensure consistent communication of company and department goals, priorities, and updates to Vetify Supplier Support teams and BPO partners.
- Maintain regular and predictable attendance and ensure appropriate leadership coverage for Vetify operations during US business hours, with flexibility as needed for critical issues or initiatives.
- Perform other duties and responsibilities as required to support Supplier Success and Avetta’s strategic objectives.
- Reliable and predictive attendance.
IDEAL QUALIFICATIONS:
- 5+ years of experience managing a call center or support center, including responsibility for frontline teams and first-line leaders (e.g., Team Leads or Supervisors).
- Demonstrated success managing multi-site or partner/BPO operations, including performance management, quality oversight, and collaborative improvement initiatives.
- Strong working knowledge of support center operations, including case management, SLAs, staffing, queue management, escalation handling, and customer satisfaction metrics.
- Experience working with Salesforce Service Cloud or a similar CRM/case management platform; Salesforce experience is a significant plus.
- Familiarity with, or hands-on experience in, leveraging automation and AI in support operations (e.g., virtual assistants, chatbots, AI-driven routing or knowledge tools), including basic prompting skills and comfort adopting new technologies.
- Proficiency with Microsoft Office (especially Excel and PowerPoint) for reporting, analysis, and executive-ready presentations.
- Demonstrated ability in goal setting, performance management, and coaching, including setting clear targets, reviewing results, and driving accountability at both team and individual levels.
- Experience in project management or leading cross-functional initiatives, with the ability to define scope, manage timelines, coordinate stakeholders, and deliver measurable outcomes.
- Comfortable working in a fast-paced, evolving environment, with strong prioritization, problem-solving, and decision-making skills.
- Excellent written, oral, and interpersonal communication skills, including the ability to present to leadership and collaborate effectively across departments.
- Preferred location in Lehi, Utah or Calgary, Canada, with a hybrid work arrangement and minimal travel as needed.
