Client experience and operations manager

As our Client Experience & Operations manager, you will become a key member of the Albury Animal Hospital leadership team, working alongside our Hospital Director, Lead Vet and Lead Nurse.

You will take ownership of the client experience and be responsible for ensuring the hospital is operating effectively - ensuring our clients receive an exceptional, consistent and authentic experience from their first contact with us through to follow-up after their pet's care.

This is a hands-on leadership role. You'll spend part of your day visible within our front-of-house team, particularly during our busiest periods, leading by example, coaching our people and maintaining high standards. You'll also have dedicated administration time to manage the systems, projects and responsibilities that sit within your portfolio.

Your area will encompass client experience, front-of-house leadership, team training, communications, scheduling and rostering, client feedback, financial administration, digital content, process improvement and administrative support to the Hospital Director.

A significant part of your role will be identifying opportunities to improve how we work. We don't want someone who simply waits for a task list. We want someone who notices what needs attention, develops solutions and takes ownership of getting things done.

Ultimately,



you'll help create a hospital where our clients feel authentically cared for, our team has explicit systems and standards to work within, and our Hospital Director can increasingly step away from day-to-day administration to focus on leadership and growing the business.

A comprehensive Position Description, including responsibilities, KPIs and six-month performance expectations, will be provided to shortlisted applicants.

Who we're looking for

We're looking for a natural leader and exceptional organiser who notices the details, takes ownership and is always looking for ways to make things better.

Veterinary experience isn't essential. We're interested in how you think, lead and get things done.

You'll ideally bring 5+ years' experience in customer service, administration or leadership, with strong people skills, exceptional organisation and attention to detail, and a proven ability to lead, coach and improve systems.

You will be proactive, commercially aware, solutions-focused and passionate about creating an exceptional client experience.

Most importantly - come and tell us what we need to do, rather than waiting for us to tell you.

We want someone who sees opportunities, brings ideas and has the drive to turn them into action.

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📌 Client experience and operations manager (Albury)
🏢 Albury Animal Hospital
📍 Albury