Gateway Services Inc.

• Lead Client Care Operations North America wide. • Standardize service processes. • Coach Client Care leaders. • Develop training programs. • Monitor KPIs and customer feedback. • Lead workforce planning. • Partner with Operations. • Drive continuous improvement. • Present performance insights to leadership.

• Provide operational, administrative, and analytical support for client care programs • Maintain service standards and monitor performance metrics • Coordinate training initiatives • Assist with reporting and quality assurance activities • Support customer service initiatives and improvement projects • Interact with North American veterinary clinics and pet parents by phone and email

• Manage and grow an established portfolio of veterinary partnerships. • Conduct regular customer visits, strategic business reviews and service consultations. • Identify opportunities to expand existing customer relationships. • Become a trusted advisor by understanding each customer's business and recommending solutions that support their success. • Partner closely with Business Development Managers to ensure seamless onboarding of new customers. • Build and maintain customer activity using CRM technology. • Achieve or exceed customer retention, revenue growth and activity objectives. • Represent Gateway at veterinary conferences, networking events and industry trade shows.

• Create job offers and coordinate background checks • Support onboarding and assist with training & development initiatives • Provide guidance to Team Members on HR matters including compensation, leaves, and benefits • Promote HR programs that foster an engaged, collaborative, and conflict-free workplace • Assist with the development and implementation of HR policies and procedures • Support performance management activities, including the bi-annual review process • Maintain accurate Team Member records and HR documentation • Enhance employee satisfaction through issue resolution, benefits support, and team-building initiatives • Build strong working relationships with Care Center Managers and Regional Managers • Support Team Member relations and conflict management processes • Assist with benefits administration, enrollment changes, and claims inquiries • Process and manage leave-of-absence and disability documentation • Ensure compliance with employment laws and labor regulations • Support additional HR initiatives and projects as needed