Vetsource

• Meet with veterinary practice leadership to review what is working and what could be improved to maximize Vetsource product benefits to the practice and their clients. • Train the veterinary practice customer on the Vetsource product(s) or service(s) of utmost value to them, while having the ability to adapt or alter training sessions based on real-time customer feedback, questions, or newly stated pain points. • Collaborate closely with the Sales team to offer an exceptional and seamless customer experience, creating continuity for practices while focusing on the Vetsource product(s) or service(s) that matter most to our veterinary practice customer. • Provide recommendations, resources, and assets to the hospital team, based on a practice’s highest indicated needs and interests. • Maintain an innovative and adaptive approach to implementing the Vetsource platform within practices.

• Answer calls from clients to address their needs, complaints, or other issues with products or services; keep records of all customer conversations • Respond efficiently and accurately to callers; explain possible solutions and ensure that clients feel supported and valued • Engage in active listening with callers; confirm or clarify information, identify customer needs, research issues and provide solutions and/or alternatives • Exhibit understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service • Provide problem resolution on billing or shipment issues; update online customer records including pets, payment methods, address and other critical shipping information • Help shoppers place web orders, re-orders, and autoships • Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems

• Define and execute forward-thinking strategies that drive holistic revenue growth, maximize market penetration, and strengthen competitive positioning across both retail and veterinary channels. • Spearhead the development of pricing strategies, market positioning, and product introduction tactics that ensure differentiation and profitable growth across diverse market segments. • Oversee and provide mentorship to department heads (Marketing, Sales, Success, Category Management), fostering a high-performance culture that emphasizes leadership development and strategic agility. • Foster seamless collaboration and integration across all "under the umbrella" departments to ensure consistent messaging, unified client engagement, and optimized retention. • Build strong partnerships with Product, Finance, and Operations to drive shared objectives, ensuring that the product roadmap and financial modeling support aggressive revenue initiatives. • Oversee consolidated department budgets, ensuring efficient resource allocation and ROI-driven spend across marketing campaigns, sales incentives, and partner engagement. • Monitor global market trends, competitor movements, and shifting customer needs to refine strategies and pivot quickly in a dynamic landscape. • Provide strategic leadership to optimize the sales tech stack and processes; analyze data to provide accurate targets, pipeline forecasts, and performance metrics. • Manage strategic partnerships with key vendors, distributors, and industry partners to enhance product offerings and expand distribution channels. • Represent the company at high-level industry events and conferences to build brand equity and establish personal and organizational thought leadership. • Set high standards and hold senior team members accountable for KPIs and professional growth. • Influence cross-functional teams, fostering confidence and optimism in the organization’s future. • Foster a positive, inclusive environment that encourages collaboration between technical, creative, and sales professionals.

• Meet with veterinary practice leadership to review what is working and what could be improved to maximize Vetsource product benefits to the practice and their clients. • Train the veterinary practice customer on the Vetsource product(s) or service(s) of utmost value to them. • Collaborate closely with the Sales team to offer an exceptional and seamless customer experience. • Provide recommendations, resources, and assets to the hospital team, based on a practice’s highest indicated needs and interests. • Maintain an innovative and adaptive approach to implementing the Vetsource platform within practices.

• Partner with Marketing Managers to plan, build, and execute multi-channel digital campaigns aligned with business goals • Translate campaign briefs into actionable builds within marketing automation platforms (e.g., Salesforce Marketing Cloud, HubSpot, etc.) • Configure and deploy email campaigns, customer journeys, audience segmentation, and personalization strategies • Monitor campaign performance and deliver regular reporting on key metrics such as engagement, conversion, and ROI • Identify opportunities to streamline workflows and improve campaign execution processes • Analyze performance across digital marketing channels (paid media, email, SEO, social) • Build and maintain dashboards and regular reports on KPIs (traffic, conversion rates, CAC, ROI) • Translate complex data into clear, actionable insights • Ensure accuracy and integrity of marketing data • Support tracking implementation (UTMs, pixels, tagging) • Evaluate campaign effectiveness and recommend improvements • Conduct A/B testing and interpret results • Identify trends and opportunities to increase engagement and conversions • Analyze customer segments, behaviors, and lifecycle trends • Support persona development and targeting strategies • Monitor competitor activity and market conditions.

Director of Product Remote US Remote - Ontario time type Full time WHO WE ARE LOOKING FOR Director of Product As the Director of Product, you will be responsible for leading our product management organization, defining a unified strategic product vision, and ensuring our technology delivers measurable value to both veterinary practices and pet owners. You will mentor a high-performing team while navigating the complexities of a B2B2C marketplace. You will hold primary responsibility for our veterinary customer and pet owner facing product portfolio. Your goal is to move the organization toward a highly personalized veterinary medicine experience that reduces administrative friction for clinics and enhances the care journey for pet owners. You will manage a team of Product Managers, fostering a culture of technical excellence, innovation, strategic rigor, data-driven decision-making and outcome orientation. This is a full-time, remote position. WHAT YOU’LL DO Strategic Product Vision: Transform high-level company goals into a cohesive product strategy based on business value, customer needs, and data-driven insights. - Partner with the Head of Product and Head of Design to drive the transition from siloed products to a cohesive experience for our clinic customers and pet owners. - Implement advanced frameworks to balance long-term innovation bets with core platform stability, ensuring resources are always allocated to the highest-impact initiatives. - Establish and track key performance indicators (KPIs) to measure product success and inform decisions. Department Leadership: Lead, mentor, and develop the Product Management team. You will be responsible for the professional development of our PMs, ensuring alignment across all teams. Own end-to-end product lifecycle from ideation through launch and continuous optimization: Advocate for the Customer experience. - Workflow Automation: Lead the development of intelligent, automated experiences that make the lives of our vet customers easier and delight them along the way, allowing staff to focus on patient care. - E-commerce & Conversion: Oversee our pet-owner-facing commerce engines, optimizing frictionless checkout journeys and recurring revenue programs. - Platform Integration: Ensure Vetsource remains a deeply embedded partner within the veterinary software ecosystem through robust API strategies and third-party integrations. - Value Transparency: Drive the creation of tools that provide practices with clear visibility into their performance, revenue recapture, operational efficiency and the value of the Vetsource services. - Identify risks and remove blockers to ensure timely delivery of product initiatives. Stakeholder Management and Engagement: Partner with customers, partners, engineering, design, marketing, sales, operations and others to deliver high-impact products. WHAT YOU BRING - 7+ Years of Product Management Experience: A proven track record of leading product organizations in B2B2C or B2B SaaS, Vet Health, Health-tech, or Marketplace environments. 5+ years of strong animal health or health-tech experience is highly preferred, but top-tier product craft is non-negotiable. - Experience Leading Product Managers: At least 3 years of experience managing other Product Managers. You should have a history of coaching junior and senior PMs toward their next career milestones. - Platform Mindset: Experience moving a product suite from siloed applications to an integrated platform or "Open Architecture" model. - Analytical Rigor: Proficiency in defining successful outcomes with clearly measurable KPIs and holding teams accountable to user impact rather than feature shipping. - Communication Excellence: The ability to distill complex technical roadmaps into crisp strategic narratives for executive leadership and external stakeholders. Preferred Experience and Qualifications: - Preferred experience in LLM implementation, AI product launches and incorporating AI usage into all phases of product development. - Preferred expertise of modern product discovery techniques and "Product-Led Growth" (PLG) principles. WORKING CONDITIONS - Reliable internet access is required. - Sitting/standing at a desk working on a computer for long periods of time. WHAT CAN YOU EXPECT FROM VETSOURCE In addition to an inclusive and welcoming culture, Vetsource also offers: - Competitive pay and benefits including medical, vision*, dental, and life insurance - Employee Assistance Program - Pet insurance* and Virtual vet care - PTO, Holidays, Floating Holidays, and Volunteer Day - Retirement Savings Plan (401k/ RRSP) with employer matching program - Paid parental leave - Flexible scheduling and remote work where possible - The opportunity to join one of our Associate Resource Groups, and fun company events! OUR VALUES In addition to the benefits listed above, all associates are expected to support and model Vetsource’s Core Values: Do the right thing every time; Treat others the way they want to be treated; Embrace change; Be innovative; Get it done; Enjoy the work! A culture where everyone can thrive! Pay range (US based applicants): $190,265 - $238,000 (annualized) + 20% annual bonus target Pay range (CAD based applicants): $171,221 - $215,000 (annualized) + 20% annual bonus target

• Transform high-level company goals into a cohesive product strategy • Partner with the Head of Product and Head of Design to drive the transition from siloed products to a cohesive experience • Implement advanced frameworks to balance long-term innovation bets with core platform stability • Establish and track key performance indicators (KPIs) to measure product success • Lead, mentor, and develop the Product Management team • Own end-to-end product lifecycle from ideation through launch and continuous optimization • Lead the development of intelligent, automated experiences • Oversee our pet-owner-facing commerce engines • Ensure Vetsource remains a deeply embedded partner within the veterinary software ecosystem through robust API strategies • Drive the creation of tools that provide practices with clear visibility into their performance • Partner with customers, partners, engineering, design, marketing, sales, operations and others to deliver high-impact products

• Lead enterprise-wide cash flow forecasting and bank administration, ensuring compliance with banking regulations and the maintenance of treasury policies • Direct corporate risk mitigation and insurance strategies in partnership with the parent company to protect organizational assets and minimize liability • Lead the design and implementation of process improvements and system optimizations, leveraging technology and automation to drive organizational efficiency • Stay abreast of changes in treasury regulations and accounting pronouncements and implement necessary updates to policies and procedures, including drafting and revising policies • Oversee the end-to-end reconciliation of complex disbursement cycles, ensuring the precision and integrity of high-volume financial flows • Direct transactional integrity programs and operational risk mitigation, balancing security requirements with cross-functional business needs • Provide strategic direction for the payroll function, ensuring compliant multi-state processing, accurate reporting, and seamless system integrations • Develop, implement, and maintain various financial policies and procedures, contributing documentation and subject matter expertise to support audit and compliance reviews • Lead change management and user adoption strategies for new workflows, providing the necessary communication, training, and guidance to the team • Oversee activities of the team, provide work direction and deadlines, and performance feedback, including review of performance, goal setting, and corrective action if necessary.

• Use Google CCAI and workforce management techniques to analyze and make necessary adjustments in staffing plans • Maintain constant communication with Department leaders and associates to coordinate needed staffing adjustments based on current and forecasted results • Monitor PTO, absences, advisor clock in/out logs, shift swaps and breaks/lunches to ensure schedule adherence and overtime limits • Develop advisor schedules; monitor schedules and update the scheduling system accordingly • Manage virtual agent activity, adding/removing them from the call center queues • Provide daily/intra-day performance reports to leadership • Compare results to forecast and identify opportunities for improvement

• Answer calls from clients to address their needs, complaints, or other issues with products or services; keep records of all customer conversations • Respond efficiently and accurately to callers; explain possible solutions and ensure that clients feel supported and valued • Engage in active listening with callers; confirm or clarify information, identify customer needs, research issues and provide solutions and/or alternatives • Exhibit understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service • Provide problem resolution on billing or shipment issues; update online customer records including pets, payment methods, address and other critical shipping information • Help shoppers place web orders, re-orders, and autoships • Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems