• Foster strong, enduring relationships with veterinarians, encouraging their professional and personal satisfaction in their roles • Primary point of contact for an average of 20 veterinarians (equating to approximately 8 doctors on-call per day) • Oversee and prioritize calendars, manage doctor schedules, and approve PTO requests • Ensure exceptional service by monitoring appointments, addressing and resolving client concerns, and managing escalations with empathy and efficiency (ex: accidents, injuries, unique client requests, and unusual circumstances) • Occasional partnership with Crematory Relationship Administrator and client to ensure the highest level of care and service for families • Report/present to the Senior Practice Managers any updates or suggestions for standard operating procedures (SOPs) to help ensure quality in operations • Engage in professional cross-functional collaboration to ensure knowledge of systems and processes to appropriately provide front line support to doctors • Update departmental metrics

• Serve as subject matter expert for the Red Cross Aquatics programs • Support content development by reviewing and editing technical texts throughout the product development cycle • Ensure the accuracy and relevancy of the Training Services program content • Assist the Senior Director, Science and Education and Director, Aquatics Programs with ongoing education • Involved in continuing education for Training Services and for review, approval, and quality monitoring of education programs • Support the Scientific Advisory Council Aquatics sub-council as needed • Serve as an internal and external American Red Cross SME / liaison • Coordinate the production and distribution of material • Provide education of staff, instructor, and instructor trainers • Ensure compliance with relevant regulations and industry standards

• Increase Revenue and Return on Investment on specific and assigned product lines • Develop and Deliver in depth product specification training for all PC staff • Develop and Deliver in depth sales and market segment training for Sales Staff and PCMs • Assist in the Design and Management of Large Projects relevant to area of responsibility • Work with equipment vendors relevant to area of responsibility to ensure that product specifications are considered and that adequate training, support, pricing and terms are delivered • Manage inventory across PCs and recommend fleet movements as necessary in order to achieve the highest return on investment possible • Monitor competition relevant to area of responsibility for new opportunities or trends in the market, develop action plans for growth or change in response to these trends • Assist in orderly disposal of fleet relevant to area of responsibility to maximize return on disposed fleet • Support the overall strategy of the company and the Pump & Power group • Manage specific projects on an as needed basis to drive revenue and maximize return on investment • Identify and develop opportunities with specific customers or market segments relevant to area of responsibility to drive revenue and maximize return on investment

Role Description - Managing the Email and SMS customer service function, ensuring timely, accurate, and consistent handling of high-volume inbound customer requests. - Lead a structured discovery and improvement initiative to better understand customer behavior on Email and SMS. - Identify automation opportunities and support the design of appropriate operating and remuneration model for this service-led environment. Qualifications - Relevant tertiary diploma or degree or Certification in management. - 2+ Years customer service/collections operations experience. - Experience working with data, reports, and basic performance metrics. - Experience leading or supervising a customer service or operational team. - Strong analytical thinking and ability to identify patterns in large volumes of written customer interactions. - Comfortable working with data, reports, and basic performance metrics. - Ability to document processes and suggest practical improvements. - Interest in automation, AI, and process improvement (hands-on exposure advantageous, not required). - Strong written and verbal communication skills. - Good organizational and time management skills in a high-volume environment. - Ability to work collaboratively across multiple departments. - High attention to detail and commitment to service quality. Requirements - Mid-Level Work Level. - Permanent Job Type. - Market Related Salary. - EE Position: No. - Location: Work From Home.