Manager Customer Relations

Position Title:

Manager Customer Relations

Job Group:

Professional & Scientific

Required Minimum Qualifications:

High school diploma or equivalent and 5 years of related experience

Job Description:

The Lloyd Veterinary Medical Center, part of Iowa State University’s College of Veterinary Medicine, is a full-service teaching hospital offering advanced diagnostic, medical, and surgical care for small and large animals while supporting the education and training of future veterinarians.

About the Role

The Lloyd Veterinary Medical Center is seeking a Manager of Customer Relations with management experience and extensive patient or client service experience. This opportunity is well suited to a leader from patient access, patient relations, hospital registration, or medical practice operations who wants to apply those skills in a veterinary teaching hospital.

You will lead Veterinary Teaching Hospital Assistants supporting reception, client communication, and patient flow across the Small Animal and Large Animal Hospitals.

In this role, you will oversee staffing, scheduling, employee development, and client service operations in a fast-paced, 24/7 hospital. You will help staff navigate sensitive conversations, resolve concerns, and provide clear, compassionate communication to clients seeking care for their animals. Your experience coordinating service teams and working with clinical departments will help improve the client experience while supporting hospital operations and veterinary education.

Key Responsibilities

• Lead and develop Veterinary Teaching Hospital Assistant teams across small and large animal hospital services, including hiring, onboarding, coaching, performance management, and employee development.
• Develop, implement, and maintain standard operating procedures and training programs that support consistent reception, client communication, and service delivery.
• Support hospital operations through data review, process improvement initiatives, and special projects, using available information and feedback to identify service gaps and evaluate improvements.
• Partner with service leaders and hospital administration to coordinate client-facing workflows, address operational barriers, and improve communication between reception and clinical teams.
• Serve as a resource for complex client concerns, coach staff in service recovery and de-escalation, and coordinate follow-up with clinical teams and hospital leadership.
• Establish clear service expectations and provide timely feedback, recognition, and training to strengthen team performance and the client experience.
• Monitor departmental supply and operational needs and support financial and purchasing processes.
• Oversee staffing plans, scheduling processes, and workforce management systems to coordinate coverage across shifts and support continuous 24/7 hospital operations.
• The primary work hours are 11:00 a.m. to 8:00 p.m. Flexibility is required to adjust the schedule to meet with, coach, and support employees working day, evening, and overnight shifts in a 24/7 hospital. Occasional morning meetings, weekend or holiday work, and coverage outside the primary schedule may be required to meet operational needs.
• Additional Details
• This is an on-site position within a veterinary teaching hospital.
• Work environment includes interaction with clinical areas and animal patients.
• Occasional coverage outside standard work hours may be required to support hospital operations.
• Position requires frequent movement throughout the hospital, including walking between service areas, standing for extended periods, and responding to operational needs across the facility.
• Ability to navigate both Small Animal and Large Animal Hospital areas while supporting staff, clients, and hospital operations.
• Why Join Us?
• Bring your management experience to a setting where skilled client service helps families navigate complex and often emotional decisions about their animals.
• Work alongside clinicians, faculty, students, and staff to connect compassionate service with advanced veterinary care and education.
• Shape reception workflows, strengthen communication, and help your team deliver a consistent client experience across hospital services.
• Make a direct impact through employee coaching, team development, and practical improvements to daily hospital operations.

Preferred Qualifications:

• Experience managing teams in human healthcare, veterinary healthcare, higher education, hospitality, or other service-focused environments.
• Experience supervising, coaching, and developing employees, including performance management responsibilities.
• Experience interpreting and implementing workplace policies and procedures.
• Experience using scheduling, workforce management, electronic health record, or enterprise systems.
• Experience overseeing staffing, scheduling, and workforce coordination in a multi-shift or 24/7 environment.
• Candidates must be legally authorized to work in the U.S. on an ongoing basis without sponsorship. Immigration sponsorship is not available for this position.
• Application Consideration Date: Applications received by November 20th, 2026 will be given full consideration.
• Application Instructions: To apply for this position, please click on “Apply” and complete the Employment Application. Please be prepared to enter or attach the following:
• Resume/Curriculum Vitae
• Letter of Application/Cover Letter
• Why Choose Iowa State University?
• Iowa State Employees enjoy comprehensive health and work-life benefits, including medical and dental, as well as:
• Retirement benefits including defined benefit and defined contribution plans
• Generous vacation, holiday, and sick time and leave plans
• Onsite childcare (Ames, Iowa)
• Life insurance and long-term disability
• Flexible Spending Accounts
• Various voluntary benefits and discounts
• Employee Assistance Program
• Wellbeing program
• If you have questions regarding this application process, please email employment@iastate.edu, or call 515-294-4800 or Toll Free: 1-877-477-7485.
• Appointment Type: Regular
• Number of Months Employed Per Year: 12 Month Work Period
• Time Type: Full time
• Pay Grade: PS808
• Original Posting Date: November 11, 2026
• Posting Close Date: December 3, 2026
• Job Requisition Number: R20241
• Iowa State University does not discriminate on the basis of race, color, age, ethnicity, religion, national origin, pregnancy, sexual orientation, genetic information, sex, marital status, disability, or status as a U.S. Veteran. Inquiries regarding non-discrimination policies may be directed to Office of Equal Opportunity, 2680 Beardshear Hall, 515 Morrill Road, Ames, Iowa 50011, Tel. 515-294-7612, email eooffice@iastate.edu .
• General ISU compensation information can be found on the University Human Resources website. Please note that this is only a list of ranges and individuals will be paid commensurate with qualifications.