Heartstrings Pet Hospice is seeking a Full-Time Inbound Call Center Manager (Remote) to lead and elevate our Veterinary Care Specialist (VCS) team the front line of compassion and connection for families navigating end-of-life care for their beloved pets.
This is not a traditional call center role. This is a leadership position that requires a balance of operational excellence, performance management, and deep emotional intelligence, ensuring every interaction reflects our core values: Compassion, Dignity, Respect, and Empathy.
About the Role
The Inbound Call Center Manager will oversee the daily operations, performance, and development of the VCS team. This role is responsible for ensuring that every family interaction is handled with the highest level of care, while maintaining strong discipline around metrics, quality control, and operational efficiency.
This is a hands-on leadership role you must be willing to lead from the front, including stepping in to take calls during high-volume periods or when the team needs support.
Key Responsibilities
Team Leadership & Development
- Lead, coach, and develop a high-performing team of Veterinary Care Specialists
- Foster a culture grounded in empathy, accountability, and continuous improvement
- Conduct regular 1:1s, performance reviews, and real-time coaching
- Support onboarding and ongoing training programs
Operational Management
- Own inbound call center operations including scheduling, staffing, and coverage
- Monitor real-time call flow and ensure service levels are consistently met
- Identify operational gaps and implement process improvements
- Ensure seamless coordination between VCS and Medical (DVM) teams
Performance & Metrics Ownership
- Establish, monitor, and report on key KPIs, including:
- Call response time / speed to answer
- Call conversion rates
- Call quality (QA scores)
- Family experience & satisfaction
- Team adherence and staffing efficiency
- Drive accountability through data while maintaining a human-centered leadership approach
Quality Control & Experience Excellence
- Oversee call quality assurance programs (call reviews, scoring, feedback loops)
- Ensure all interactions reflect Heartstrings’ standards of Compassion, Dignity, Respect, and Empathy
- Continuously refine communication approaches, workflows, and scripting
Lead by Example
- Actively participate in inbound calls when needed
- Demonstrate best-in-class communication and empathy in real-time
- Set the tone for how the team engages with families during emotionally sensitive moments
Cross-Functional Collaboration
- Partner closely with operational leadership to ensure alignment across teams
- Act as the voice of the VCS team in process improvements and strategic discussions
Who You Are
- You lead with empathy first, but understand the importance of accountability
- You are both data-driven and heart-driven
- You are a player-coach, willing to step in and do the work when needed
- You thrive in environments where operations and human experience intersect
- You believe every interaction matters - especially during life’s most difficult moments
❤️ Why Heartstrings
At Heartstrings Pet Hospice, we are redefining end-of-life care for pets and their families. Every call we take represents a family going through one of the hardest decisions they will ever make.
This role is critical in ensuring that experience is handled with care, clarity, and compassion - every single time.
If you are someone who can balance:
- Compassion with performance
- Leadership with service
- Operations with empathy
- we would love to meet you.
To apply or learn more, please reach out or apply through our careers page.
Heartstrings Pet Hospice
Compassion • Dignity • Respect • Empathy
Requirements
✅ Qualifications
- 3+ years of experience in call center leadership or operations management
- Experience managing performance through metrics and KPIs
- Strong coaching and team development skills
- Exceptional communication and emotional intelligence
- Ability to navigate sensitive, emotionally charged conversations with professionalism and empathy
- Highly organized with strong problem-solving capabilities
- Comfortable operating in a fast-paced, evolving environment
Benefits
Compensation
Total Compensation: $80,000 – $95,000+ (Base + Quarterly Performance Bonus)
- Base Salary: $62,500 annually
- Quarterly Bonus: $5,000 – $10,000 per quarter ($20K–$40K annually)
- Bonus is tied to clearly defined, achievable KPIs focused on team performance and operational excellence
This structure is designed to reward strong operators who can drive both team performance and exceptional family experiences.
Benefits & Perks:
- Comprehensive Medical, Dental & Vision Coverage
- 401(k) with Company Match
- Pet Insurance
- Generous Paid Time Off & True Work-Life Balance
- Quarterly Performance-Based Incentive Program
- Professional Development & Continuing Education Support
- Positive, Collaborative Team Culture
- Career Growth & Advancement Opportunities within a Growing National Practice
- Mission-Driven Environment Rooted in Compassion, Dignity, Respect & Empathy
Bonus Structure (KPIs)
Quarterly bonuses are tied to clear, measurable, and controllable metrics, including:
- Call conversion performance
- Quality assurance (QA) scores
- Response time / service level adherence
- Overall team performance and consistency
Our goal: High-performing managers should consistently achieve a meaningful portion of the bonus—not a “lottery,” but a performance-driven, attainable structure.