Full-Time
Director of Customer Experience Systems & Insights
Posted on 7/31/2026
PetDesk
201-500 employees
Mobile app for veterinary client communication
Compensation Overview
$144k - $164k/yr
Remote in USA
Remote
 Business & Strategy (2) |
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- Demonstrated experience owning a customer experience tool stack end-to-end, including optimization, adoption, reporting, and vendor management.
- At least 5 years of experience in customer experience, support operations, or a related operations role, including at least 2 years in a leadership capacity.
- Experience building reporting and analytics infrastructure used by executive leadership.
- Experience building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions.
- Experience managing a team, including at least one direct analyst- or coordinator-level report.
- A track record of process improvements with measurable impact on efficiency or cost.
- Experience utilizing artificial intelligence for building or optimizing processes.
- Experienced user of Salesforce, HubSpot, ChurnZero or Gainsight, project management software such as Klient or Wrike, Zendesk, Gong, and related tools.
- Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates that stay within scope and meet customer needs.
- Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization.
- Drive adoption and optimization of the customer experience technology stack to align with critical workflows within customer experience and across other teams.
- Build executive-ready dashboards and reporting that uncover trends, measure performance, and turn data into actionable business insights.
- Lead meetings and enablement sessions that align stakeholders, drive adoption, and empower internal teams to succeed.
- Manage the customer experience tool stack and budget.
- Implement artificial intelligence and self-service automation and governance.
- Oversee metrics and reporting for the leadership team and Board.
- Translate company priorities into customer experience initiatives and day-to-day operational execution.
- Industry credentials such as Certified Customer Experience Professional are highly valued.
PetDesk offers a subscription software platform that helps veterinary clinics manage client communication. The product integrates with practice management systems (such as AVImark and Cornerstone) to handle appointment requests, prescription refills, health records, and reminders for pet owners. Pet owners use a mobile app to interact with clinics, access records, request services, and use virtual care. By serving over 2,100 clinics and 1.4 million pet owners with strong integrations and ongoing support, PetDesk aims to improve clinic efficiency and pet health outcomes.
Company Size
201-500
Company Stage
Late Stage VC
Total Funding
$16.7M
Headquarters
San Diego, California
Founded
2013
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Simplify's Take
What believers are saying
- Shepherd integration expanded August 13, 2025, with six months free for new customers.
- PetDesk reported 146 employees in April 2026, and hiring stayed active.
- PetDesk still markets nearly 30 PIMS integrations, supporting cross-platform distribution.
What critics are saying
- IDEXX Vello in 2026 owns Cornerstone, Neo, and ezyVet workflows directly.
- Otto and Weave compete on unified phones, texting, booking, payments, and scribe.
- PetDesk's 2026 integration coverage stays uneven; Scribe remains read-only across supported PIMS.
What makes PetDesk unique
- PetDesk bundled Vetstoria, WhiskerCloud, and Kontak into one suite by 2025.
- AVImark writeback and two-way texting sync directly into records in 2026.
- PetDesk Scribe launched May 13, 2025, adding veterinary AI note-taking.
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Benefits
Health Insurance
Health Savings Account/Flexible Spending Account
401(k) Company Match
Dependent Care Flexible Spending Account
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Unlimited Paid Time Off
Paid Holidays
Paid Parental Leave
Pet Insurance
Professional Development Budget
Growth & Insights and Company News
6 month growth
↑ 22%1 year growth
↑ 1%2 year growth
↑ 2%SAN DIEGO, May 13, 2025 /PRNewswire/ -- PetDesk—a leading provider of veterinary client communication and engagement software—has announced the launch of PetDesk Scribe, an AI-powered transcription solution that enables veterinarians to focus on patient care without the distraction of manual note-taking. With this product release, PetDesk reinforces its commitment to building software that better connects veterinary teams with pet parents.PetDesk Scribe Helps Veterinary Providers Reclaim Their Time
Exciting conversations, personalized product demos and discounts, the reveal of its upcoming AI solution (PetDesk Scribe), and delicious piña coladas at its tiki bar - to say WVC 2025 in Las Vegas was a blast would be an understatement!
SAN DIEGO, Feb. 5, 2025 /PRNewswire/ -- PetDesk, a leading provider of veterinary client communication and engagement technology, is excited to announce the upcoming launch of its new AI-powered note-taking solution: PetDesk Scribe. Designed to replace the manual note-taking process with reliable transcription intelligence, PetDesk Scribe empowers veterinarians to fully focus on patient care. This innovation reinforces PetDesk's mission of extending the lives of pets by building technology that better connects veterinary teams with pet parents.The challenges PetDesk Scribe solves
SAN DIEGO, July 10, 2024 /PRNewswire/ -- PetDesk , a leader in veterinary communication and workflow solutions, is excited to announce a strategic partnership with Veterinary Management Groups (VMG). This collaboration will bring PetDesk's innovative technology to VMG's dedicated members, enhancing the efficiency and effectiveness of independent veterinary practices nationwide."We are thrilled to partner with PetDesk," said VMG President Matt Salois. "Their comprehensive suite of products aligns perfectly with our mission to provide our members with the best tools available to achieve extraordinary practice success. PetDesk's technology will modernize client communication and significantly improve the overall experience for pet owners and veterinary staff alike."Branon Hanono, Head of Partnerships at PetDesk, expressed his enthusiasm about the partnership, stating, "This collaboration with VMG represents a significant step forward in our mission to support veterinary practices. By integrating PetDesk's solutions with the expertise and reach of VMG, we aim to drive veterinary medicine forward, ensuring that clinics operate more smoothly and efficiently, ultimately benefiting pets and their owners."PetDesk has evolved through the strategic acquisitions of Vetstoria, WhiskerCloud, and Kontak, each bringing their unique strengths to the table. Vetstoria's real-time online appointment scheduling, WhiskerCloud's exceptional digital marketing expertise, Kontak's advanced phone systems, and PetDesk's communication software and app now all unite under the PetDesk brand
PetDesk, the leading provider of veterinary client engagement technology, today announced the launch of PetDesk CE University (CE U), the first veterinary business learning portal of its kind in the industry. PetDesk CE U aims to provide veterinary professionals with exclusive, thought-provoking, on-demand continuing education (CE) courses that will focus on business processes and invigorate their passion for the job. “CE is required for all accredited veterinary professionals to maintain their licenses and provide care for our pets. Yet, 45 percent of veterinary professionals we surveyed say their top complaint with CE is the quality of the content offered,” said PetDesk’s Vice President of Demand Generation, Kevin O’Leary. “PetDesk aims to provide those seeking CE credits for their licensure an option to learn new ideas on their own schedule and discover paths to crafting a thriving clinic, presented by respected and tenured veterinary thought leaders. We’re so very excited to be able to offer these courses to those who give so much for our pets.”