Avetta, LLC
Tech / AI / Software
Manager,VetifySupplierSupport(B2BCustomerSupport)
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Vetify Supplier Support (B2B Customer Support) at Avetta, LLC. Skills: Leadership, Operational Oversight, Strategic Initiatives, Customer Experience Improvement, Automation and AI Adoption, Process Standardization. Lead Avetta’s Vetify supplier support operations across internal teams and external BPO partners. Ensure a seamless, efficient, and world-class support experience for suppliers”
What You'll Achieve.
Seamless, efficient, and world-class support experience for suppliers; Improve our customer’s experience; Case management efficiency; Expand adoption of automation and AI; Standardize support processes and documentation; High-quality, multilingual support; Elevate supplier satisfaction; Streamline workflows; Support Avetta’s growth in the region; Consistent, high-quality service across all support channels; Consistent performance management and professional development; Efficient and effective handling of supplier inquiries; Impact on efficiency, quality, and supplier experience; Simplifying workflows; Reducing friction for suppliers; Improving key metrics such as time to resolution, first contact resolution, and CSAT/NPS; Consistency across internal teams and BPO partners; Timely action to address gaps or risks; Continuous improvement across partner sites supporting Vetify suppliers; Align support operations with broader business goals and upcoming initiatives
Industry & Context.
Prioritization; Problem-solving; Decision-making skills
If within a commutable distance to one of our offices, this role would require a hybrid schedule (Tues-Thur in office, Mon/Fri work from home)., Candidates residing within commutable distance to our Calgary or Lehi office are strongly preferred., Minimal travel as needed.
What They're Looking For.
Must Have
Experience with automation and AI in support operations (e.g., virtual assistants, chatbots, AI-driven routing or knowledge tools), Basic prompting skills, Comfort adopting new technologies, Proficiency with Microsoft Office (especially Excel and PowerPoint) for reporting, analysis, and executive-ready presentations, Demonstrated ability in goal setting, performance management, and coaching, including setting clear targets, reviewing results, and driving accountability at both team and individual levels, Experience in project management or leading cross-functional initiatives, with the ability to define scope, manage timelines, coordinate stakeholders, and deliver measurable outcomes, Comfortable working in a fast-paced, evolving environment, with prioritization, problem-solving, and decision-making skills, Excellent written, oral, and interpersonal communication skills, including the ability to present to leadership and collaborate effectively across departments
Nice to Have
Salesforce experience is a significant plus, Preferred location in Lehi, Utah or Calgary, Canada
What You'll Do.
Lead Avetta’s Vetify supplier support operations across internal teams and external BPO partners
and world-class support experience for suppliers
Day-to-day management of frontline Supplier Success
Drive strategic initiatives that improve customer experience
case management efficiency
expand adoption of automation and AI
and standardize support processes and documentation
Ensure suppliers receive high-quality
multilingual support through phone
and other service channels
Provide direct leadership and operational oversight for Vetify Supplier Support
including internal frontline teams and external BPO partners
Manage a team of Team Leads
Own and optimize day-to-day case management operations
Drive the adoption of automation and AI within Supplier Support
Lead process improvement initiatives
and continuously improve standardized process documentation and operating procedures
Monitor and manage performance against key Metrics that Matter
Build and maintain relationships with BPO partners
How You'll Work.
Team & Collaboration
Working closely with cross-functional partners and regional leaders; Collaborate closely with cross-functional teams (e.g., Supplier Services leadership, Training, Quality, WFM, Product, Client Services, IT, and Operations) to align support operations with broader business goals and upcoming initiatives; Partner with Training
Communication Scope
Excellent written, oral, and interpersonal communication skills; Ability to present to leadership; Collaborate effectively across departments
Process & Methodology
Define scope, Manage timelines, Coordinate stakeholders, Deliver measurable outcomes
Full Job Description
SUMMARY The Manager, Vetify Supplier Support leads Avetta’s Vetify supplier support operations across internal teams and external BPO partners, ensuring a seamless, efficient, and world-class support experience for suppliers using Avetta’s platforms. This role is responsible for day-to-day management of frontline Supplier Success while driving strategic initiatives that improve our customer’s experience, case management efficiency, expand adoption of automation and AI, and standardize support processes and documentation. Working closely with cross-functional partners and regional leaders, this role ensures that suppliers receive high-quality, multilingual support (including English, Spanish, and Canadian French) through phone, chat, email, and other service channels. The Manager, Vetify Supplier Support balances operational excellence with continuous improvement, leveraging data, technology, and strong leadership to elevate supplier satisfaction, streamline workflows, and support Avetta’s growth in the region. If within a commutable distance to one of our offices, this role would require a hybrid schedule (Tues-Thur in office, Mon/Fri work from home). Candidates residing within commutable distance to our Calgary or Lehi office are strongly preferred. ESSENTIAL DUTIES AND RESPONSIBILITIES: Provide direct leadership and operational oversight for Vetify Supplier Support, including internal frontline teams and external BPO partners, ensuring consistent, high-quality service across all support channels (phone, chat, email, voicemail, SMS, etc.). Manage a team of Team Leads (and their associated frontline teams), setting clear expectations, providing coaching and feedback, and ensuring consistent performance management and professional development. Own and optimize day-to-day case management operations for Avetta support including case routing, prioritization, backlog management, and resolution quality to ensure efficient and effective handling of supplier inquiries. Driv
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