Client Care and Operations Manager

Client Care and Operations Manager

Watermark Pet Hospice Services & Aquamation
Full-Time | Greater Vancouver, BC

About Watermark

Watermark Pet Hospice Services & Aquamation provides compassionate, professional end-of-life care for pets and the families who love them throughout Greater Vancouver.

We support families through quality-of-life and end-of-life care, in-home euthanasia, aquamation, and personalized aftercare services, with a commitment to treating every pet with dignity and respect.

Our goal is to make an incredibly difficult time as peaceful and seamless as possible—from a family's final moments with their pet through the aftercare process and the return of their pet's remains.

Position Summary

Watermark is seeking a compassionate, organized, and experienced Client Care & Operations Manager to join our team.

This is a full-time, hands-on position that combines client care and administration with the practical and technical responsibilities involved in pet aftercare and aquamation. The role also works closely with Watermark's veterinary partner clinics to coordinate patient transfers, aftercare arrangements, service requests, and communication.

This position is five days per week within a seven-day operation, with weekends forming part of the regular work schedule.

The ideal candidate has at least two years of veterinary industry experience and two years of management experience, excellent communication and organizational skills, strong attention to detail, and the ability to support grieving families with empathy and professionalism.

Key Responsibilities

Client Care & Coordination

• Provide compassionate and professional support to families by phone, email, and text.
• Schedule and coordinate in-home euthanasia appointments, patient transportation, aquamation, and aftercare services.
• Guide families through the end-of-life and aftercare process with empathy, patience, and clarity.
• Manage special aftercare requests and memorial selections.
• Address client questions, concerns, and sensitive situations with professionalism
• Maintain accurate and complete patient and client documentation.

Patient Aftercare & Aquamation

• Receive, identify, and care for pets following euthanasia or transfer from veterinary hospitals.
• Follow strict identification and chain-of-custody procedures throughout the aftercare process.
• Prepare and process patients for aquamation according to Watermark's established procedures.
• Coordinate communal, private, and exclusive aquamation services.
• Process remains and prepare urns for return to families.
• Create and prepare requested memorial items, including ink prints, fur clippings, painted paw prints, clay paw prints, Spawts impressions, and other personalized keepsakes.
• Prepare completed aftercare packages for family pickup, delivery, or shipping.
• Ensure every pet is handled with dignity, care, and respect throughout the entire process.
• This is a physically active role and requires the ability to safely lift and move pets and equipment, with assistance and appropriate equipment when required.

Veterinary Partner Coordination

• Build and maintain positive working relationships with Watermark's veterinary partner clinics and hospitals.
• Communicate with veterinary teams regarding patient intake, transportation, aftercare selections, documentation, and return of remains.
• Help ensure partner requests are handled accurately, promptly, and professionally.
• Work directly with Watermark's Lead Veterinarian/Founder regarding scheduling, client needs, operational matters, and veterinary partner relationships.

Operations

• Maintain a clean, organized, and respectful working environment.
• Follow established procedures carefully and consistently.
• Identify and communicate scheduling, processing, documentation, or client-service concerns promptly.
• Take ownership of daily responsibilities while working both independently and collaboratively as part of a small team.

Qualifications

• Minimum two years of experience in the veterinary industry required as well as management experience.
• Excellent verbal and written communication skills.
• Strong organizational skills, initiative, and attention to detail.
• Compassionate and empathetic - comfortable supporting families experiencing the loss of a pet.
• Comfortable working directly with deceased pets following euthanasia and participating in all aspects of patient aftercare and processing.
• Able to handle emotionally sensitive situations calmly and professionally.
• Self-motivated and comfortable working independently and taking ownership of daily responsibilities.
• Able to prioritize and manage multiple tasks in a busy environment.
• Reliable and dependable.
• Comfortable learning and consistently following established procedures for patient care, processing, and aquamation.

Schedule & Compensation

• Full-time
• Five days per week within a seven-day operation
• Weekend work is required and forms part of the regular schedule
• $60,000-$70,000

This position is about much more than scheduling and administration. You will support families through one of the most difficult experiences they will face while also taking responsibility for the careful, respectful aftercare of their pets.

We are looking for someone who is compassionate without losing attention to detail; someone who can communicate warmly with a grieving family and then transition confidently into the practical, hands-on responsibilities of aftercare. You should be comfortable taking initiative, working independently, and recognizing that seemingly small details can carry enormous importance for the families we serve.

At Watermark, we believe every pet deserves to be treated with dignity and every family deserves thoughtful, compassionate support. We are looking for someone who shares that commitment and takes pride in providing exceptional care at every stage of the process.

Pay: $60,000.00-$70,000.00 per year

Work Location: In person