Customer Experience Product Manager

Veterinary Emergency Group • $180K — $220K *

White Plains, NY 10605In-Person

Healthcare

Less than 5 years of experience

Today

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Job Overview by Ladders

Qualifications

5-7 years of product management experience
Strong background in product strategy and roadmap development
Ability to utilize data for product decisions and tradeoffs
Proven experience in cross-functional collaboration
Experience launching B2C products with marketing strategies
Empathy for users in complex environments
Familiarity with modern AI technologies and their applications in products

Responsibilities

Drive product discovery through customer insights and data analysis
Collaborate with veterinary professionals to align new initiatives with clinical workflows
Develop business cases and roadmaps that prioritize product work
Build relationships across multiple departments to align product strategies with company goals
Oversee go-to-market strategies for new products in collaboration with marketing teams
Monitor KPIs to assess the success of product launches
Support design and engineering teams throughout the product lifecycle

Benefits

Comprehensive health and wellness benefits with access to free therapy
Paid parental leave up to 10 weeks at full salary
Unlimited PTO for vacation or sick days
Generous referral rewards program
Casual office attire and flexible work culture
Access to a company laptop and cell phone reimbursement
Free lunches and office snacks twice a week

Full Job Description

THE JOB

We're looking for an experienced and self-motivated Product Manager for a new product squad focused on customer experience initiatives. Our product and engineering efforts until now have been largely focused on internal clinical tooling, building the software that our doctors and nurses use every day to treat patients, save lives, and run our core business. Now, we're ready to bring that same technology investment and intention to our customer experience.

You will help define, shape and build brand new software and experiences that directly engage with our 1 million (and growing) customers per year. Your work will help drive the amazing VEG customer experience, creating new touchpoints that deepen relationships, support pet owners in meaningful moments, and amplify the care and connection that has defined VEG's success for over 10 years.

WHAT YOU'LL DO

Drive discovery through customer interviews, usage data, and support insights, validating problems and solutions before committing engineering resources.
Partner with veterinarians, nurses, and hospital staff to understand clinical workflows, ensuring that new customer experience initiatives don't interfere with hospital operations.
Work closely with VQ stakeholders to build business cases and quarterly roadmaps that clearly communicate prioritization tradeoffs to the business.
Build strong relationships across Marketing, Creative, Customer Experience, Customer Research, Data, Growth, Operations, and VQ leadership to align product decisions with VEG strategic priorities.
Work closely with marketing, brand, and creative teams to ensure customer facing initiatives represent and embrace our unique brand identity.
Define go to market strategies for new products, working closely with our marketing teams to align on customer facing strategy, messaging, and positioning.
Define and monitor key KPIs that track the success of new initiatives and products.
Collaborate with operational and technical support teams to ensure new features and products land well in real hospital environments.
Write clear product specs, user stories, and acceptance criteria that define the key requirements for new features.
Collaborate closely with design and engineering through the entire research, design, development, and launch lifecycle of new features and products.
Participate in key sprint ceremonies to guide and support the product team in the execution of the roadmap.

WHAT YOU NEED

Strong product management craft, with experience taking products from discovery through launch, adoption, measurement, and iteration.
Experience setting product strategy, building roadmaps, communicating tradeoffs, and connecting product decisions to customer, business, and operational outcomes.
Experience grounding product decisions in data, using quantitative insights, user research, and stakeholder context to measure impact and make thoughtful tradeoffs.
A track record of building trust with Product Development partners (Engineering, Design, Data) and cross-functional stakeholders.
Experience building 0->1 B2C products with thoughtful marketing and go to market strategies
Strong empathy for users, customers, and operators, especially in complex, workflow-heavy environments where product changes need to be thoughtfully delivered.
Practical fluency with modern AI product opportunities, including LLMs and RAG, and the judgment to identify where AI can create real value without chasing hype,
Experience with clinical products (veterinary / human healthcare) is a plus.

WHO YOU ARE

Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
Have a sense of humility; acknowledging mistakes, sharing credit with others, and lifting up your team's' accomplishments
Feel a strong sense of ownership over your work, taking responsibility for outcomes and staying committed to achieving long-term, impactful results
Curious by nature; you ask insightful questions and continuously seek out opportunities to learn and grow your skills and knowledge

HOW WE INVEST IN YOU

Competitive compensation including ($180,000 - $220,000) base salary + bonus + benefits.
Comprehensive health and wellness benefits, and access to free therapy or counseling
Paid parental leave, up to 10 weeks at 100% of regular salary, and offering inclusive fertility and family-building care for all types of families
Unlimited PTO to use for vacation or sick days - however you need it!
Generous referral rewards, so our awesome people can bring in more awesome people.
And the little (big) things, like casual office attire, ability to bring your fur baby to work, cool VEG swag, food in the fridge for when you're hungry and free lunches twice a week!!
Company laptop and a monthly cell phone reimbursement

BETTER TOGETHER: WHY IN-PERSON MATTERS AT VEG HQ

Our hospitals thrive on in-person collaboration, and VQ is no different. Time in the office sparks stronger connections, meaningful conversations, and better results-all bringing our core values to life. We prioritize being present because our values are best achieved side by side. Plus, we make getting here easy with free parking and a shuttle from the White Plains Metro-North station.

About Veterinary Emergency Group

Veterinary Emergency Group is the veterinary emergency care, that provides emergency and urgent care for pets, also it open nights, weekends, and holidays to help with all of your pet’s emergencies, provides animals and their families with timely medical care for acute problems at times when they need it.

Veterinary Emergency Group Careers

There has never been a better time to join the team at Veterinary Emergency Group—the leading network of emergency veterinary clinics.

Work You’ll Do

Join Veterinary Emergency Group’s top-tier team to assist in transforming pet care across the nation. This is an opportunity to be part of a movement that values innovation, leadership, and professional growth. Lead in a unique role within the veterinary industry, at the crossroads of advanced veterinary care and exceptional service delivery. Work alongside a team of skilled professionals dedicated to revolutionizing emergency veterinary services. Engage in a culture that celebrates diversity and fosters continuous professional development. Collaborate with the largest group of emergency veterinary experts, enhancing job opportunities through shared knowledge and expansive networking.

Introducing the Veterinary Emergency Group Professional Pathways

The team is building a leading career development pathway to help veterinary professionals master their skills in emergency care.

Do Innovative Work

Be part of a group that pioneers advancements in veterinary medicine with over 2,000 dedicated professionals at the intersection of technology, medical expertise, and compassionate care.

Drive Veterinary Innovation

Deliver targeted solutions and exceptional care through a depth and breadth of medical experience and innovation that’s second to none.

Be Part of a Great Team

Work with cutting-edge veterinary technology and harness the capabilities of a team that’s integral to the future of veterinary care.

Future-proof Your Career

Advance your career with limitless opportunities supported by unmatched training, development, and certification programs.

Explore

Discover how Veterinary Emergency Group leads in applying innovative diagnostic tools and treatments to save lives every day.

The Veterinary Emergency Group Difference

The combined expertise, focus on compassionate care, and a commitment to innovation helps clients and their pets experience better emergency care outcomes. Clients trust Veterinary Emergency Group for new strategies and solutions that drive forward the field of veterinary emergency services.

Stay Connected

Join the Team

Search open positions that match your skills and interests. Veterinary Emergency Group looks for passionate, curious, creative, and solution-driven team players. SEARCH VETERINARY EMERGENCY GROUP JOBS

Keep Up to Date

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Size

251 employees

Industry