Hospital Name: National Veterinary Associates
Job Type: Support Center
Employment Type: Permanent
Description & Requirements
Title: Digital Product Support Specialist
About:
National Veterinary Associates is one of the largest and most respected communities of veterinary hospitals in the world, operating nearly 1,000 hospitals in North America, including in all 50 states, and caring for 8,000,000+ animals annually. NVA is backed by JAB Holding, a leading private equity firm. Each person who joins NVA is motivated by our mission to provide excellent, accessible care to improve the lives of animals and the people who love them. NVA has been extremely successful over its 25+ year history and we’re very excited about our next chapter as we work toward our shared vision of revolutionizing the pet care experience to provide more fulfilling lives for pets, their companions, and our team.
Position Overview: National Veterinary Associates (NVA) is looking for a talented Digital Product Support Specialist to join our growing team.
NVA is on a digital transformation journey and seeking people who are excited to help us build our capabilities up. Reporting to the Sr. Product Manager of Digital Experience, you’ll join a growing team of technologists and clinicians, working in a fast-past environment to build experiences that improve the lives of animals, their companions, and caregivers.
As the Digital Product Support Specialist, you will be at the core of our product experience and operations, playing a key part in enhancing the quality of our client and clinic interactions. You will monitor and resolve support escalations, work closely with cross-functional teams, and contribute to the continuous improvement of our offerings. Your responsibilities will include handling support tickets, managing product launches for locations, including location readiness, and delivering exceptional client support for our digital experiences.
What You’ll Be Doing:
• Investigate, triage, and resolve technical issues within our digital experience products
• Provide timely product support and escalate issues as necessary
• Offer feedback to the product team through reports and user insights based on client and clinic experiences
• Prepare, coordinate, and manage product launch activities, including providing user training
• Develop product documentation, including user guides, FAQs, and training materials
• Assist in the creation and maintenance of product roadmaps
• Collaborate with product managers and development teams to define product requirements and specifications
• Communicate product updates and changes to relevant stakeholders
• Maintain organization, attention to detail, and responsiveness to internal and external stakeholders
Skills and Qualifications:
• Bachelor’s degree in Business, Marketing, Engineering, or a related field
• 3+ years of experience in client support, technical issue resolution, and product management
• Strong data analysis skills, including proficiency with Excel, Google Analytics, and similar reporting tools
• Excellent communication and presentation abilities
• Ability to manage multiple tasks and prioritize effectively
• Experience in preparing and conducting user training sessions
• Strong organizational skills and attention to detail
• Proactive problem-solving abilities and a resourceful, scrappy mindset
• Familiarity with digital product lifecycle and project management principles
• Proven ability to provide timely updates and keep all relevant stakeholders informed
• Ability to work collaboratively with cross-functional teams and stakeholders
Other Expectations:
• Work remotely in the United States, with ability to travel approximately twice per year.
• Passion and understanding of the human-animal bond.
• Ability to mix great judgment, problem-solving and experience to prioritize, manage risk, and set fast timelines.
• Belief in our non-hierarchical culture of collaboration, transparency, safety and trust.
Who You Are: You are passionate about technology, client success, and problem-solving. You can be resourceful, prioritize effectively, and communicate clearly. You are detail-oriented, proactive, scrappy, and dedicated to delivering exceptional digital product experiences, making significant contributions to our digital initiatives.
Why You’ll Love Working Here:
The people. You will be surrounded by talented, supportive, smart, and kind leaders/teams - people you will be proud to work with and who also have fun.
The business. We work for the love of animals and the people who love them. We enjoy driving a successful business while living our values and our “why”.
The opportunity. Your days and projects will offer variety with the opportunity to gain operational, cross-functional, and executive leadership exposure as a trusted internal business partner. You would have the opportunity to help build and shape a fast-growing, global company within a high-growth, exciting industry.
Compensation: The total compensation range for the position is between $80,000-$100,000 and is eligible for benefits.
#LI-REMOTE