Bradley Ripple

Operations & Customer Experience Leader | Organizational Development | Growth Strategy

LinkedIn

Summary

Operations and customer experience leader with 15+ years of experience building high-performing teams, improving business performance, and turning complex service operations into scalable systems. Leadership experience spans SaaS, veterinary healthcare, telecommunications, and consumer operations, with a track record of revenue growth, operational turnarounds, organizational design, and talent development. Known for identifying strengths in people, building teams that operate with ownership and autonomy, and translating frontline challenges into practical solutions that improve both customer outcomes and business performance.

Guiding Principles

  • Predict the unpredictable, anticipate the unexpected, and never let rules overrule common sense.

Experience

Vetspire

Jan 2021 – Sep 2025 · Remote

Director of Client Experience

Feb 2023 – Sep 2025

  • Developed and advanced 8 team members into promotions across multiple functions over 4 years while maintaining zero regrettable attrition and a stable, engaged team.
  • Built specialized Support, Product Enhancements, QA, and Account Management teams within Client Experience, creating new functional ownership as the organization scaled.
  • Rebuilt Vetspire’s Freshdesk support infrastructure, transforming an unstructured ticketing system into an organized support platform with automated workflows, ticket categorization, reporting dashboards, hospital-specific client portals with shared ticket visibility, and urgent escalation rules.
  • Selected by the CEO to take ownership of a CRM implementation that had stalled for over a year, delivering a functional Freshsales system within two weeks and establishing a foundation for centralized customer relationship management.
  • Negotiated Freshdesk contracts to secure more favorable pricing for Vetspire and Thrive Pet Healthcare, leveraging high support-ticket volume to improve vendor terms.
  • Oversaw Twilio messaging infrastructure supporting 1,000+ phone numbers and 1.2 million+ monthly SMS messages, managing carrier compliance, campaign registrations, and phone number assignments while coordinating with Twilio to resolve spam flagging, service disruptions, and messaging reliability issues.
  • Self-taught GraphQL troubleshooting through Chrome DevTools to investigate software defects and resolve client-impacting issues beyond the application's user interface, including account invitations, billing corrections, and invoicing issues.
  • Developed and led multiple cross-functional training sessions for Support, Account Management, and Implementation employees, teaching GraphQL and Chrome DevTools troubleshooting techniques to investigate software defects and resolve client issues beyond standard application workflows.
  • Led high-volume client support operations handling 600–1,000 chats and 300–400 support tickets weekly, maintaining approximately 4.94/5 chat satisfaction and 4.25/5 ticket satisfaction ratings.

PIMS Support Project Manager

Jan 2021 – Feb 2023

  • Led the Pathway PIMS Support Team supporting hospitals using Vetspire and ezyVet, with additional support responsibilities across SmartFlow, VetRadar, Cubex, and related veterinary systems.
  • Led company-wide PIMS support initiatives and developed standardized operational documentation, establishing repeatable workflows and improving consistency across support operations.
  • Unified Vetspire and Pathway PIMS Support teams into a coordinated operation, standardizing support workflows and escalation processes while supporting approximately 100 Pathway hospital locations across multiple veterinary software platforms.
  • Refined existing and introduced new service-level agreements (SLAs), redesigned support workflows, and implemented software solutions to strengthen operational efficiency, accountability, and consistency across PIMS support operations
  • Directed the resolution of complex, high-priority client escalations, determining response strategies and coordinating cross-functional teams to address critical issues, restore customer confidence, and protect long-term client relationships.
  • Led the development and maintenance of Central Code, a standardized charge-code and pricing framework used across hospital locations to support consistent billing structures and operational efficiency.

Heart + Paw

Center Director

Nov 2019 – Feb 2021

  • Improved patient access at Heart + Paw’s King of Prussia center by introducing sick-pet triage and scheduling practices, coaching staff to identify cases appropriate for in-clinic evaluation rather than automatically referring patients to emergency veterinary care.
  • Developed and executed community outreach initiatives and marketing events, partnering with local apartment communities to host educational programs, including canine and feline CPR classes, strengthening brand awareness and engagement with local pet owners.
  • Cultivated referral partnerships with King of Prussia Town Center, the King of Prussia Business District, and neighboring apartment communities, strengthening local visibility and generating new client referrals.
  • Collaborated with the Director of Marketing to identify and resolve issues in customer engagement and operational workflows, improving coordination between marketing initiatives and center operations.
  • Participated in beta testing of new CRM functionality, evaluating system usability and operational workflows while providing firsthand feedback from the perspective of center staff and daily veterinary operations.
  • Increased monthly revenue by 480% over 14 months at Heart + Paw’s King of Prussia center, driving substantial growth through operational improvements and local business development.
  • Led the King of Prussia team to achieve a 4.9-star Google rating across more than 390 customer reviews within 14 months, demonstrating exceptional client satisfaction alongside rapid center growth.

Verizon Wireless

Sep 2016 – Oct 2019 · Dothan, AL

Solutions Manager

Jul 2018 – Oct 2019

  • Earned promotion to Solutions Manager, taking responsibility for daily store operations, employee development, sales performance, and resolution of complex customer escalations.
  • Identified operational inefficiencies and implemented process improvements to streamline customer transactions, strengthen service delivery, and improve sales execution.
  • Led a district-wide Diversity & Inclusion initiative in 2019, partnering across teams to support a more inclusive workplace culture.
  • Organized and led Hurricane Michael relief response efforts in Panama City, FL, helping maintain operational continuity during a crisis.

Solutions Specialist

Sep 2016 – Jul 2018

  • Delivered high-volume customer transactions and solutions-based support while maintaining a strong focus on service and efficiency.
  • Led community outreach and local brand awareness initiatives to support store growth and customer engagement.

Banfield Pet Hospital

Jan 2011 – Sep 2016 · Dothan/Huntsville, AL

Practice Manager

Jul 2014 – Sep 2016

  • Turned around the Huntsville–Jones Valley practice from a long-standing #13 ranking to a sustained top-three position, reaching #2 during tenure
  • Managed a 12-member veterinary team with focus on training, retention, and client experience.
  • Owned daily operations and growth of wellness plan performance while executing local marketing events.
  • Led daily operations for a multi-doctor veterinary hospital, managing a 12-member team across client service, technicians, and support staff.
  • Drove team performance through hiring, training, coaching, and retention initiatives that improved service consistency and client experience.
  • Partnered with medical leadership to balance clinical workflow with business operations and staffing needs.
  • Led the rebranding of the location from East Huntsville to Jones Valley to better align with local market identity and improve community recognition.

CSC Lead

January 2011 – July 2014

  • Managed client check-in/out operations, appointment scheduling, and service flow optimization in a fast-paced veterinary practice.
  • Built foundational experience in veterinary operations, client experience strategy, and wellness plan administration prior to promotion to Practice Manager.
  • Resolved client escalations and coordinated between medical staff and pet owners to ensure continuity of care.
  • Recognized for operational reliability and promoted into Practice Manager role.

Water World & Westgate

City of Dothan

Aquatic Supervisor

April 2008 - Mar 2011

  • Supervised lifeguard staff and daily aquatic facility operations, maintaining safety standards and coordinating team coverage at a city-run water park.
  • Provided lifeguard coverage and enforced safety procedures while supporting guest experience at a high-volume municipal water park.

Core Skills

  • Client Relations
  • Escalation Management
  • Operations Leadership
  • Team Building
  • Process Improvement
  • CRM (Salesforce, FreshSales)
  • Custom CRM Systems
  • GraphQL/REST API
  • Monday.com
  • Jira
  • Vetspire/Petware/ezyVet
  • Sales & Growth Strategy
  • Sendgrid
  • Twillio

Education

Troy University

BS, Business Administration & Marketing (May 2014)

Wallace Community College

AAS, Supervisor Management (May 2010)

Highlights

  • Banfield National Practice Manager of the Year (2016)
  • Verizon National Winners Circle (2017–2018); D&I District Lead (2019)
  • Hurricane Michael Relief Led relief response team efforts (2018)
  • Vetspire Leadership Built specialized teams and advanced multiple team members through promotions