Bradley Ripple

Director of Client Experience | Operations Leadership | Customer Support Strategy

LinkedIn

Summary

Client Experience & Support leader with 15+ years building scalable support organizations, leading cross-functional teams, and improving client satisfaction and retention. Former Director of Client Experience at Vetspire, where I built and expanded the support function into specialized teams (Product Support, QA), strengthening service quality and operational efficiency. Known for developing self-managing, high-performing remote teams, implementing sustainable processes, and aligning support strategy with business goals to elevate both internal execution and client engagement.

Guiding Principles

  • Predict the unpredictable, anticipate the unexpected and never let rules of a rule common sense.

Experience

Vetspire

Jan 2021 – Sep 2025 · Remote

Director of Client Experience

Feb 2023 – Sep 2025

  • Developed and promoted 8 team members across multiple functions over 4 years, maintaining a stable core team with zero regrettable attrition.
  • Reorganized the Client Experience function by spinning off Support, Product Enhancements, QA, and Account Management into specialized teams, improving focus, accountability, and operational efficiency.
  • Built and led the Operations Support Team to strengthen daily service delivery, remove execution bottlenecks, and improve client outcomes.
  • Implemented custom CRM capabilities and standardized client-facing deliverables to improve consistency, responsiveness, and cross-team visibility.
  • Partnered with senior technical leadership to translate support and client needs into actionable insights, including API-based reporting and workflow improvements using GraphQL.

PIMS Support Project Manager

Jan 2021 – Feb 2023

  • Managed company-wide projects and built support documentation to improve execution, team enablement, and service consistency.
  • Unified Vetspire and Pathway PIMS Support teams to align processes, improve collaboration, and strengthen cross-team performance.
  • Developed SLAs, optimized workflows, and implemented software solutions to modernize service operations.
  • Resolved high-level client escalations to restore confidence, protect relationships, and improve long-term retention.
  • Created and rolled out service processes that improved the client experience for internal hospital teams across multiple locations.
  • Led the Pathway PIMS Support Team supporting Pathway hospitals on Vetspire and ezyVet, as well as hospitals using SmartFlow, VetRadar, Cubex, and related PIMS tools.
  • Oversaw Central Code creation and maintenance to support operational consistency and hospital system needs.

Heart + Paw

Center Director

Nov 2019 – Feb 2021

  • Led retail and operational development, building the local presence of the Heart + Paw brand.
  • Planned and executed marketing events to strengthen brand awareness and product recognition in the local market.
  • Built and cultivated strategic business partnerships to expand community visibility and support center growth.
  • Maintained and grew local business and vendor partnerships, including ongoing collaboration with the King of Prussia Business District.
  • Partnered with the Director of Marketing to improve customer engagement workflows and resolve operational ticketing issues.
  • Managed CRM operations and coached center staff to uphold client experience standards and service consistency.
  • Increased monthly revenue by 480% over 14 months.
  • Led the team to achieve a 4.9 Google rating with more than 390 reviews in 14 months.

Verizon Wireless

Sep 2016 – Oct 2019 · Dothan, AL

Solutions Manager

Jul 2018 – Oct 2019

  • Promoted to Solutions Manager and led day-to-day store operations, team execution, and performance across customer-facing workflows.
  • Managed operational performance and sales targets while improving transaction efficiency through workflow optimization.
  • Identified workflow gaps and implemented store-level process improvements to strengthen service delivery and 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

  • 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.

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

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