Manager, Pet Care and Veterinary Success

Vetster

13d•Remote

About The Position

Manager, Pet Care & Veterinary Success at Vetster Location: Remote US Join Our Mission: Are you a passionate, results-oriented leader ready to revolutionize the virtual pet care industry? Vetster is seeking a Manager, Pet Care & Veterinary Success to lead two of our most critical client-facing functions: the Pet Care Team and the Veterinary Success Team. This pivotal role is responsible for the overall strategic direction, operational excellence, and measurable impact of our supply-side (Veterinary) and client-side (Pet Parent) engagement strategies. You will directly manage two dedicated Team Leads, ensuring both functions are aligned with Vetster’s mission to deliver trusted, high-quality, and reliable virtual care that drives customer satisfaction, retention, and marketplace revenue. If you thrive on coaching leaders, optimizing processes, and connecting clinical expertise with measurable business outcomes, we invite you to lead this high-impact organization. You are accountable for delivering timely, high-quality care to pet parents, supporting veterinary professionals, and driving strong clinical outcomes and sustainable revenue. As an operational leader, you direct teams to identify opportunities, take action, and continuously improve care delivery on the platform.

Requirements

3+ years of experience as a Veterinary Practice Manager or equivalent in a multi-site veterinary organization in the U.S.
Proven ability to oversee day-to-day operations, including scheduling, workflow management, and team coordination
Experience working closely with veterinarians and RVTs to drive performance, quality care, and operational efficiency
Strong leadership experience, including coaching and developing supervisors or team leads

Nice To Haves

Familiarity with telemedicine or centralized clinical operations
Experience using data to drive operational decisions and improvements

Responsibilities

Lead the day-to-day operations of the care platform, balancing the needs of pet parents, veterinary professionals, and the business
Set priorities and direction for the Pet Care and Veterinary Success teams, ensuring daily activities align with pet health outcomes and marketplace performance
Act as the primary decision maker for how care is delivered day-to-day, including workflow design, escalation paths, service standards, and cross-team handoffs across Vetster
Own chat performance, including quality, responsiveness, and resolution outcomes, while ensuring enterprise accounts receive consistent, high-touch support
Guide teams through growth and change while maintaining consistent, high-quality care
Direct proactive identification of care gaps, follow-ups, and re-engagement opportunities (e.g., lapsed clients, medication adherence)
Translate clinical insights into actions that improve pet outcomes, client trust, retention, and VetsterRx performance
Ensure teams focus on high-impact activities that balance compassionate care with operational efficiency
Own the health, reliability, and engagement of Vetster’s veterinary professional network
Optimize scheduling, coverage, and capacity to meet demand while supporting veterinarian wellbeing
Ensure accountability for appointment quality, reliability, and prescribing standards through monitoring and coaching
Lead and develop Team Leads responsible for day-to-day execution
Deploy teams effectively across peak demand and downtime, emphasizing proactive outreach and quality improvement
Use KPIs and frontline insights to drive performance across pet health outcomes, client satisfaction, vet reliability, and revenue
Partner with senior leadership to evolve and scale