Market Operations Leader
About The Position
The Market (or Area) Operations Leader coaches and supports Practice Managers to ensure consistent operational execution across a group of clinics. The role is the primary operational partner to Practice Managers, helping drive performance, compliance, staffing stability, and client experience while respecting the Lead Veterinary Partner’s ownership and leadership authority. This is a remote-based position requiring frequent travel to clinics in the South Atlantic region. The Market Operations Leader hires and supports the training of new Practice Managers, develops managers through regular one-on-ones and field support, drives operational initiatives, monitors clinic financial and performance metrics, and supports staffing and labor management. The role also helps maintain client and team experience, ensures regulatory and documentation compliance, partners with Lead Veterinary Partners on operational priorities, and leads market-level meetings. Success is measured by Practice Manager performance and engagement, team member engagement and retention, clinic KPI consistency, successful adoption of initiatives, and compliance and staffing stability.
Requirements
- Strong operational leadership experience in veterinary, healthcare, or service-based environments.
- Excellent interpersonal and coaching skills, with the ability to influence without direct authority.
- Proven capability in scheduling, staffing, labor management, and KPI execution.
- Effective problem-solving skills and strong situational judgment.
- Skills in conflict resolution and performance coaching.
- Clear, confident communication and strong follow-through.
- Highly organized with strong attention to detail.
- Self-directed, adaptable, and results-oriented.
- Commitment to CityVet’s values and partner model.
- Willingness to travel frequently within the assigned market.
- Minimum 5 years of veterinary operations or management experience.
- Experience coaching managers or leading teams.
- Proficiency in PIMS, scheduling systems, and operational reporting tools.
- Solid understanding of clinic financials and labor metrics.
- Knowledge of regulatory and safety requirements.
Nice To Haves
- Bachelor’s degree preferred.
- Multi-site veterinary operations or management experience preferred.
Responsibilities
- Hire and provide training support for new Practice Managers.
- Coach and develop Practice Managers through regular one-on-ones and field support, including support with hiring, onboarding, training, leadership, communication, and performance management.
- Drive execution of operational initiatives, including forward booking, recalls, NPS, payment tools, and workflows.
- Monitor clinic P&L and KPIs and provide performance feedback.
- Support staffing plans, scheduling optimization, and labor management.
- Lead efforts to uphold client and team experience KPIs, and promptly escalate complaints, risks, or performance issues to Regional Operations.
- Ensure compliance with OSHA, DEA, inventory, and documentation standards.
- Partner with Lead Veterinary Partners to execute operational priorities and expectations.
- Lead regular market-level meetings to develop Practice Managers and communicate company initiatives.
- Share best practices across clinics.
Benefits
- 401(k) retirement savings plan with a 4% employer match.
- Health Savings Account option.
- Growth opportunities.
- Paid time off and floating holidays.
- Flexible schedules.
- Paid parental leave.
- Health insurance.
- Dental insurance, with an adult orthodontia option.
- Vision insurance.
- Disability insurance.
- Life insurance.
- Personal pet-care program.
- Employee discount program.
- Free telemedicine for full-time team members and their families.
- Mental health benefits through the Employee Assistance Program.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
