People Development & Operations Manager

Suveto•Chicago, IL

1d•Onsite

About The Position

West Loop Veterinary Care is seeking a leader to own people learning and development across both hospitals while providing hands-on operational leadership at its Streeterville hospital. The role sets training and development standards across the organization and leads daily hospital operations at Streeterville, working closely with practice leadership. The position owns training and development across both hospitals, including training programs, continuing education, trainer development, cross-training, leadership development plans, and evaluation processes. It also participates in interviews, new-hire orientation, and performance evaluations during training. Technical training is delivered by department trainers; the manager oversees it and learns clinical protocols but is not required to perform them. At Streeterville, the manager serves as a consistent on-site leader in partnership with the Practice Manager and Medical Director. Responsibilities include leading the floor, supporting staff accountability and performance, monitoring operational KPIs, addressing client concerns, maintaining community and referral relationships, and managing facility and administrative operations. The schedule is 40 hours per week, with four days on site at Streeterville and one day per week at West Loop. The workday has an 8:00 AM start time, and Streeterville days are planned around the Practice Manager’s and Medical Director’s schedules, with priority coverage when the Medical Director is not in the hospital. Compensation is $70,000–$80,000 per year.

Requirements

Front desk and client service experience in a veterinary setting, including scheduling, client communication, invoicing, records, and intake and discharge workflows.
Working knowledge of veterinary hospital protocols, products, and services.
Strong emotional intelligence and tact in mediating conflict between clients and staff.
Comfort building and acting on operational data.
Ability to hold peers to high standards while maintaining positive relationships.
Clinical skills are not required.

Nice To Haves

Two or more years of veterinary industry experience.

Responsibilities

Design, run, and continuously improve phase training and continuing education programs across both hospitals, including the learning calendar, training materials, and multimedia presentations.
Supervise training across both hospitals, including technical training delivered by department trainers.
Develop skilled trainers in every department and build a cross-training program.
Create written development plans for leads and shift leads, identify future leaders, and track their growth.
Build testing and evaluation processes to assess training effectiveness and refine programs based on results.
Participate in interviews, new-hire orientation, and performance evaluations during training.
Lead daily huddles and make real-time staffing adjustments at Streeterville.
Uphold hospital standards, including OSHA compliance, and recognize team members’ good work.
Work with department leads to maintain accountability to hospital systems and coach team members through feedback and performance conversations in partnership with HR.
Build and monitor Streeterville-specific KPIs and make timely operational adjustments.
Resolve client concerns and maintain relationships with referring and contracted veterinarians.
Represent the hospital in the Streeterville neighborhood through local partnerships and community events.
Manage facility maintenance and vendors, support budget tracking, verify timecards, and assist with accounts receivable.