Practice Manager - New York

Small Door Veterinary•New York City, NY

17h

About The Position

Small Door is hiring a Practice Manager to lead a veterinary practice in New York. The role is part of the Member Experience team and is a key field business-stakeholder position reporting to the Regional Manager of Practice Operations. The manager works closely with the medical team and regional and headquarters leadership to deliver excellent veterinary care and hospitality, maintain a positive and inclusive work culture, and support the organization’s growth. The position is typically Monday through Friday, with occasional weekend or evening duties, including one weekend workday per quarter and on-call responsibility one weekend per month for emergencies requiring managerial intervention outside regular business hours. Calls are expected to be infrequent. The Practice Manager leads and develops the practice team, manages staffing and employee engagement, oversees payroll, hiring, and onboarding, and handles escalated member concerns. The role also oversees day-to-day practice operations and clinical support, including financial performance, budgets, scheduling, inventory, operational processes, facilities, and brand standards. The manager monitors client feedback and works to maintain a consistent, welcoming member experience. Small Door describes its care model as membership-based, with 24/7 telemedicine, transparent pricing, and thoughtfully designed, stress-free spaces. The company emphasizes work/life balance, supportive collaboration, and technology to reduce repetitive administrative tasks.

Requirements

At least 4 years of experience working in a veterinary or human healthcare practice.
At least 2 years of direct team-management experience, including coaching performance and leading through change.
Strong business acumen and ability to use data to derive valuable insights.
Comfort with technology platforms, including Excel and Google Suite, and ability to learn new software and technology quickly.
Self-starter who is comfortable working autonomously.
Highly organized, with the ability to prioritize multiple tasks with tight deadlines.
Customer-service-oriented and detail-focused.
Ability to lift at least 25 pounds occasionally and work on feet for extended periods as necessary.
Flexibility to work occasional weekend or evening duties.

Nice To Haves

Experience in a hospitality role and/or fast-paced startup is a plus but not required.
Experience reading, understanding, and managing P&Ls is a plus.

Responsibilities

Manage, develop, and lead a high-performing team delivering exceptional hospitality and care.
Lead practice team meetings with clinical leadership to communicate operational updates and drive change.
Uphold a culture of safety, compliance, collaboration, and inclusivity.
Manage bi-weekly payroll and time and attendance for practice employees.
Take ownership of escalated member situations and resolve them, involving regional leadership as needed.
Maintain oversight of the practice and ensure facilities and brand standards are met.
Foster an inclusive environment and manage, grow, and develop the team.
Own staff engagement and plan and execute larger quarterly team outings or events.
Act as a hiring manager and partner with recruiting to grow the practice and manage backfills.
Oversee new-employee onboarding to ensure understanding of workflows and processes.
Oversee and analyze the practice’s P&L and revenue by type, identify trends, and grow top-line revenue with regional leadership support.
Manage the practice budget to support profitability, including cost of goods, labor, and inventory.
Review KPI dashboards and develop business plans for the practice.
Collaborate with the Managing Veterinarian and regional leadership to meet and exceed clinic revenue targets.
Manage and optimize appointment scheduling, including surgery and specialist bookings, to maximize clinician utilization while ensuring adequate coverage.
Create, update, and maintain quarterly nursing and member-experience schedules in line with budgets and forecast revenue.
Partner with headquarters and regional leadership to create, review, improve, and implement initiatives and processes, and ensure team members follow them.
Oversee practice ordering and manage office, medical, and retail inventory.
Promote effective de-escalation and handling of potentially difficult situations.
Maintain smooth practice operations, address issues promptly, and foster a welcoming, client-focused environment.
Monitor and respond to client feedback from NPS, online reviews, and in-person interactions; escalate trends or concerns and support improvements.
Work one weekend day per quarter and be on call one weekend per month for emergencies requiring managerial intervention outside regular business hours.

Benefits

Competitive salary
Health insurance
Dental insurance
Vision insurance
401(k) contributions
Upward mobility and growth opportunities
Flexible paid time off
Parental leave
Company-wide holidays
Monthly health and wellness stipend
Discounted veterinary care for employees’ loved ones
Opportunity to make an impact on the people around you
Collaborative group of people who live the company’s core values and support one another