Regional Operations Director (RDO) - Boston

Small Door Veterinary•Boston, MA

22d•Hybrid

About The Position

Small Door is a membership-based veterinary care service that aims to provide a better experience for pets, pet parents, and veterinarians through exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality. Founded in 2019, Small Door merged with Bond Vet in July 2026 to enhance veterinary care accessibility. The combined organization operates over 55 clinics across major markets and serves over half a million pets. This role is crucial in shaping the future of the combined organization and advancing its mission. The Regional Operations Director (RDO) is a key field leader responsible for driving performance, consistency, and talent development across multiple Small Door practices. This role involves hands-on coaching and strategic operational oversight to ensure smooth hospital operations, a best-in-class member experience, and the development of strong local leadership. The RDO will mentor Practice Managers, optimize daily operations, and ensure practices meet financial, service, and clinical partnership standards. This role acts as a vital link between HQ and the field, translating insights into scalable, on-brand execution. The position is based in Boston, with required travel for which accommodations are provided.

Requirements

3+ years of multi-unit operations experience (hospitality, retail, wellness, assisted living, boutique service, or veterinary preferred)
Strong track record leading managers, not just frontline staff
Experience running metrics: labor, scheduling, inventory, service/quality KPIs
Ability to drive performance while maintaining a great team and customer experience
Comfortable in a fast-moving, growing, mission-driven environment
Excellent at communication, judgment, and follow-through
Loves being in practices and working with people — not a desk-only operator

Responsibilities

Lead & Develop Practice Managers: Recruit, onboard, coach, and develop PMs into strong, independent operators. Build a talent pipeline and succession plan for all hospitals. Provide regular feedback, clear expectations, and accountability. Model leadership, communication, and presence across the market.
Drive Operational Excellence: Ensure every practice runs consistently and on brand. Hold PMs accountable to labor, inventory, and experience standards. Review metrics weekly; identify gaps and drive action. Solve operational issues quickly and proactively. Ensure strong doctor–PM partnerships in every practice.
Own Multi-Site Business Performance: Support PMs in managing staffing models and labor to demand. Coach PMs through budget awareness, scheduling strategies, and inventory turns. Partner with medical leaders on clinical quality to help them succeed. Monitor P&L drivers and help PMs make data-backed decisions.
Support New Practice Openings: Assist with hiring, onboarding, and training. Ensure operational readiness for launch. Stabilize new markets and support early leadership.
Partner Cross-Functionally: Work closely with HQ (People, Clinical, Inventory, Marketing, Finance) on launches, rollouts, and process improvements. Represent field challenges clearly and help create practical solutions. Ensure communication flows cleanly between HQ and practices.