Senior Director of Operations, Veterinary Services

PetSmart • Phoenix, AZ

161d • Hybrid

About The Position

The Senior Director of Operations, Veterinary Services, will lead the operational strategy and execution for veterinary services across locations nationwide. This role is responsible for ensuring clinical and operational excellence, fostering effective relationships with franchise partners, and delivering a consistent, high-quality client and pet experience. The ideal candidate possesses in-depth expertise in multi-site healthcare or veterinary operations, experience supporting franchised and/or joint-venture businesses, and a passion for delivering exceptional service in a mission-driven environment.

Requirements

• 10+ years of progressive leadership experience in operations, preferably within veterinary and/or healthcare services, multi-site operations, or franchised consumer services
• Demonstrated experience advising or supporting franchisees, joint-venture operations and/or independent operators
• Proven track record of driving customer experience initiatives in a clinical or retail environment
• Bachelor’s degree in Business, Healthcare Administration, or related field; MBA or similar advanced degree preferred
• Deep financial acumen, including P&L management and budget forecasting
• Ability to lead and inspire cross-functional and geographically distributed teams
• In-depth understanding of veterinary industry operations, clinical workflows, and regulatory standards
• Exceptional interpersonal and communication skills with the ability to build credibility and trust with both internal teams and external partners
• Passion for pets and a shared commitment to advancing accessible, high-quality veterinary care

Nice To Haves

• MBA or similar advanced degree preferred

Responsibilities

• Oversee the day-to-day operations of veterinary hospitals within locations, ensuring alignment with service, safety, compliance, and customer care standards.
• Serve as a strategic advisor to hospital operators, offering operational guidance and support related to hospital performance, staffing models, customer service, and adherence to brand and regulatory standards.
• Champion a pet- and client-first culture by ensuring that all veterinary services deliver compassionate, consistent, and professional care—partner with internal teams to implement customer experience standards, client feedback loops, and service recovery models.
• Lead a geographically dispersed team of field leaders, ensuring they are equipped to support both operational performance and customer satisfaction initiatives at the hospital level.
• Partner with executive leadership on the rollout of strategic initiatives, including new hospital openings, service expansions, and brand-aligned experience improvements.
• Manage P&L performance for hospitals. Support hospital operators with operational benchmarking and business planning to drive sustainable growth and profitability.
• Ensure all veterinary operations meet or exceed state, federal, and company standards for veterinary care, safety, and documentation.
• Collaborate with Store Operations, Real Estate, Marketing, HR, Legal, and Customer Experience teams to support the seamless integration of veterinary services into the broader retail environment.

Benefits

• Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more
• “Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees