Senior Veterinary Practice Manager

Petco•Snellville, GA

About The Position

The Senior Hospital Operations Manager provides daily operational leadership to at least two veterinary hospitals in an assigned area, partnering with hospital veterinarians, retail store partners, and the Area Operations Manager (AOM). The role is responsible for coordinating hospital operations and supporting high-quality patient care, exceptional client service, revenue growth, and cost management. The manager represents the mission and values of Petco and the hospitals, and cultivates a supportive, collaborative, and motivated team environment. The position oversees day-to-day hospital functions, paraprofessional staffing and development, scheduling, inventory, equipment, client concerns, financial performance, and compliance. It works with the AOM and other partners to develop plans and meet business goals, support hospital launches and market initiatives, and provide coverage when the AOM is unavailable. The manager travels between two hospitals and spends time in both as directed. The role reports to the Area Operations Manager and supervises multiple direct reports across at least two hospitals, including Veterinary Technicians, Vet Assistants, and Concierge partners. Most duties take place in a veterinary hospital and involve regular contact with clients and pets, veterinary specialists, store partners, and service providers. The position requires bending, kneeling, lifting up to 30 pounds as necessary, and standing for extended periods.

Requirements

Three to five years of previous experience working in a veterinary practice.
At least three years of management experience, including customer service.
Previous profit-and-loss management experience.
Excellent written and verbal communication skills.
Ability to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
Compassionate and sympathetic manner, with the ability to remain professional during emotional and stressful situations.
Telephone etiquette and basic computer skills, including Microsoft Office.
Willingness to work as a team, continue learning, offer creative ideas, and accept continual change.
Ability to navigate ambiguity and uncertainty productively in a fast-paced, evolving environment.
Flexibility and resilience in adapting to obstacles, changing needs, conditions, priorities, or opportunities.
Interest in learning from new discoveries, innovations, perspectives, knowledge, and ideas, and in giving and receiving constructive feedback.
Ownership, decisiveness, and commitment to setting and achieving clear, challenging business goals.
For existing Hospital Operations Managers: current hospital performance must be in the top quartile; a ready-now Hospital Leader on Duty must be available to support the current home hospital; Voice of the Client scores must be 9.0 or better; hospital engagement and Voice of the Partner scores must be good; and the candidate must be a good developer of talent.
Ability to bend, kneel, lift up to 30 pounds as necessary, and stand for long periods.

Nice To Haves

Bachelor’s degree or equivalent experience.
Multi-unit leadership and/or experience in a large practice.
Reporting and data analysis experience.
Veterinary Assistant or Veterinary Technician experience in positions of increasing responsibility.
Licensed Veterinary Technician or Certified Veterinary Assistant credentials; these are not required.

Responsibilities

Provide operational leadership to a minimum of two hospitals and carry out direction from the Area Operations Manager.
Lead hospital paraprofessionals to promote operational excellence, efficiency, high-quality patient care, and excellent client experiences while fostering productive relationships with veterinarians and a cohesive team culture.
Manage daily practice functions, including scheduling, equipment maintenance, inventory and ordering, invoicing, patient appointments, team training, radiological safety, and escalated client concerns.
Oversee hiring, training, performance reviews, counseling, and separation of paraprofessional partners in partnership with the AOM and Human Resources Business Partner.
Schedule paraprofessional partners, maintain attendance and punctuality records in accordance with policy, and maintain veterinarian schedules with support from medical leadership as needed.
Review profit-and-loss reporting and partner with the AOM to grow revenue and meet financial targets.
Develop weekly and monthly plans with the AOM, track results, and ensure goals are achieved.
Build a sustainable model for reinvestment in people and hospitals, and escalate partner or client issues to the appropriate leaders.
Collaborate with Petco stores and local Vetco clinic teams to provide a seamless complete-care customer experience.
Schedule appointments, educate clients, relay test results to veterinarians and clients, maintain inventory and client and patient records, and manage accounts receivable.
Maintain OSHA standards and enforce Petco and Vetco Total Care policies.
Support the AOM in weekly market meetings and implementation of Petco initiatives across the market.
Provide point-of-contact coverage when the AOM is out of office, help manage relief veterinarians serving multiple locations, and support new hospital launches.
Resolve patient, client, and hospital partner issues as they arise or as soon as possible, with patient care as the priority.
Provide backup front-desk support, including answering telephones, and perform additional duties and special projects as assigned.
Assist the AOM with market initiatives and mentoring Leaders on Duty and Hospital Operations Managers in the market.
Commute between two hospitals, spending time at both as directed by the AOM.
Recruit, interview, hire, train, mentor and coach direct reports; delegate assignments; and partner with Human Resources on discipline, including termination.