Vetco Operations Leaders AA-B

Petco•Sac Arden, CA

About The Position

The Vetco Operations Leader provides daily leadership to their team and hub, partnering with retail store partners to deliver an efficient and profitable operation. The role fosters high-quality patient care and exceptional customer service while driving revenue and managing costs, and represents Petco’s mission and values to partners and guests. The leader coordinates hub operations with store support resources and cultivates a supportive, collaborative team environment. This position oversees day-to-day business operations, staffing, scheduling, training, inventory, equipment and fleet maintenance, and clinic planning. The leader works with veterinarians, Petco store partners, Vetco Total Care teams, and support resources to provide a seamless customer experience, meet business goals, and maintain a cohesive, well-trained team. The role reports to the Territory Vetco Manager and includes direct supervisory responsibility for Clinic Advisors, Vet Assistants, and Clinic Leads.

Requirements

At least 1 year of experience in a leadership role, including direct customer service experience.
Excellent written and verbal communication skills.
Ability to make decisions, delegate tasks and responsibilities, and drive results with hub partners.
Compassionate and sympathetic approach, with the ability to maintain a professional attitude and demeanor in emotional or stressful situations.
Telephone etiquette and basic computer skills, including Microsoft Office.
Willingness to work as a team player, continue learning, offer creative ideas, and accept continual change.
Ability to work productively and navigate ambiguity or uncertainty in a fast-paced, evolving environment.
Flexibility and resilience when responding to obstacles, constraints, adversity, mistakes, changing needs, priorities, or opportunities.
Interest in learning from new discoveries, innovations, perspectives, knowledge, and ideas, and willingness to give and receive constructive feedback.
Ability to take timely action, demonstrate ownership, set clear and challenging goals, and take personal responsibility for decisions and execution.
Current, valid driver’s license and ability to operate a motor vehicle.
Ability to sit, bend, kneel, lift up to 50 pounds as necessary, and stand for long periods.
Ability to spend substantial time in direct contact with clients and their pets.

Nice To Haves

Previous experience working in the veterinary field.

Responsibilities

Oversee daily hub operations and manage business activities to meet sales and profitability projections.
Complete and submit accounting, inventory management, and payroll paperwork accurately and on time.
Maintain expenses within budgeted levels.
Establish and model proactive customer engagement, identify customer needs, educate customers about appropriate options for their pets, and coach partners to provide this service.
Lead Vetco paraprofessionals to improve operational excellence and efficiency while maintaining productive relationships with veterinarians.
Coordinate day-to-day hub functions, including scheduling, equipment function and maintenance, fleet maintenance, inventory control and ordering, team training, and resolving client concerns.
Coach, train, develop, and hold paraprofessional partners accountable in collaboration with the TVM, Vet Services Support, and HR Business Partner.
Maintain or grow staffing levels by recruiting, reviewing applications, interviewing candidates, checking references, conducting pre-employment background checks, hiring, and training.
Schedule paraprofessional partners and maintain hub partner points in accordance with Petco’s punctuality and attendance policy.
Develop quarterly, monthly, and weekly plans with the TVM, track results, and ensure goals are attained.
Collaborate with Petco store partners and local VTCH teams to support a seamless partnership and customer experience.
Maintain OSHA standards and uphold and enforce Petco policies.
Identify business trends and opportunities for incremental and supplemental growth, and mitigate clinic cancellations.
Coordinate veterinarian selection and scheduling for clinics in advance with Vet Services Support.
Partner with VTCH location management, where applicable, and Petco field leadership to identify and implement business and relationship opportunities.
Participate in and present clinic information to store leadership partners.
Operate a motor vehicle and transport products, equipment, and partners to clinics.
Address and resolve issues involving guests or hub partners as they arise or as soon as possible, prioritizing patient care.
Collaborate with store support resources, Petco store personnel, and VTCH teams to foster a positive, cohesive team environment.
Perform additional duties and special projects as assigned.
Recruit, interview, hire, train, mentor, coach, and delegate work to direct reports; partner with store support resources and Human Resources on business needs and discipline, up to and including termination.