Veterinary Practice Manager

Petco•Plano West, TX

About The Position

The Hospital Operations Manager provides daily leadership to a veterinary hospital and partners with hospital veterinarians to support high-quality patient care, exceptional client service, revenue growth, and cost management. The role coordinates overall hospital operations, builds a supportive and collaborative team environment, and represents the mission and values of the hospital and Petco to clients. The manager also works with retail store partners to provide a smooth, complete-care customer experience. The position leads hospital paraprofessionals and oversees daily practice functions, including staffing and scheduling, equipment maintenance, inventory, invoicing, patient appointments, team training, radiological safety, and elevated client concerns. It includes responsibility for hiring, training, reviewing, counseling, and separation of paraprofessional team members in partnership with operations leadership and Human Resources. The manager reviews monthly profit-and-loss reporting and works with the Area Operations Manager to grow revenue and meet financial targets. The role reports to the Area Operations Manager and supervises one or more direct reports, such as Veterinary Technicians, Veterinary Assistants, and Concierge partners. Most duties take place in a veterinary hospital and involve regular direct contact with clients and pets. The position requires bending, kneeling, standing for extended periods, and lifting up to 30 pounds as necessary.

Requirements

Two to three years of previous experience working in a veterinary practice, or at least two years of strong leadership experience in lieu of veterinary experience.
Excellent written and verbal communication skills.
Ability to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
Compassionate and sympathetic approach, with the ability to maintain a professional attitude and demeanor during emotional and stressful situations.
Telephone etiquette and basic computer skills, including Microsoft Office.
Willingness to work as part of a team, continue learning, offer creative ideas, and accept continual change.

Nice To Haves

Three to five years of previous experience working in a veterinary practice.
Previous P&L management experience.
Bachelor’s degree or equivalent experience.
Three or more years in a management role, including customer service.
Reporting and data analysis experience.
Veterinary Assistant or Technician experience in positions of increased responsibility.
Licensed Veterinary Technician or Certified Veterinary Assistant credential; not required.
Change agility, including the ability to work productively through ambiguity and uncertainty in a fast-paced, evolving environment.
Desire to learn, adapt constructively to changing needs and priorities, seek learning opportunities, and give and receive productive feedback.
Drive for results, including ownership, timely decision-making, clear goals, and personal responsibility for executing actions.

Responsibilities

Lead hospital paraprofessionals to promote operational excellence, efficiency, high standards of patient care, and excellent client experiences.
Build productive relationships with hospital veterinarians and foster a positive, cohesive, and collaborative team culture.
Coordinate day-to-day practice functions, including scheduling veterinarians and support partners, maintaining equipment, controlling and ordering inventory, invoicing, patient scheduling, team training, radiological safety, and resolving elevated client concerns.
Oversee paraprofessional hiring, training, performance reviews, counseling, and separations in partnership with the Area Operations Manager and Human Resources Business Partner.
Schedule paraprofessional partners at least two weeks in advance and maintain attendance records in accordance with Petco policy.
Create and maintain doctors’ schedules, seeking support from the Area or Regional Medical Director as needed.
Review monthly P&L reporting and partner with the Area Operations Manager to grow revenue and exceed financial targets.
Escalate partner or client issues to the Area Operations Manager, Area Medical Director, and/or Human Resources Business Partner as needed.
Collaborate with the Petco store team to provide a seamless complete-care customer experience and a positive team environment.
Schedule appointments, educate clients, relay test results to doctors and clients, maintain inventory and patient/client records in the practice management system, and manage accounts receivable.
Keep the hospital clean and orderly, maintain OSHA standards, and follow regular and scheduled cleaning and maintenance practices.
Uphold and enforce Petco and Vetco Total Care policies.
Prioritize and resolve patient, client, and hospital partner issues as they arise or as soon as possible.
Provide backup front-desk support, including answering telephones, and perform other duties and special projects as assigned.
Recruit, interview, hire, train, mentor and coach direct reports; delegate assignments and partner with Human Resources on discipline, up to and including termination.