Animal Hospital, Medical Staff Manager

The Medical Staff Floor Manager plays a key role in supporting access to compassionate, high-quality veterinary care for pets and their families, particularly those experiencing hardship. This position energizes and elevates a committed team, driving a high-performing medical floor while serving as a visible role model.

The ASPCA Animal Hospital (AAH) provides expert, urgent medical care to NYC’s most vulnerable animals, including subsidized care for pets whose owners face financial challenges and medical care for animals from internal partners such as cruelty and neglect victims through our partnership with the NYPD. AAH is passionate about minimizing fear, anxiety, stress, and pain in patients, and team members are responsible for upholding these Fear Free values in all interactions.

About the role

The Medical Staff Floor Manager reports directly to the Senior Director of Floor Managers and oversees 10-12 direct reports. This role is critical in delivering a seamless, compassionate experience for clients and their pets, ensuring high-quality service from check-in through check-out. Responsibilities include optimizing daily operations, identifying workflow improvements, and ensuring consistent implementation of ASPCA protocols and Fear Free® practices.

As a people leader, you will provide direct supervision and mentorship to Licensed Veterinary Technicians (LVTs) and Hospital Veterinary Assistants (HVAs), fostering a positive, inclusive, and high-performing work culture. This includes performance management, conflict resolution, and team development through coaching, feedback, and training. You will also monitor key performance indicators, contribute to standard operating procedures, and participate in strategic planning to enhance employee satisfaction and operational efficiency.

Responsibilities

• People Management & Development
  • Build strong relationships, provide clear direction, and encourage professional development, including annual performance reviews and disciplinary action when necessary.
  • Develop and implement policies to improve AAH Standard Operating Procedures.
  • Listen to employee concerns and encourage problem-solving to create viable solutions.
  • Build and maintain a high-performing team through training, coaching, and continuous feedback.
  • Lead staff in handling adverse client or patient events professionally.
  • Assist in hiring, training, and onboarding to foster a positive work environment prioritizing patient care, client service, and mission alignment.
  • Set clear expectations and performance goals for individuals and the team, aligned with departmental and organizational objectives.
  • Oversee the annual review process and guide staff in achieving personal and professional growth.
  • Promote and model organizational core values and behavioral competencies.
  • Mediate employee conflicts and manage disciplinary actions when necessary.
  • Drive cultural alignment by modeling core values and competencies.
  • Foster continuous development through regular feedback and quarterly one-on-one meetings.
• Operational Support
  • Maintain adequate staffing levels, assign responsibilities, and direct workflow to maximize productivity.
  • Assist with direct animal care on the hospital floor at least 50% of the work week.
  • Review and approve team schedules, time off, and timecards.
  • Ensure staffing is adequate and all duties are completed before closing.
  • Evaluate and improve operational systems by identifying opportunities for innovation and efficiency.
  • Present data-driven recommendations to senior leadership to elevate patient care, client experience, and team productivity.
  • Oversee team performance to ensure high standards of care aligned with ASPCA policies and Fear Free® guidelines.
• Communication & Leadership
  • Set clear expectations and performance goals for individuals and the team.
  • Lead resolution of complex issues by proactively addressing concerns and implementing sustainable solutions.
  • Demonstrate organizational agility by taking on additional strategic or operational duties as assigned.

Schedule

• Full-time position with two schedule options: Sunday–Wednesday, 10:00 AM–8:00 PM or Wednesday–Saturday, 10:00 AM–8:00 PM.
• Onsite at the 92nd Street location.
• Weekends may be required; occasional flexibility and overtime may be needed.

Pay

The target hiring range for this role is $68,000–$73,000 annually. Starting pay depends on factors such as education, training, experience, location, business needs, internal equity, and market demands. The maximum of the range is reserved for candidates with the highest qualifications and relevant experience.

Benefits

• Affordable health coverage, including medical, employer-paid dental, and optional vision coverage.
• Flexible time off, including vacation, sick, bereavement, paid parental leave, 10 company-paid holidays, and personal time off.
• Retirement savings with a 401(k) plan, including dollar-for-dollar employer match up to 4% and an additional 4% annual contribution.
• Robust professional development opportunities, including classes, on-the-job training, coaching, mentorship, and internal mobility.

Requirements

• Knowledge of basic veterinary terminology.
• Ability to perform the duties of a hospital veterinary assistant.
• Proficiency in Excel, Word, and PowerPoint.
• Ability to plan, organize, and lead in a fast-paced environment.
• Flexibility and tact in all communications.
• Self-confidence, motivation, and ability to interact effectively with employees, clients, and the public.
• High school diploma required.
• Supervisory experience in a veterinary hospital preferred.
• Experience handling and restraining animals required.
• 2 years of management experience preferred.
• Licensed NYS Veterinary Technician preferred.
• Minimum of 5 years’ experience working in a veterinary hospital preferred.
• Strong veterinary medical knowledge base.

We seek a candidate who demonstrates outstanding interpersonal communication, teamwork, integrity, and accountability. Ideal candidates balance flexibility and enthusiasm with attention to detail and a sense of humor.