Field Operations Partner

Essential Duties & Responsibilities

• Remote Stabilization & Coverage
• Step in when a Pet Care Center is temporarily without a Business Partner, stabilizing operations remotely to prevent disruption to staff, patients, and performance, often across more than one location at the same time
• Absorb the current state of each Pet Care Center quickly, identify the most critical gaps, and prioritize accordingly. The goal is fundamentals first, not new initiatives
• Partner with the assigned Regional Business Partner to align on a stabilization plan with defined milestones and a clear handoff timeline, and execute within the framework the RBP establishes
• Set a calm, steady tone from day one, build credibility with each team through consistent communication and follow-through, and level the operation without drama
• Deliver a structured transition summary to each incoming permanent BP covering Pet Care Center status, open items, staff dynamics, and actions in progress
• Building the Remote Management Process
• Design and refine the process for managing multiple Pet Care Centers remotely, including the cadence, tools, communication rhythms, and on-site touchpoints that keep a location on standard without a BP in the building
• Establish the daily and weekly routines that let one operator hold several sites at once without losing visibility
• Document what works so remote stabilization becomes a repeatable capability the Operations org can scale
• KPI Continuity & Performance
• Own Pet Care Center KPI performance throughout each engagement, including PetfolkCare compliance, block-off management, COGS, pre-appointment estimate usage, and forward booking rates
• Monitor daily and weekly performance data across all assigned sites, identify drift early, and course-correct without delay
• Surface persistent or structural issues to the Regional Business Partner for resolution beyond the scope of the engagement
• Operational Continuity
• Keep support staff training, onboarding, and scheduling practices active, consistent, and on standard throughout each engagement, coordinating with on-site staff to execute
• Oversee ordering, inventory management, and receiving so nothing lapses in the absence of a permanent BP
• Identify training gaps that surfaced during or prior to the BP departure and coordinate with the team to address them
• New Launch Technician Hiring
• Own technician hiring for all new Pet Care Center launches, partnering with the recruiting and talent team on sourcing, screening, and selection
• Set the bar for technician quality at launch and make the final field call on who joins each new team
• Build a consistent, repeatable hiring approach that keeps pace with the launch calendar as the network scales
• Mentorship & Business Process Support
• Flex into a mentorship role with BPs and their teams, spending in-person time on the ground during new launches, when a site is struggling, and through turnover
• Coach BPs on operational standards, the fundamentals of the role, and the systems that hold a Pet Care Center together
• Carry field knowledge from one site to the next, raising the operational standard across the network

Competencies

• Strong working knowledge of Pet Care Center operations in a veterinary, healthcare, or multi-site retail environment, including scheduling, inventory, and support staff management
• Able to orient quickly in an unfamiliar location, assess the state of operations, and execute priorities without a ramp period
• Proven ability to manage multiple sites or teams remotely, holding standards without being physically present
• Systems builder: turns what works into a repeatable process others can follow
• Buils trust fast, in person or remote, and sets the operational tone. Direct and decisive without being harsh
• Instinctively connects with people and establishes credibility with a team quickly, naturally setting the standard others follow
• Sound judgment in hiring; can evaluate technician talent and make confident selection calls in partnership with recruiting
• Comfortable coaching and mentoring managers and teams through pressure, change, and transition
• Data-literate; reads and acts on KPI dashboards in real time across multiple locations
• Highly self-directed, organized, and energized by new environments and change

Education and Experience

• 3+ years of experience in a Business Partner, Practice Manager, or equivalent multi-site operations role, preferably in veterinary, healthcare, or retail services
• Demonstrated experience managing operations independently during periods of staffing transition or leadership change
• Experience managing or supporting teams remotely strongly preferred
• Hiring or interviewing experience preferred
• Familiarity with Petfolk systems, scheduling platforms, and reporting tools preferred but not required
• Bachelor's degree in Business, Healthcare Administration, or a related field preferred; equivalent experience accepted

Work Environment

• Hybrid role combining remote multi-site management with roughly 50% travel within the PCC network
• Stabilization engagements are triggered by the Director of Operations Planning & Strategy based on turnover, vacancies, or coverage needs, typically run until a permanent BP is placed (often 4 to 8 weeks), and may run concurrently across more than one site.
• In-person time concentrates on new Pet Care Center launches, struggling sites, and turnover situations, where physical presence matters most.
• This role operates at the PCC Business Partner level, reporting to the Director of Operations Planning & Strategy. During stabilization engagements, this role executes within the direction of the assigned Regional Business Partner.
• Additional weekend presence expected during active engagements and launches given the operational intensity of transitions.
• Travel expenses including transportation, lodging, and per diem are covered in accordance with Petfolk's travel policy.
• This is a permanent, full-time role. High performers may be considered for transition into a Regional Business Partner position over time.