Field Operations Support Specialist - Great Lakes

About the role

This role acts as a vital link between enterprise strategy and hospital-level execution, ensuring systemwide priorities translate into effective daily operations. It partners closely with hospital and field leaders to drive training, change management, and implementation of programs that enhance productivity, optimize capacity, and support sustainable revenue growth while upholding high standards of medical quality and client experience. The position leads the execution and measurement of key operational initiatives - including appointment utilization, doctor and technician capacity, workflow optimization, and wellness plan performance. By guiding best practices and supporting consistent adoption, this role strengthens hospital capacity, boosts wellness plan participation, and contributes to engaged teams and reliable financial results. This position will support the Banfield Pet Hospital locations in the Great Lakes region (e.g., Cincinnati, OH; Indianapolis, IN; Kansas City, MO; St. Louis, MO; and Nashville, TN).

Responsibilities

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Drive and deliver exceptional learning experiences that enable hospital leaders to coach, facilitate, and support Associates and their learning.
• Analyze market knowledge and skills to provide personalized leadership development aligned with business priorities and metrics in partnership with field leaders.
• Provide side‑by‑side Associate training, as needed, to ensure the effective transfer of knowledge and skills to hospital leaders, driving both leadership and operational performance.
• Support the continued development of hospital leaders post‑onboarding in partnership with field leaders.
• Manage learning solutions to meet Associate needs and expectations through clear objectives, measurable outcomes, and a supportive learning environment.
• Deliver practice‑approved training in alignment with standards, ensuring consistency across all programs.
• Provide operational support and stabilization by partnering with field leadership to assess post‑deployment issues and drive ongoing process improvements.
• Assess potential gaps in skills, abilities, or knowledge, and recommend appropriate training and resources to address them.
• Evaluate and determine the most effective learning methods to improve hospital Associate and Leader performance.
• Support onboarding at all levels, with a particular focus on the effective onboarding of new hospital leaders.
• Collaborate with field leaders, People & Organization (P&O), and learning teams to understand and prioritize training needs.
• Adv