Regional Operations Director (RDO) - Boston

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. Through our membership model, we deliver exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality in thoughtfully designed, stress-free spaces. Founded in 2019 with our flagship location in Manhattan’s West Village, Small Door has quickly expanded across the East Coast. In July 2026, Small Door and Bond Vet merged to build a more connected, accessible, and compassionate veterinary care experience across routine, primary, and urgent care. The combined organization will span more than 55 clinics across major Northeast, Mid-Atlantic, and Midwest markets, serving over half a million pets. This role will play an important part in shaping the next chapter of our combined organization and advancing our shared mission to transform veterinary care. The Regional Operations Director (RDO) is a key field leader responsible for driving performance, consistency, and talent development across multiple Small Door practices. This role combines hands-on coaching with strategic operational oversight to ensure every hospital runs smoothly, delivers a best-in-class member experience, and develops strong local leadership. In this role, you’ll mentor Practice Managers, optimize daily operations, and ensure each practice is meeting financial, service, and clinical partnership standards. You’ll serve as a critical connector between HQ and the field, translating insights into scalable, on-brand execution. This role is expected to be based out of our Boston practice locations with travel to Chicago, IL. Travel will be required and expected – travel accommodations provided by Small Door. What You’ll Do Lead & Develop Practice Managers Recruit, onboard, coach, and develop PMs into strong, independent operatorsBuild a real talent pipeline and succession plan for all hospitalsProvide regular feedback, clear expectations, and accountabilityModel leadership, communication, and presence across the market Drive Operational Excellence Ensure every practice runs consistently and on brandHold PMs accountable to labor, inventory, and experience standardsReview metrics weekly; identify gaps and drive actionSolve operational issues quickly and proactivelyEnsure strong doctor–PM partnerships in every practice Own Multi-Site Business Performance Support PMs in managing staffing models and labor to demandCoach PMs through budget awareness, scheduling strategies, and inventory turnsPartner with medical leaders on clinical quality to help them succeedMonitor P&L drivers and help PMs make data-backed decisions Support New Practice Openings Assist with hiring, onboarding, and trainingEnsure operational readiness for launchStabilize new markets and support early leadership Partner Cross-Functionally Work closely with HQ (People, Clinical, Inventory, Marketing, Finance) on launches, rollouts, and process improvementsRepresent field challenges clearly and help create practical solutionsEnsure communication flows cleanly between HQ and practices Who You Are 3+ years of multi-unit operations experience (hospitality, retail, wellness, assisted living, boutique service, or veterinary preferred)Strong track record leading managers, not just frontline staffExperience running metrics: labor, scheduling, inventory, service/quality KPIsAbility to drive performance while maintaining a great team and customer experienceComfortable in a fast-moving, growing, mission-driven environmentExcellent at communication, judgment, and follow-throughLoves being in practices and working with people — not a desk-only operator What You’ll Get Competitive salaryHealth, dental + vision insurance401K contributionsUpward mobility and growth opportunitiesFlexible paid-time off, parental leave, and company wide holidaysHealth & Wellness Monthly StipendDiscounted veterinary care for your loved onesGrowth opportunitiesAn opportunity to make a real impact on the people around youA collaborative group of people who live our core values and have your back Small Door is proudly committed to creating a diverse, inclusive and equitable workplace. We encourage qualified applicants of every background, ability, and life experience to apply to appropriate employment opportunities. Compensation Range: $145K - $165K