Veterinary Operations Manager

The Hospital Operations Manager leads the hospital team to drive operational excellence, efficiency, high-standard patient care, and excellent client experience. They partner with veterinarians to foster a positive culture and cohesive team environment.

• Create productive, collaborative, and seamless relationships with all veterinarians.
• Point person for all day-to-day functions including:
  • Scheduling of veterinarians and support partners.
  • Equipment function and maintenance.
  • Inventory control and ordering.
  • Proper invoicing.
  • Patient scheduling.
  • Team training.
  • Radiological safety program.
  • Handling of elevated client concerns.
• Oversee hiring, training, reviewing, counseling, and separation of paraprofessional partners in partnership with the Area Operations Manager and Human Resources Business Partner.
• Schedule all paraprofessional partners, aiming to schedule at least two weeks ahead.
• Maintain all hospital partner points in accordance with Petco's punctuality and attendance policy.
• Create and maintain the doctor's schedule with support from the Area or Regional Medical Director as needed.
• Review P&L monthly reporting and partner with the Area Operations Manager to increase revenue growth and exceed financial targets set by the Finance team.
• Escalate partner or client issues to the Area Operations Manager, Area Medical Director, and/or HRBP as required.
• Interface and collaborate with Petco store team to drive a seamless complete care customer experience.
• Schedule appointments, provide client education, relay test results to doctors and clients, maintain and update hospital inventory, maintain client/patient records within the practice management system, and manage accounts receivable.
• Keep the hospital environment neat and clean; maintain OSHA standards, perform and maintain regular cleaning based on necessity and a pre-determined maintenance schedule.
• Uphold and enforce all policies of Petco and Vetco Total Care.

Essential Job Functions

• Lead hospital paraprofessionals to drive operational excellence, efficiency, high-standard patient care, and excellent client experience.
• Create productive, collaborative, and seamless relationships with all veterinarians in the hospital to drive a positive culture and cohesive team environment.
• Point person for all day-to-day functions of the practice, including but not limited to:
  • Veterinarian and support partners scheduling.
  • Equipment function and maintenance.
  • Inventory control and ordering.
  • Proper invoicing.
  • Patient scheduling.
  • Team training.
  • Radiological safety program.
  • Handling of elevated client concerns.
• Oversee hiring, training, reviewing, counseling, and separation of paraprofessional partners, in partnership with the Area Operations Manager and Human Resources Business Partner.
• Schedule all paraprofessional partners, aiming to schedule at least two weeks ahead.
• Maintain all hospital partner points in accordance with Petco's punctuality and attendance policy.
• Create and maintain the doctor's schedule with support from the Area or Regional Medical Director as needed.
• Review P&L monthly reporting and partner with the Area Operations Manager to increase revenue growth and exceed financial targets set by the Finance team.
• Escalate partner or client issues to the Area Operations Manager, Area Medical Director, and/or HRBP as required.
• Interface and collaborate with Petco store team to drive a seamless complete care customer experience.
• Schedule appointments, provide client education, relay test results to doctors and clients, maintain and update hospital inventory, maintain client/patient records within the practice management system, and manage accounts receivable.
• Keep the hospital environment neat and clean; maintain OSHA standards, perform and maintain regular cleaning based on necessity and a pre-determined maintenance schedule.
• Uphold and enforce all policies of Petco and Vetco Total Care.

Nature of Supervision

The incumbent reports to the Area Operations Manager. The Hospital Operations Manager includes 1 or more direct reports (Veterinary Technicians, Vet Assistants, and Concierge partners) with daily responsibilities that include recruiting, interviewing, hiring, training, mentoring/coaching, assignment delegation, and partnering with Human Resources on discipline up to and including termination.

Minimum Requirements

• 2-3 years previous experience working in a veterinary practice or 2+ years of strong leadership experience.
• Excellent written and verbal communication skills.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Caregiving and sympathetic, maintaining a professional attitude and demeanor during emotional and stressful situations.
• Basic computer skills, including Microsoft Office suite.

Desired Requirements

• 3-5 years previous experience working in veterinary practice.
• Previous P&L management experience.
• Bachelor’s degree or equivalent experience.
• 3+ years in a management role, including customer service.
• Reporting and data analysis experience.
• Veterinary Assistant/Technician experience in positions of increased responsibility.
• Licensed Veterinary Technician or Certified Veterinary Assistant (not required).
• Change agility: Works productively and able to navigate ambiguity or uncertainty while assuming positive intent in a fast-paced and evolving environment.
• Desire to learn: Demonstrates flexibility and resilience in response to obstacles, constraints, adversity, and mistakes. Constructsively and resourcefully adapts to changing needs, conditions, priorities or opportunities. Seeks out opportunities to learn from new discoveries, innovations, ways of looking at things, knowledge, and ideas. Invites and incorporates both giving and receiving productive and well-intentioned feedback.
• Drive for Results: Initiates decisive, timely actions to address important issues. Demonstrates a strong sense of ownership and a commitment to achieving meaningful results. Sets challenging, clear goals/targets and expectations for achieving business results. Drives initiatives/efforts while taking personal responsibility to make decisions and execute actions.

Pay Range

The Hospital Operations Manager's salary range is $21.25 - $33.75 per hour or salary, depending on factors such as position, location, level of experience, and applicable state or local minimum wage laws. For a more detailed overview of Petco Total Rewards, including health and financial benefits, 401K, incentives, and PTO, please refer to https://careers.petco.com/us/en/key-benefits.