Job Description:
• Lead the day-to-day operations of the care platform, balancing the needs of pet parents, veterinary professionals, and the business.
• Set priorities and direction for the Pet Care and Veterinary Success teams, ensuring daily activities align with pet health outcomes and marketplace performance.
• Act as the primary decision maker for how care is delivered day-to-day, including workflow design, escalation paths, service standards, and cross-team handoffs across Vetster.
• Own chat performance, including quality, responsiveness, and resolution outcomes, while ensuring enterprise accounts receive consistent, high-touch support.
• Guide teams through growth and change while maintaining consistent, high-quality care.
• Direct proactive identification of care gaps, follow-ups, and re-engagement opportunities (e.g., lapsed clients, medication adherence).
• Translate clinical insights into actions that improve pet outcomes, client trust, retention, and VetsterRx performance.
• Ensure teams focus on high-impact activities that balance compassionate care with operational efficiency.
• Own the health, reliability, and engagement of Vetster’s veterinary professional network.
• Optimize scheduling, coverage, and capacity to meet demand while supporting veterinarian wellbeing.
• Ensure accountability for appointment quality, reliability, and prescribing standards through monitoring and coaching.
• Lead and develop Team Leads responsible for day-to-day execution.
• Deploy teams effectively across peak demand and downtime, emphasizing proactive outreach and quality improvement.
• Use KPIs and frontline insights to drive performance across pet health outcomes, client satisfaction, vet reliability, and revenue.
• Partner with senior leadership to evolve and scale.
Requirements:
• 3+ years of experience as a Veterinary Practice Manager or equivalent in a multi-site veterinary organization in the U.S.
• Proven ability to oversee day-to-day operations, including scheduling, workflow management, and team coordination.
• Experience working closely with veterinarians and RVTs to drive performance, quality care, and operational efficiency.
• Strong leadership experience, including coaching and developing supervisors or team leads.
• Familiarity with telemedicine or centralized clinical operations (preferred).
• Experience using data to drive operational decisions and improvements (preferred).
Benefits:
• Unlimited access to Vetster for your pets.
• Generous vacation and personal day policy.
• Comprehensive health and dental benefits for you and your family.
• Competitive salary with market alignment.
• 401k matching and Employee Stock Option Plan.
• Parental leave top-up.
• Opportunities for career growth and international assignments.
• A culture of inclusivity, equity, and team engagement.