Hospital Office Manager

Position Purpose

The purpose of the Hospital Operations Manager is to provide daily leadership to our hospital and partner with Hospital Veterinarian(s). The manager partners with retail store partners to provide smooth and profitable operations by creating a culture of high‑quality patient care and exceptional customer service, driving revenue and managing costs. The manager represents the mission and values of the hospital and Petco to all clients, supports a collaborative team environment, and cultivates high performance and client satisfaction.

• 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 to foster a positive culture and cohesive team.
• Serve as the point person for day‑to‑day functions of the practice, including scheduling, equipment maintenance, inventory control, invoicing, patient scheduling, team training, radiological safety, and handling elevated client concerns.
• Oversee hiring, training, reviewing, counseling and separation of paraprofessional partners in partnership with the Area Operations Manager and Human Resources.
• Assume scheduling responsibilities for all paraprofessional partners, maintaining at least two weeks of coverage and adhering to punctuality and attendance policies.
• Collaborate with the medical director or area or regional medical director to create and maintain doctor’s schedules.
• Review P&L monthly reporting and partner with Area Operations Manager to increase revenue growth and exceed financial targets set by Finance.
• Escalate partner or client issues to Area Operations Manager, Medical Director or HRBP as required.
• Interface and collaborate with the Petco store team to provide a seamless complete care customer experience.
• Schedule appointments, educate clients, relay test results, manage inventory, update client/patient records, and manage accounts receivable.
• Maintain a clean, safe hospital environment in compliance with OSHA standards, performing cleaning and maintenance according to a predetermined schedule.
• Uphold and enforce all Petco and Vetco Total Care policies.

• Patient care always comes first.
• Resolve issues with patient clients or hospital partners promptly.
• Demonstrate exceptional teamwork and commitment to shared goals.
• Collaborate with the Retail Team to drive a positive cultural and cohesive team environment.
• Provide backup front‑desk support, including answering telephones, as needed.
• Perform additional duties and special projects as assigned.

• 2–3 years previous experience working in a veterinary practice, or 2+ years of strong leadership experience if veterinary background is lacking.
• Excellent written and verbal communication skills.
• Ability to make decisions, delegate tasks, and drive results with hospital partners.
• Compassionate and professional demeanor during emotional and stressful situations.
• Telephone etiquette and basic computer skills.
• Team player who is willing to learn, offer creative ideas and adapt to continual change.
• Basic computer skills, e.g., Microsoft Office suite.

• 3–5 years previous experience working in a 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 increased responsibility positions.
• Licensed Veterinary Technician or Certified Veterinary Assistant (preferred but not required).
• Change agility and ability to navigate ambiguity in a fast‑paced environment.
• Desire to learn, flexibility and resilience, constructively adapting to changing needs.
• Drive for results: decisive, timely actions, strong ownership, and commitment to meaningful results.

The majority of duties are conducted in the Veterinary Hospital. The position requires bending, kneeling, lifting (up to 30 pounds) and standing for long periods. A large amount of time is spent in direct contact with clients and their pets.

This position will regularly communicate with clients, veterinary specialists, store partners, and companies providing products or services. The right candidate will represent the hospital and Petco positively within the professional community and to guests.

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.