Veterinary Operations Lead - Leesburg, VA

Veterinary Operations Lead - Leesburg, VA

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In 2014, VEG was born with a mission to help people and their pets when they need it most. This meant challenging the status quo and fixing everything that was wrong with the ER experience. Since then, we've expanded rapidly, with hospitals nationwide open 24/7, 365 days a year, and created a better emergency experience—not only for people and their pets, but also for everyone who works here—our VEGgies!

At VEG we find a way to say yes to the career you want in veterinary emergency medicine. This means transforming how ER works, from our open-concept hospitals, where you can handle emergency cases of every kind ( exotics!) to our immersive, customer-focused experience, which helps us give people and their pets the care they deserve. This also means saying yes to creating the greatest experience possible for our VEGgies.

Yes to working in an environment where you can find your place and feel valued for the amazing work you do. Yes to having unparalleled opportunities for learning and mentorship so you can grow where you want to go in your career. And yes to making an impact here in ways you never thought possible. VEG is a 2025 and 2026 certified Great Place to Work®.

As an Operations Lead, you'll be at the forefront of delivering an exceptional customer experience for our customers, ensuring that every part of VEG triage is both smooth and seamless. You are passionate about helping people and their pets and thrive on creating a welcoming environment, where customers feel cared for from the moment they come through the door. Beyond ensuring every customer's experience is exemplary, you'll handle day-to-day operations with efficiency and care, maintaining all aspects of the hospital and empowering your team to make a real difference in the lives of pets and their families.

• Drive VEG's customer-focused experience and triage, including participating in rounds and actively working with your team to ensure the experience we're known for happens with each customer
• General hospital maintenance: keeping the reception desk tidy and refreshment center fully stocked, cleaning, laundry, stocking, and inventory
• General customer assistance and support, including handling phone inquiries and call transfers, ensuring customers and their pets are greeted promptly upon arrival, and managing wait times
• Ensure that customer/patient information is entered accurately in company software and payments are processed correctly
• Facilitate cash drawer reconciliation and oversee EOD processes
• Confirm the front desk is covered and maintained at all times
• Train and monitor new hires in daily front desk processes and operations
• Oversee inventory counts and audits, as well as inventory controls, such as reorder points, expiration dates, and product turnover
• Maintain spend within budget set by the hospital manager
• Develop and maintain contacts for vendors, service reps, and drug reps, and maintain log of all invoices
• Drive upkeep and organization of stock areas, ensuring they meet OSHA guidelines
• Spearhead communication regarding inventory with the team and training on inventory management

• 1-2+ years of supervisory experience
• Prior experience with animals in a veterinary environment a major plus
• Knowledge of Infinity/Impro Med is a plus
• Ability to stand for prolonged hours, kneel, and work on the floor as well as ability to lift up to 25 kg on own and able to support up to 40 kg with assistance
• Must be willing to work in a noisy environment with strong or unpleasant odors
• Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs
• Work well in a fast-paced environment with people from all backgrounds and different personality types

• Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
• Have a sense of humility; acknowledging mistakes, sharing credit with others, and lifting up…