Market Operations Leader

At City Vet, care is personal. It’s the way we care for our patients, connect with our clients, and support one another. Our vet-led clinics are built around people who are passionate about making a difference and empowered to provide care in a way that feels authentic to them. When you join City Vet, you’re joining a team that values who you are, invests in where you want to go, and believes the best care starts with people who truly care.

That’s Your Kind of Care.

Market Operations Leader

Role Summary

The Market (or Area) Operations Leader is responsible for coaching and supporting Practice Managers to ensure consistent operational execution across a group of clinics. This role serves as the primary operational partner to PMs, helping drive performance, compliance, staffing stability, and client experience while respecting the Lead Veterinary Partner’s ownership and leadership authority.

This is a remote-based position would require frequent travel to our clinics located in the South Atlantic region.

Key Responsibilities

· Hire and provide training support for new Practice Managers

· Coach and develop Practice Managers through regular 1:1s and field support. Areas of focus include (but are not limited to) hiring, onboarding, training, leadership, communication, performance management

· Drive execution of operational initiatives (forward booking, recalls, NPS, payment tools, workflows)

· Monitor clinic P&L and KPIs and provide performance feedback

· Support staffing plans, scheduling optimization, and labor management

· Lead efforts to uphold client and team experience KPIs, driving prompt escalation of complaints, risks or performance issues to Regional Operations

· Ensure compliance with OSHA, DEA, inventory, and documentation standards

· Partner with LVPs to execute on operational priorities and expectations

· Lead regular market-level meetings to develop PMs and communicate company initiatives

· Share best practices across clinics

Success Metrics

· PM performance and engagement

· Team member engagement and retention

· Clinic KPI consistency

· Compliance and staffing stability

Key Relationships

Reports to:

Regional Director of Operations Partners with: LVPs, PMs, Regional Ops, VP Vet team

Qualifications & Skills

· Strong operational leadership experience in veterinary, healthcare or service-based environments

· Excellent interpersonal and coaching skills with the ability to influence without direct authority

· Proven capability in scheduling, staffing, labor management, and KPI execution

· Effective problem-solver with strong situational judgment

· Skilled in conflict resolution and performance coaching

· Clear, confident communicator with strong follow-through

· Highly organized with strong attention to detail

· Self-directed, adaptable, and results-oriented

· Commitment to City Vet’s values and partner model

Requirements

· Willingness to travel frequently within assigned market

· Bachelor’s degree preferred

· Minimum 5+ years of veterinary operations or management experience, preferably multi-site

· Experience coaching managers or leading teams

· Proficiency in PIMS, scheduling systems, and operational reporting tools

· Solid understanding of clinic financials and labor metrics

· Knowledge of regulatory and safety requirements

We know that caring for people and their pets requires energy, empathy, and resilience, so we make it a priority to care for our people by investing in programs, resources, and benefits that support their professional and personal well-being. Eligible Team Members may choose from a range of benefits that help support them and their families through every stage of life.

• Investment in Your Future. A 401(k) retirement savings plan with a 4% employer match, a Health Savings Account…