Veterinary Practice 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 Hospital Operations Manager partners with our retail store partners to provide a smooth and profitable operation by creating a culture of high-quality patient care and exceptional customer service, as well as driving revenue and managing costs. From day to day, the Hospital Operations Manager coordinates overall operations and cultivates a supportive, collaborative team environment by fostering cohesion and motivation within the team.

• 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.
• Act as the point person for all day‑to‑day functions of the practice, including scheduling, equipment maintenance, inventory control, invoicing, patient scheduling, team training, radiological safety program and handling elevated client concerns.
• Oversee hiring, training, reviewing, counseling and separation of paraprofessional partners in partnership with Area Operations Manager and Human Resources Business Partner.
• Schedule all paraprofessional partners with a minimum of two weeks out and maintain all hospital partner points in accordance with Petco’s punctuality and attendance policy.
• Create and maintain doctor’s schedule with support from Area or Regional Medical Director as needed.
• Review monthly P&L reports, partner with Area Operations Manager to increase revenue growth and exceed financial targets set by Finance team.
• Escalate partner or client issues to 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 doctor and clients, maintain and update hospital inventory, maintain client/patient records within the practice management system and manage accounts receivable.
• Keep hospital environment neat and clean, maintain OSHA standards, perform and maintain regular cleaning of environment based on necessity and pre‑determined maintenance schedule.
• Uphold and enforce all policies of Petco and Vetco Total Care.

• Patient care always comes first.
• Any issues with patient clients or hospital partners are dealt with and resolved as they occur.
• Exceptional teamwork and commitment to achieve shared goals for the benefit of Petco.
• Collaborate with the Retail Team to drive a positive culture and cohesive team environment.
• Provide backup front desk support as needed, including answering telephones.
• Perform additional duties and special projects as assigned.

The incumbent reports to the Area Operations Manager.

The Hospital Operations Manager must possess excellent planning skills while scheduling hospital paraprofessional partners to ensure adequate coverage and prevent exceeding forecasted payroll costs. The role also ensures day‑to‑day operations are efficient and provide an optimal experience for patients and guests.

This position drives the growth of a productive practice, maintains a high-quality standard of care, and ensures partner retention, patient well‑being, and customer satisfaction.

The role includes 1 or more direct reports (Veterinary Technicians, Vet Assistants, and Concierge partners) with responsibilities for recruiting, interviewing, hiring, training, mentoring/coaching, assignment delegation and partnering with Human Resources on discipline up to and including termination.

• 2–3 years previous experience working in a veterinary practice, or 2+ years of strong leadership experience in lieu of veterinary experience.
• Excellent written and verbal communication skills.
• Ability to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Compassionate and…