Market Operations Leader

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.

Key Responsibilities

• Hire andprovidetraining support for new PracticeManagers
• 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 clinicP&L andKPIs and provide performance feedback
• Support staffing plans, scheduling optimization, and labor management
• Lead efforts to uphold client and team experience KPIs, driving prompt escalation ofcomplaints,risksor performance issues to Regional Operations
• Ensure compliance with OSHA, DEA, inventory, and documentation standards
• Partner with LVPs toexecuteonoperational priorities and expectations
• Leadregular market-level meetings to develop PMs and communicate company initiatives
• Share best practices across clinics

Success Metrics

PM performance and engagement

• Team member engagement andretention
• Clinic KPI consistency
• Successful initiative adoption
• 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 inveterinary,healthcareor 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 toCityVet’svalues and partner model

Requirements

• Willingness to travelfrequentlywithin assigned market
• Bachelor’s degree preferred
• Minimum5+ years ofveterinaryoperations or management experience, preferably multi-site
• Experience coaching managers or leading teams
• Proficiencyin PIMS, scheduling systems, and operational reporting tools
• Solid understanding of clinic financials and labor metrics
• Knowledge of regulatory and safety requirements