Market Operations Leader

JOB SUMMARY

A Market Support Leader will utilize effective management techniques and personnel development to facilitate the success of the assigned market of facilities. It is the responsibility of the Market Support Leader to ensure strong communication between the market team and the Regional Support Leader. The Market Support Leader will collaborate with Practice Managers and Regional Support Leaders to drive operational excellence, improve processes, and execute growth initiatives based on specific goals and milestones within their market

RESPONSIBILITIES & DUTIES

· Partner with Regional Support Leaders to interview and select Practice Manager candidates to fill growth opportunities and openings within the market, ensuring highly skilled and experienced individuals are selected

· Oversees training for new Practice Managers (PM) and provides ongoing leadership development training, including financial and operations development

· Collaborates with the Regional Support Leader to review personnel development, hiring plans, financial plans, budgets, and schedules to ensure the facilities success

· Lead the post-acquisition integration process for newly acquired facilities, providing on-site management during the week of integration

· Acting liaison for Regional Support Leader and facility leadership, that works to properly align communication to achieve strategy commitment and successful staff alignment on overall strategy

· Work with Partner/Lead Veterinarian and facility team to resolve customer complaints and arrive at appropriate resolutions in a timely manner

· Overseeing Quality Pet Care

· Create and maintain accurate and timely reports of monthly and quarterly requested documents

· Properly escalate issues, both personnel and customer related, to the Home Office team

· Ensure all facilities are properly documenting employee onboarding, safety, job training and performance management issues

· Drive and promote a strong safety culture; reinforce required training be complete in a timely manner

· Continuously monitor the overall performance of each site and make appropriate changes to improve performance

· Complete all tasks as assigned by supervisor

CAREER DEVELOPMENT

Opportunities for career advancement include, but are not limited to:

· Regional Support Leader

QUALIFICATIONS & SKILLS

· Knowledgeable about Veterinary medicine

· Unwavering interpersonal skills

· Steadfast financial management, planning, prioritization and ability to supervise these assignments

· Exhibits successful conflict resolution skills

· Displays critical thinking ability and active listening skills

· Strong verbal and written communication abilities

· Extremely detail oriented

· Maturity, good judgment, and professional demeanor

· Self-driven, takes initiative, working with minimal supervision and direction

· Ability to demonstrate and uphold CityVet's core values

REQUIREMENTS

· Ability for travel up to 75% of the time [4 field days & 1 office day a week]

· Highly experienced public speaking and presentation skills

· Bachelor’s degree desired with 3+ years’ progressive management experience in a multi-site healthcare, human or pet, operations environment

· Lift 50 lbs to waist height

· Strong google suite, computer skills & ezyVet experience

· Understanding of and ability to read and interpret financial statements

· Knowledge of regulations governing veterinary clinics

· Understanding of state and federal safety standards

· Frequent standing, bending, walking, lifting, carrying, and reaching

· At least 18 years of age at the time of hire