Market Operations Leader

Job Description

Job Description

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 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
• 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 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 CityVet’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