Regional Manager of Operations Phoenix, Arizona

Description & Requirements

Job Summary

The Regional Manager of Ops provides operational leadership strategic partnership and people development to a portfolio of veterinary hospitals within an assigned territory. As a mid-level leader the Regional Manager of Ops manages professional associates and/or supervisors and is accountable for the performance and results of a single team (the hospitals and hospital leaders under their purview).

The Regional Manager of Ops adapts departmental plans and priorities to address resource and operational challenges ensuring hospitals remain aligned with NVAs business plan policies and standards. While acting with autonomy the Regional Manager of Ops decisions are guided by policies available resources and the broader business plan and they receive moderate guidance from the Division Leader as needed.

The Regional Manager of Ops serves as a key operational expert and provides subject matter guidance to hospital leaders hospital teams and cross-functional partners. The role works closely with Medical Operations and hospital medical leadership to support nursing operations implementation of Standards of Care (SOC) and other medical-based initiatives and DVM retention and recruiting activities.

Essential Job Responsibilities

Operational Support & Hospital Performance

Provide operational leadership to veterinary hospitals within the territory ensuring alignment with NVA standards initiatives and business goals.

Serve as the primary liaison between hospital leadership and the NVA Support Center to ensure consistent communication and execution of priorities.

Be accountable for the performance and results of the hospital team ensuring consistent operational financial and cultural outcomes.

Adapt divisional and territory plans and priorities to respond to hospital needs resource constraints staffing changes or emerging operational challenges.

Make decisions guided by policies resources and the business plan seeking moderate guidance from the Division Leader when scenarios require alignment or escalation.

Financial & Operational Management

Provide subject matter guidance to hospital leadership hospital teams and crossfunctional colleagues serving as the operational expert for practice management financial performance and NVA initiatives.

Analyze financial performance and operational metrics (including P&L management budgets labor costs revenue growth reputation management and referral coordination) to identify trends and drive profitability.

Collaborate with the Division Leader to develop holistic plans for hospital improvement over time; help analyze financial health of hospitals diagnose issues and implement changes.

Develop action plans and track performance metrics to monitor progress against goals and report results to leadership.

Ensure hospital leaders are trained in NVA financial and operational systems processes and reports including new leader onboarding.

Medical Nursing & People Support

Assess hospital operations share best practices and implement process improvements to enhance efficiency compliance and consistency including medical tech/nursing and customer service areas.

Work with Medical Operations and hospital medical leadership to support implementation of Standards of Care (SOC) and other medical-based initiatives in supported hospitals.

Support nursing operations including nursing labor workflow staffing training and technician utilization in partnership with hospital and medical leadership.

Support DVM retention and recruiting efforts in partnership with Medical Operations and hospital leadership.

Growth & Client Experience

Develop and implement territory business strategies that promote growth operational excellence and client satisfaction.

Monitor and enhance client experience driving retention and new client growth initiatives.

Provide expertise and best practices for hospital marketing tactics including referral coordination and online reputation management.

Systems Change & Transition Support

Support implementation of new technologies systems or initiatives (PIMs inventory Dayforce etc.).

Champion NVA initiatives and change management efforts to ensure successful adoption at the hospital level.

Support onboarding and transition of new hospitals including training and development change and risk management and initial operational assessments.

Support hospitals with acute site needs help problem-solve drive change and enable growth.

People Leadership & Compliance

Coach mentor and support hospital leaders to strengthen leadership capability and accountability.

Oversee onboarding and training of new hospital leaders and ensure ongoing development in financial operational and leadership skills.

Key Deliverables/Outcomes

Consistent operational financial and cultural performance across supported hospitals

Hospital leaders trained in NVA financial and operational systems processes reports and operating best practices

Hospital processes and workflows improved across medical tech/nursing and customer service areas

Nursing operations and medical-based initiatives supported in partnership with Medical Operations and hospital medical leadership

New technologies systems and NVA initiatives implemented successfully across supported hospitals

New hospitals onboarded and transitioned effectively into NVA operations

Client retention new client growth referral coordination and online reputation management supported through hospital-level action plans

Success Metrics/KPIs

Financial & Operational Performance

P&L performance budgets labor costs revenue growth and profitability

Progress against hospital action plans and operating goals

Hospital process workflow and operational improvement

Adoption of NVA financial and operational systems processes and reports

People Medical Partnership & Client Experience

Hospital leader onboarding coaching and development

Nursing labor staffing workflow and technician utilization

Progress on Standards of Care (SOC) medical-based initiatives and DVM retention/recruiting support

Client retention new client growth referral coordination and online reputation management

Change & Implementation

Successful implementation of new technologies systems and NVA initiatives

Effectiveness of new-hospital transition support and response to acute site needs

Key Internal and External Stakeholders

Internal: Division Leader; Hospital Leadership; Medical Operations; Medical Directors; People Business Partners; Talent Acquisition; Finance; Growth; Marketing; Clinical Services; Support Center teams; Payroll; Benefits; Technology; Facilities

External: Veterinary professionals and candidates; referral partners; vendors and suppliers; community partners; implementation partners

Experience

4 years of multi-site business operations experience is required ideally 10 locations
Veterinary / animal health or human health management experience is a plus
Strong time management and organizational capability; ability to balance multiple priorities at once
Demonstrates sound judgment good problem-solving skills and effective decision-making abilities
Demonstrated ability to translate strategy into action connecting hospital operations to NVAs purpose and vision. Ability to use data and analytics to identify insights around business problems and develop pragmatic solutions

Proven skill in coaching and developing leaders providing candid feedback and building high-performing teams
Capable of managing across a range of unique sites applying principles of business and operational excellence to the distinctive needs of each hospital
Willingness to travel up to approximately 80% of the time

Leadership Competencies

Drive Results: Acts like an owner ensuring goals are achieved with integrity and accountability.

Inspire Others: Builds trust and enthusiasm through communication empathy and recognition.

Envision the Future: Connects daily operations to NVAs broader vision and values.

Transform and Simplify: Leads through change with clarity optimism and practical problem-solving.

Develop and Engage: Invests in others growth through coaching feedback and inclusive leadership.

Outstanding communication skills. Models emotional intelligence humility and empathy in all interactions.

Education / Certifications / Licensing

Bachelors degree or equivalent education is required.

Compensation

Base salary:

Annual Incentive Plan:

Physical Demands of the Job

This is a field-based role requiring travel up to approximately 80% of the time. The role requires regular travel to supported hospitals hospital site visits meetings presentations computer use and periods of standing or walking as business needs require. Job requirements including essential job responsibilities key deliverables and outcomes and success metrics all subject to change based on business needs.

Required Experience:

Manager