Director / Sr. Director of Operations

Role Description

The Head of Operations owns Airvet’s clinical and operations engine—ensuring pets connect with veterinarians quickly, reliably, and at high quality across all markets. This is Airvet’s most critical operational role, responsible for clinical supply, enterprise-grade service levels, and global scale.

This leader will operate deep in daily execution while also driving the strategy and systems required to hyperscale clinical operations over the next +3 years.

What You'll Be Doing

• Clinical Supply & Service Levels
  • Own veterinary professional supply to consistently meet on-demand service levels.
  • Manage real-time vet availability, including detailed scheduling, shift planning, and toggling vets online/offline.
  • Oversee all video and chat visits to ensure strong connection rates, response times, and quality of care.
  • Engaging and recruiting veterinary professionals for both domestic and global expansion to ensure that we meet growing clinical demand.
• Veterinary Network Scale
  • Directly responsible for scaling and sustaining a global network of 2,000+ veterinary professionals.
  • Lead recruiting, onboarding, engagement, and performance management.
  • Own clinical OKRs, including star rating, connection rate, utilization, and throughput.
• Global Clinical Operations
  • Own all domestic and international clinical operations across the U.S., Canada, Brazil, the UK, India, Ireland, Germany, and future 2026/2027 expansion markets.
  • Develop a future global roadmap and expansion strategy that is based on employer demand and the sales enterprise pipeline.
  • Ensure consistent clinical standards, workflows, and operational excellence globally.
  • Ensure an adequate global veterinary supply to meet growing clinical demand.
• Hands-On Clinical Execution
  • Heavily involved in day-to-day operations, including clinical case review, care portal oversight, demo call management, and live veterinary capacity management.
  • Responsible for the entire supply side of Airvet’s veterinarian marketplace, including veterinary credentialing, onboarding, scheduling capacity, quality assurance, and performance management.
  • Responsible for directly recruiting and engaging veterinarians both domestically and globally to ensure that Airvet is meeting growing demand.
  • Ensure sufficient clinical coverage across regions, time zones, and specialties.
  • Oversee the development of specific clinical SOPs for new telehealth/telemedicine visit types and ensure adherence to these SOPs amongst our team of veterinary professionals.
• Product & Clinical Roadmap
  • Partner closely with Product to improve workflows and outcomes (problem-first).
  • Co-define and execute the clinical roadmap both domestically and globally, including new specialty visits, expanded clinical offerings, and digital content for pet parents.
  • Own product experience for veterinarians, veterinary technicians, and the care portal.
• Strategy, Analytics & Scale
  • Own clinical forecasting, capacity modeling, and performance analysis.
  • Design scalable systems and processes to support rapid growth.
  • Lead special projects and strategic initiatives, which may include new market entry, product expansion, or M&A integration activities.
  • Develop and integrate new revenue channels to help drive higher revenue per user.
  • Partner with finance and accounting on operational budgeting, cost management, and unit economics analysis across the operations function.
  • Balance near-term execution with long-term operational strategy.
• Executive Partnership
  • Serve as a key partner to executive leadership to drive clinical hyperscale over the next +3 years.
  • Develop board and investor materials that highlight Airvet’s operational success and future roadmap.
  • Create a culture of accountability, continuous improvement, and data-driven decision-making across the operations and clinical functions.

Qualifications

• 10+ years of experience in operations, healthcare, telehealth, or marketplace environments.
• Proven success scaling complex, distributed service networks.
• Experience operating across multiple countries and time zones.
• Strong analytical skills with experience in capacity planning and utilization modeling.
• Ability to operate both strategically and tactically in fast-moving environments.
• Track record of strong cross-functional partnership with Product and Engineering.

Preferred

• Experience in veterinary medicine or regulated clinical environments.
• Marketplace or on-demand platform experience.
• Experience launching and scaling international operations.

Compensation/Perks

• Competitive salary
• Bonus eligible
• Stock options
• Medical, Dental, and Vision coverage, including Dependents
• Flexible Spending and Health Savings Accounts
• Telemedicine and Employee Assistance Program (EAP)
• Life and AD&D policies
• DTO (discretionary time off), paid holidays, and a flexible time-off approach
• Los Angeles-based and Remote Work team
• Airvet Pet Telehealth benefits
• Monthly stipend for remote work
• Continued education reimbursement program
• $75 monthly stipend for home office

Closing Statement

Airvet is dedicated to working with the highest-skilled people from the most inclusive talent pool feasible. We maintain that diversity in all aspects leads to positive change, solutions, and innovation for our customers and employee career fulfillment. All qualified individuals are encouraged to apply.

We will consider qualified applicants with arrest and conviction records in accordance with applicable law, including the San Francisco Fair Chance Ordinance.