Market Operations Leader

Your Kind of Care.At CityVet, care is personal. It's the way we care for our patients, connect with our clients, and support one another. Our vet-led clinics are built around people who are passionate about making a difference and empowered to provide care in a way that feels authentic to them. When you join CityVet, you're joining a team that values who you are, invests in where you want to go, and believes the best care starts with people who truly care. That's Your Kind of Care.

Market Operations Leader
Role Summary
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. This is a remote-based position would require frequent travel to our clinics located in the South Atlantic region.

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

Caring For You

Investment in Your Future. A 401(k) retirement savings plan with a 4% employer match, a Health Savings Account option, and growth opportunities

Work-Life Balance. Enjoy paid time off and floating holidays, flexible schedules, and paid parental leave

Exceptional Health and Supplemental Benefits. Health, Dental (+Adult Ortho option!), Vision, Disability, & Life Insurance, Personal Pet-Care Program, Employee Discount Program

Care When You Need It. We provide free telemedicine for all full-time team members and their families, as well as comprehensive in-the-moment mental health benefits through our robust Employee Assistance Program

For other CityVet roles, visit our careers page. Follow the growth of CityVet on LinkedIn! This Employer participates in E-Verify.

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