Regional Manager of Operations - Phoenix, Arizona

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 NVA's 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 cross?functional 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 NVA's 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 NVA's 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

• Bachelor's 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.