Head of Operations Management (m/w/d)

In 2014, VEG was born with a mission to help people and their pets when they need it most. This meant challenging the status quo and fixing everything that was wrong with the ER experience. to our immersive, customer-focused experience, which helps us give people and their pets the care they deserve.
As an Operations Manager, you'll oversee day-to-day hospital operations, working closely with your Hospital Manager to drive culture, engagement, efficiency, and growth. Heading areas such as operations, the scribe program, and marketing, you'll continuously find ways to say yes to elevating the VEG experience, empowering VEGgies to do the unexpected in their roles. By constantly seeking different ways to enhance the customer experience and achieve operational excellence, you'll make a meaningful impact on both your team and the people and pets you serve.

Guide and develop non-clinical hospital teams—including CECs, Scribes, and Inventory Coordinators—through recruiting, training, coaching, and performance management
Foster a strong, unified culture, aligning clinical and non-clinical teams to deliver an extraordinary customer experience
Oversee daily operations, including team scheduling, financial reporting, inventory processes, and reconciliation of hospital systems
Train and mentor VEGgies on delivering a customer experience that reflects our core values and the VEG Spikes, our unique, customer-centered way of doing things—like ensuring people see a doctor right away and allowing families to stay with their pets
Monitor key performance metrics (e.g., phone conversions, customer satisfaction, review platforms) and implement strategies to enhance results
Develop and manage inventory budgets and ordering systems to ensure accuracy, efficiency, and cost-effectiveness
Assist hospital leadership in handling HR issues, conflict resolution, and succession planning for team growth
Engage with customers and follow up post-visit to ensure satisfaction, reinforce care, and gather valuable feedback
Partner on local marketing efforts, community events, and rDVM outreach to grow hospital awareness and strengthen referral relationships

High School diploma required; associate's or bachelor's degree in business management or a related field preferred

• Experience with scheduling staff, recruiting, training, budgeting, facilitating developmental meetings, performance management, and building high-performing teams
• Advanced knowledge of computer programs and practice management software
• A clear communicator with high emotional intelligence
• Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage, QPR training, and access to free therapy or counseling

Based on your role, you may be eligible for equity after one year of full time, active employment with VEG, so you can share in our growth and success
A BIG focus on learning and growth, from VEG-created clinical and leadership programs to unlimited ER CE + travel stipend (no really!). Full-time credentialed VEGgies receive a $2,500/year travel stipend. Full-time uncredentialed VEGgies receive a $1,000/year travel stipend
Paid parental leave, up to 12 weeks at 100% of regular salary and inclusive fertility and family-building care for all types of families
Flexible work schedules to support your life outside of work
And the little (big) things, like comfy scrubs, cool VEG swag, and food in the fridge for when you're hungry

At VEG, diversity is not just a word—it's a strength that fuels innovation and kindness. Our mission is "Helping people and their pets when they need it most." That's why we're devoted to creating an environment that reflects the diverse communities we serve—where different perspectives are not only welcomed but celebrated.
Saying yes to VEG means helping us build a culture where your unique experiences and background contribute to a shared vision: being the world's veterinary emergency company.