At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends. We are committed to a healthy work/life balance by leveraging state-of-the-art technology to help cut down on repetitive administrative tasks, and are dedicated to creating and maintaining a positive work culture. Small Door is also the first and only veterinary provider in the country to earn Certified B-Corp status - meaning we abide by strict standards!

What you'll do

• People Management and Leadership

• Manage, develop, and lead a high-performing team in providing exceptional hospitality and care
• Create opportunities for team bonding as a practice
• Lead team meetings in collaboration with the Managing Veterinarian and Managing Nurse, ensuring relevant information sharing
• Uphold a culture of safety, compliance, collaboration, and inclusivity
• Manage bi-weekly payroll for all hourly practice employees
• Take ownership of and handle escalated situations with members to ensure resolution; enlisting the support of Regional Leadership as needed
• Maintain a 360° view of the practice and lead the team in ensuring that all facilities and brand standards are being met

• P&L Responsibilities

• Oversee and analyze your practice’s P&L and revenue by type, identifying trends and growing top line revenue with support from regional leadership
• Manage your practice’s budget with an eye toward building and maintaining profitability (including COGs, labor, and inventory management)

• Operational Oversight

• Collaborate with Managing Veterinarian and regional leadership to optimize average care transaction (ACT) and ensure consistency in invoicing
• Manage and optimize the appointment schedule, including surgery and specialist bookings, with an eye towards maximizing utilization of our doctors and nurses while ensuring adequate coverage
• Partner with HQ and regional leadership to create, review, improve and implement new initiatives and processes; ensure they are followed by all practice team members

Who you are

• 4+ years working in a veterinary or human healthcare practice and at least 2 years experience directly managing a team, coaching performance, and leading through change
• Experience in a hospitality role and/or fast-paced startup is a plus but not required
• Strong business acumen and using data to achieve valuable insights
• Comfortable with navigating technology platforms including Excel and Google Suite
• Emotionally intelligent and autonomous
• Customer service-oriented and focused on the details
• This is a full-time position - typically Monday through Friday - however, as a leader of one of our practices, you are expected to have the flexibility to work occasional weekend or evening duties