Banfield Pet Hospital

Client Services Representative

• Drive the flow of clients and pets through the hospital.
• Maximize productivity of the veterinary medical team.
• Ensure good communication with associates and clients.
• Educate clients about Optimum Wellness Plans, preventative care, and pet health needs.
• Manage finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Assist incoming and outgoing clients with required documentation and instructions.
• Provide professional and exceptional service at all times.
• Conduct administrative functions as necessary.

Client Service Coordinator

Chief of Staff

• Manage the hospital and ensure the highest quality of veterinary care.
• Advocate for pets and their quality of life; build long-term bonding relationships with clients.
• Partner with the Practice Manager to operate an effective and productive veterinary medical team.
• Ensure a safe and engaging hospital environment, and improve both medical quality and business performance.
• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Train the team on Banfield guidelines and practices and supervise associates to ensure compliance.
• Oversee and train associates on professional, efficient and exceptional client service.
• Identify potential bottlenecks and formulate solutions for medical operations.
• Direct, lead and mentor Associate Veterinarians to realize their full professional potential.
• Create and maintain veterinarians’ schedules and manage time off and CE scheduling.
• Act as communications liaison, holding routine hospital team meetings and sharing business information.

Area Chief of Staff

• The primary purpose and function of the Chief of Staff is to manage the hospital and ensure the highest quality of veterinary care, exceptional client service, associate engagement and maximum productivity of the veterinary medical team.
• This position advocates for pets and their quality of life; builds a long-term bonding relationship with clients; contributes to the development and maintenance of the human-pet bond; educates clients and hospital associates on all aspects of pet health.
• The Chief of Staff partners with the Practice Manager (if applicable) to operate an effective and productive veterinary medical team, ensure a safe and engaging hospital environment, and improve both the medical quality and business performance of the hospital.
• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Partner with the Practice Manager (if applicable) to manage the hospital as role models and champions of the Banfield brand to provide consistent high-quality care and exceptional service to the most pets and clients and to maximize efficiency, productivity and profitability.
• Train the team on Banfield guidelines and practices and supervise associates to ensure compliance.
• Oversee and train associates on professional, efficient and exceptional client service (lead by example), to include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues.
• Follow all Banfield protocols and practices and be responsible for ensuring that associates achieve practice priorities while building our culture and brand.
• Identify potential “bottlenecks” and formulate solutions to remove barriers in medical operations that would impede the doctors from providing world class care.
• Partner with the Medical Director, Field Director, and Practice Manager (if applicable) to interview, select, train, develop, coach, mentor and, if necessary, discipline and terminate hospital associates.
• Direct, lead and mentor Associate Veterinarians to realize their full professional potential and deliver outstanding, high quality medical care, client service and business results.
• Work with the Medical Director to establish development plans (PDPs) for the Associate Veterinarians and focus teams to deliver the practice priorities and exceed goals while building our culture and brand.
• Provide effective communication between associates, clients, field leadership and Central Team Support.
• Create a collaborative environment and develop an efficient, productive hospital team that provides the highest quality care and service to the most pets and clients.

Manager

• Develop and implement change management strategies and plans to support the adoption of new systems, processes, organizational changes, strategic objectives, and overall future vision.
• Collaborate with cross-functional teams, including executive leadership, people & organization, corporate affairs, learning & development, and project management, to ensure that changes are effectively communicated, training is provided, and support is in place to ensure successful adoption of the changes.
• Identify and assess change impacts on the organization, its associates, stakeholders, and processes, and recommend mitigation strategies.
• Leverage metrics to communicate the effectiveness of change management initiatives and provide reports to management on the progress of the initiatives across IT, Corporate Affairs, Learning & Development, and project leadership.
• Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan.
• Where relevant, establish change related KPIs to assess and measure behavior change and adoption.
• Partner with leaders to identify and assess the impact of changes on Associates, and to create plans that will help minimize negative impacts and maximize positive outcomes.
• Provide coaching and support to managers and supervisors to help them lead their teams through transitions.
• Develop and maintain change management resources and tools, including guidelines, templates, and checklists, to support consistent and effective change management practices across the organization.
• Support assessing and building out change maturity across Mars Veterinary Health and its leaders.

Senior Enablement Manager – Contract

Director

• Support development of North America strategic priorities, long range planning and enterprise growth initiatives.
• Translate strategic direction into actionable roadmaps, operating implications and measurable outcomes.
• Drive development of executive-ready strategy materials, updates, and narratives for the Petcare Leadership Team (PLT), Mars Leadership Team (MLT), and other key stakeholder and governance forums.
• Frame key strategic questions and structure complex problems to inform executive decision making.
• Drive strategic evaluations of growth opportunities, investments, partnerships and business models.
• Develop data driven insights and recommendations that inform enterprise level decisions.
• Assess market trends, competitors, consumer behavior and emerging industry developments to inform strategy.
• Synthesize internal and external data into clear actionable strategic insights.
• Monitor developments across veterinary healthcare, petcare, healthcare services and adjacent sectors.
• Partner with senior leaders across operations, Medical, Finance and technology teams to shape strategic priorities.
• Act as a strategic advisor, bringing structured thinking and independent perspective to leadership discussions.
• Partner closely with Petcare Strategy and broader Mars Petcare teams to align MVH North America strategic priorities with enterprise Petcare strategy and support coordinated activation across the organization.
• Influence cross functional stakeholders in a highly matrixed environment to drive alignment and progress.
• Drive consistency and rigor in strategic planning processes and business performance discussions.
• Support translation of strategic priorities into actionable plans in partnership with business leaders.
• Identify key risks, trade-offs and dependencies to inform decision making and prioritization.

Director, NA Strategy

Business Development Rep

• Execute the business development strategy in US markets, ensuring alignment with MVH’s growth objectives.
• Identify and evaluate new business opportunities, partnerships, and market trends to drive growth.
• Build and maintain relationships with key stakeholders, including potential partners and clients.
• Lead and manage the acquisition process, from origination to execution, ensuring efficient and effective transactions.
• Collaborate with internal teams to ensure seamless integration of new business opportunities.
• Maintain professional communication with internal functions and provide regular updates on business development activities.
• Prepare investment cases and budgets for new business opportunities.
• Support the Business Development Sr. Director in strategic planning and execution of business development initiatives.
• Monitor and report on integration milestones, partnership outcomes, and growth KPIs.
• Maintain awareness of industry trends and provide insights to inform business development decisions.

Business Development Manager

• Independently lead the planning, coordination, and execution of high‑complexity building infrastructure and facility construction projects from pre‑construction through close‑out.
• Manage multiple concurrent projects with significant technical, operational, and regulatory complexity.
• Develop, control, and be accountable for project budgets, schedules, scopes, and execution plans.
• Identify, assess, and mitigate project risks to protect safety, schedule, cost, operational continuity, and regulatory compliance.
• Partner closely with the MVH Design team to ensure projects comply with building codes, safety regulations, ADA requirements, and applicable jurisdictional standards.
• Communicate project status, risks, and milestones to leadership, facility teams, and end users.

Senior Manager, Construction – Infrastructure Projects

• Ensure all hospitals in the market deliver on performance, focused on achieving OGSMs through Five Principles, the Associate Concept and direct leadership.
• Hire, coach and develop Practice Managers.
• Partner with Director of Veterinary Quality (DVQ) and Area Chiefs of Staff to operate an effective and productive hospital team, ensure a safe and engaging hospital environment, and improve both the medical quality and business performance of the hospital.
• Create and build a culture of Preventive Care in each hospital ensuring teams understand our foundation and the delivery of Optimum Wellness Plans.
• Develop, coach, and support each Practice Manager in assigned market to lead hospital teams so the highest quality care and service is provided to the most pets and clients, maximizing efficiency, productivity, and profitability.
• Ensure compliance with all practice protocols, policies, and procedures and with all local, state and federal laws, ensuring the safety of pets, clients and associates and the maintenance of clean, safe and organized hospitals (i.e., OSHA, Hazard Waste, business permits and assets protection audits).
• Enforce all Banfield standards, continuously building brand in connection with all medical and non-medical standards.
• Responsible for overall hospital leadership and paraprofessional retention within market.
• Develop a performance development plan (PDP) and conduct a formal review of each Practice Manager (PM) in market at least once a year; in lieu of a PM in the hospital, develop a PDP and conduct a formal review for each paraprofessional in that hospital.
• Support DVQ and ACOS in maximizing doctor engagement and retention.
• Ensure effective execution of OGSM performance including financial results for all area hospitals; partnering with the DVQ to deliver on the quality and compliance KPIs and the quality OGSM.
• Own the recruitment, hiring, coaching, supervision and mentorship of PMs, Veterinary Technicians, and paraprofessionals in assigned market.
• Support the DVQ in the recruitment, hiring, coaching and supervision of doctors in their hospitals, maintaining LVT school relationship recruiting and outside sourcing.
• Manage effective doctor scheduling and ensure hospital leaders provide effective paraprofessional scheduling to meet the needs of associates, clients and business needs.

Field Director

• Lead, develop and manage associate veterinarians in hospitals
• Drive the culture and delivery of quality care by the veterinary provider team in hospitals
• Oversee coaching program for newly hired veterinarians
• Validate clinical skillset and alignment with quality standards of doctors and staff
• Partner with director and talent acquisition to recruit veterinary talent
• Deliver veterinary operations KPIs through leadership and partnerships
• Ensure compliance to clinical essentials, regulations, and standards through assessments and reviews.

Veterinarian – Area Chief of Staff

• Lead, develop and manage associate veterinarians in Banfield hospitals
• Ensure delivery of quality care and meet expected hospital performance measures
• Act as Responsible Veterinarian for Veterinary and Pharmacy Board Permits
• Manage controlled substance inventory
• Engage and retain doctors by assessing risk and creating supportive culture
• Validate clinical skillsets of veterinary team through reviews and audits
• Oversee coaching program for newly hired veterinarians
• Partner with talent acquisition to recruit veterinary talent
• Manage medical equipment inventory and requests
• Champion preventive care culture and client complaint resolution
• Ensure compliance with clinical and regulatory standards

Area Chief of Staff – Veterinarian

Call Center Representative

• Lead the Contact Center Operations function to ensure teams, processes, and systems consistently deliver seamless experiences for clients, pet owners, and veterinary teams.
• Establish operating rhythms, governance, and performance expectations that enable managers to lead effectively and teams to deliver reliably across workforce management, training, quality, technology, analytics, and support.
• Own end-to-end operational performance, service levels, compliance, and operational readiness, including system changes, new capabilities, and organizational transformations.
• Oversee training strategy and execution, including new associate onboarding, ongoing capability development, and deployment of training for new tools, processes, and workflows.
• Lead internal program and project management for operations, ensuring new initiatives, technology deployments, and process changes are effectively planned, tested, communicated, and adopted across teams.
• Translate organizational priorities into measurable goals, KPIs, and reporting frameworks that drive performance, accountability, and continuous improvement.
• Ensure quality assurance of Contact Center activities through monitoring, trend analysis, and interaction (call/chat transcription) reviews, implementing corrective actions and coaching frameworks as needed.
• Partner with cross-functional leaders to integrate systems, streamline workflows, and deliver enterprise initiatives that reduce friction and improve outcomes.
• Leverage data and insights to anticipate trends, optimize capacity, guide priorities, and identify efficiency opportunities across multiple centers.
• Build and develop a high-performing operations leadership team, fostering a culture of accountability, collaboration, and continuous learning, with strong capability-building and succession planning.
• Ensure processes and technology investments are scalable and adaptable, supporting evolving veterinary, client, and operational needs.

Director, Contact Center Performance – Operations

• Ensure care delivered in market assigned hospitals meet industry and Banfield quality standards
• Drive a successful and growing doctor team through recruiting, gathering referrals, and hiring
• Oversee implementation and auditing of medical quality programs
• Lead efforts for DEA and radiation safety compliance
• Travel to assigned markets and perform regular hospital visits

Director, Veterinary Quality

• The primary purpose and function of the Chief of Staff is to manage the hospital and ensure the highest quality of veterinary care, exceptional client service, associate engagement and maximum productivity of the veterinary medical team.
• Establish trust and gain the confidence of clients through effectively delivering appropriate preventive care, performing complete diagnostic workups, developing thorough treatment plans, communicating home care instructions, and planning follow-up visits.
• Lead the veterinary hospital team through the daily schedule and caseload, delegating tasks to paraprofessionals and improving hospital efficiency.
• Provide professional, efficient and exceptional service, including prescribing and administering preventive care for the wellness needs of pets as well as diagnosing and treating diseases and injuries of pets.
• Advocate for preventive care and adoption of wellness plans.
• Ensure compliance with all practice policies and procedures and with all local, state and federal laws.

• Live and exemplify the Five Principles of Mars, Inc. within self and team
• Transformation Planning & Deployment: Lead development of detailed, actionable implementation plans in partnership with cross-functional stakeholders, ensuring alignment with MVH’s transformation roadmap, timelines, and strategic objectives. Drive coordination from planning through execution to support successful deployment and adoption.
• Change Enablement: Develop and implement practical change enablement plans, including stakeholder engagement, communication, and reinforcement strategies, to manage resistance and accelerate adoption of new processes, tools, and ways of working.
• Operational Excellence: Support and provide thought leadership on process improvement and standardization. Partner with Digital Technology team to enable digitization efforts where relevant.
• Stakeholder Management: Partner with Strategy & Transformation leaders to define priorities, manage risks, and secure alignment. Establish and maintain strong relationships with key stakeholders to understand their needs, concerns, and expectations during the adoption of the transformation.
• Stakeholder Engagement: Deliver customer service focused on business units, centers of excellence and business partners. Collaborate with cross-functional teams, including executive leadership, P&O, communications, training, and project management, to ensure a coordinated approach to change management activities.
• Capability Building: Partner with training teams to create programs to upskill employees and foster an agile culture.
• Performance Measurement: Establish KPIs to track progress, ROI, and value realization.
• Resilience and Adaptability: Ability to remain composed and focused under pressure, demonstrating resilience and adaptability.
• Emotional Intelligence: Demonstrated ability to understand, manage, and respond effectively to emotions, both in oneself and in others.

Director of Transformation Enablement

Financial Planning and Analysis

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Notify Banfield clients via telephone and email regarding delinquent accounts for Wellness Plans, third party collections, NSF’s and/or hospital invoices.
• Use various collections techniques to negotiate and secure payment on accounts.
• Process and document future, current and past due transactions.
• Troubleshoot and resolve payment and account discrepancies.
• Document calls and resolutions using all appropriate systems, ensuring consistency in service.
• Assist hospital teams with Wellness Plan and non-Wellness Plan financial information.
• Ensure the delivery of an exceptional client experience to both internal and external clients in every interaction.
• Educate associates and clients on business standards for Wellness Plans.
• Maintain client privacy, security and company confidentiality.

Client Service Coordinator

Area Chief of Staff

Area Chief of Staff

Senior Enablement Manager – Contract

Director, NA Strategy

Business Development Manager

Senior Manager, Construction – Infrastructure Projects

Field Director

Veterinarian – Area Chief of Staff

Area Chief of Staff – Veterinarian

Director, Contact Center Performance – Operations

Director, Veterinary Quality

Area Chief of Staff

Director of Transformation Enablement

Client Financial Services Coordinator