Banfield Pet Hospital

Chief of Staff

• Lead, develop and manage associate veterinarians in their hospitals.
• Drive the culture and delivery of quality care by the veterinary provider team.
• Perform regular hospital visits and quality audits to ensure compliance.
• Develop, coach, and manage associate veterinarians on needed skills.
• Drive a successful and growing doctor team through recruiting and training.
• Support the engagement and retention of certified veterinary technicians (CVTs).
• Ensure hospital operations meet all local, state and federal regulatory requirements.

Area Chief of Staff

• Lead, develop and manage associate veterinarians in their hospitals
• Drive the culture and delivery of quality care by the veterinary provider team
• Perform regular hospital visits and quality audits
• Develop, coach, and manage associate veterinarians for optimal performance
• Drive doctor engagement and retention efforts
• Ensure hospital operations meet all local, state and federal regulatory requirements

• The primary purpose and function of the Area Chief of Staff is to lead, develop and manage associate veterinarians in their hospitals to ensure Banfield can attract, develop, engage and retain doctors that will deliver quality care and meet expected hospital performance measures.
• This position drives the culture and delivery of quality care by the veterinary provider team (DVM, CVT, VA) in their assigned hospitals to ensure that every pet receives consistent care aligning with our six domains of quality (safe, effective, patient/client centered, timely, efficient and equitable care.)
• Partner with the Practice Manager (if applicable) to drive the culture and delivery of quality care.
• Oversee the coaching program for newly hired veterinarians to ensure an engaging experience.
• Deliver veterinary operations KPI's through leadership and partnership with practice managers.
• Ensure compliance with Banfield's clinical essentials, government regulations and legislation, and veterinary industry standards through veterinary quality assessments, medical record reviews, audits, and patient safety event reviews.
• Act as a brand ambassador in the local veterinary community.

Veterinarian – Area Chief of Staff

General

• Provide furry, feathered, and scaled pets with the best possible care
• Upon approval from supervising veterinarian, perform veterinary technician appointments
• Build close relationships with pets and the humans who love them
• Work closely with teammates and cultivate a positive, dynamic work culture
• Exemplify the Mars Five Principles — Quality, Responsibility, Mutuality, Efficiency, and Freedom

Licensed Veterinary Technician

• Lead, develop and manage associate veterinarians in their hospitals.
• Drive the culture and delivery of quality care by the veterinary provider team.
• Act as Responsible Veterinarian for Veterinary and Pharmacy Board Permits.
• Own doctor engagement and retention by assessing risk and ensuring a proactive retention strategy.
• Oversee the coaching program for newly hired veterinarians.
• Partner with the Director of Veterinary Quality and Talent Acquisition team to recruit veterinary talent.
• Manage the medical equipment inventory and new medical equipment requests.

Operations

• Translate strategic priorities into clear actions, timelines, and deliverables across Inbound, Outbound, Virtual Care, and Operations teams.
• Track execution against key initiatives, ensuring alignment, accountability, and forward progress across functions.
• Identify gaps, risks, and dependencies early, escalating and resolving issues to maintain momentum.
• Coordinate and track pilot programs across markets and functions, ensuring clear hypotheses, success metrics, and execution plans.
• Monitor pilot performance, synthesize results, and translate findings into actionable recommendations.
• Support scaling decisions by documenting outcomes, lessons learned, and operational requirements for broader deployment.
• Pull and synthesize data from multiple systems and teams to create a clear view of performance across initiatives.
• Develop concise reporting, dashboards, and executive-ready materials that connect data to business impact.
• Conduct targeted analyses to support decision-making, including trend identification, root-cause analysis, and opportunity sizing.
• Act as a central coordination point across functions, ensuring initiatives are sequenced, communicated, and executed effectively.
• Support planning, testing, and rollout of new tools, processes, and workflows in partnership with Operations and Technology teams.
• Maintain visibility into external and internal changes (e.g., product, pricing, system updates) and ensure alignment with contact center execution.
• Develop clear, structured communications, presentations, and documentation to support leadership alignment and decision-making.
• Follow up on key actions, decisions, and commitments across the leadership team to ensure execution discipline.
• Serve as a trusted partner to the Director, enabling focus on strategic priorities by managing day-to-day coordination and detail.

Senior Analyst, Client Experience & Operations

• Lead, develop and manage associate veterinarians in their hospitals
• Ensure Banfield can attract, develop, engage and retain doctors that will deliver quality care
• Drive the culture and delivery of quality care by the veterinary provider team (DVM, CVT, VA)
• Validate the clinical skillset and alignment with quality standards of doctors, veterinary assistants, and veterinary technicians
• Partner with the Director of Veterinary Quality and Talent Acquisition team to recruit veterinary talent
• Deliver veterinary operations KPI's of assigned hospitals through their leadership
• Champion preventive care culture by communicating, demonstrating, and validating behaviors which drive optimum wellness plan growth
• Establish trust and gain the confidence and compliance of clients

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

• 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.

• 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.

Area Chief of Staff

Area Chief of Staff

Veterinarian – Area Chief of Staff

Licensed Veterinary Technician

Area Chief of Staff

Senior Analyst, Client Experience & Operations

Chief of Staff

Client Service Coordinator

Area Chief of Staff

Area Chief of Staff

Senior Enablement Manager – Contract

Director, NA Strategy

Business Development Manager