Banfield Pet Hospital

Client Services Representative

• Handle inbound and outbound client contacts across multiple channels (phone, chat, email, sms, social, etc.) in a timely, friendly, and professional manner.
• Assist clients with scheduling appointments, accessing services, and navigating their pet care journey using established protocols.
• Provide compassionate, solution-oriented support to pet owners, ensuring each interaction reflects VCA’s commitment to client experience.
• Resolve basic service-related inquiries and collaborate with team members to ensure seamless service delivery.
• Provide feedback to leadership on tools, scripts, workflows, and processes to improve client experience.
• Identify recurring issues or gaps and suggest enhancements to training, resources, or systems.
• Participate in pilot programs and contribute to process improvement initiatives.

Client Care Specialist

Chief of Staff

• Lead, develop, and manage associate veterinarians in hospitals
• Ensure quality care and performance measures are met
• Perform regular hospital visits and quality audits
• Develop and coach veterinarians on medical care
• Drive doctor engagement and retention efforts

Area Chief of Staff

Vice President

• Drive a culture of associate engagement, associate experience, and associate development.
• Provide effective leadership to Field Directors to support strategic priorities.
• Manage the profitability and finances of assigned region to maximize growth.
• Collaborate with Vice President Veterinary Quality and other cross-functional partners.
• Conduct strategic planning for future success and growth of the division and region.
• Develop Field Directors to successfully teach, coach and train hospital leaders and associates.
• Develop effective communication with associates, clients, and field leadership.
• Responsible for developing a sustainable pipeline of talent at multiple levels of leadership.
• Ensure compliance with all practice ethics, policies, protocols, and procedures.
• Ensure the safety of pets, clients, and associates in hospitals.
• Ensure teamwork between Regional Vice Presidents and superior communication with all stakeholders.

Regional Vice President

Accounting Manager

• Performs daily active data entry tasks, data verification, and account reconciliation to track the internal clinical study activities performed at study hospitals
• Interfaces with Clinical Studies Accounting (CSA) team regularly to ensure work is completed by clinical study sites and is reflected in financial reports and invoices to sponsors.
• Assists with financial remuneration to MVH clinical study site investigators, technicians, and others and ensures renumeration is properly communicated and delivered.
• Assists in the development of study budgets based on clinical study protocols and Scope of Work (SOW) materials and working with the MVH Pricing teams.
• Conducts audits and analyses, in collaboration with internal/external partners, to ensure accuracy of study budgets, activity, and expenses
• Assists in development of materials and tools necessary to appropriately train individuals involved in the conduct of the studies and establishes and organizes study files, including but not limited to, study and/or regulatory binders, study specific source documentation, and other materials
• Attends online clinical study site trainings and supports CS financial onboarding for study sites.
• Reviews and develops familiarity with study sponsor contracts and conditions and works with the CSA managers to ensure that the study complies with all invoicing terms and conditions
• Maintains effective and ongoing communication to help manage the day-to-day financial activities of the studies with study sites and the Supervisor CSA
• Arranges for secure storage of study financial documents according CSA file storage policies
• Fulfill other duties as assigned

Clinical Studies Accounting Support

Manager

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Manage PetSmart relationships and repairs through escalation paths.
• Oversee landlord responsible repairs to ensure lease adherence and repair notice communications.
• Identify and coordinate long term capital equipment and facility asset repairs and replacement strategy.
• Create, measure and report on team goals and related projects while delivering on schedule, and within budget.
• Coordinate all aspects of Patch and Paints, Re-lamps, Ceramic Tile Maintenance, Work Orders, Preventative Maintenance, and other projects as needed.
• Interview, hire, train, mentor and review a regionalized team.
• Manage, measure and report on all repairs including work completion timeline, expenses, and protocol adherence.
• Develop work schedules to maximize cost savings.
• Oversee equipment and materials orders as well as invoice and credit process for accepted bids.
• Oversee hospital repair work to ensure building codes are adhered to and internal quality repair standards are met.
• Create, understand, and communicate scope of work for all facility repairs; develop procedure for future work.
• Source, select, and manage painting contractors to complete all paints within region in accordance to practice standards.
• Manage and report on budget, tracking expenses, approving invoices and travel expense reports.
• Other job duties as necessary.

Manager, Field Facilities

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

Director

• 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.
• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• 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.
• Create a culture for exceptional engagement and community with market doctors, veterinary technicians, and leaders.
• 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.
• Responsible for market quarterly inventory and hospital invoice approvals are complete.
• Manage effective doctor scheduling and ensure hospital leaders provide effective paraprofessional scheduling to meet the needs of associates, clients and business needs.
• Other job duties as assigned.

Field Director

• 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.
• 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.

• 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.
• Create a culture for exceptional engagement and community with market doctors, veterinary technicians, and leaders.
• 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.
• Responsible for market quarterly inventory and hospital invoice approvals are complete.
• Manage effective doctor scheduling and ensure hospital leaders provide effective paraprofessional scheduling to meet the needs of associates, clients and business needs.

• Lead, develop and manage associate veterinarians in their hospitals
• Drive the culture and delivery of quality care by the veterinary provider team
• Partner with the Practice Manager to ensure consistent care
• Drive engagement and retention of veterinary doctors
• Validate clinical skills and align with quality standards
• Oversee coaching programs for newly hired veterinarians
• Develop talent and manage relationships within the veterinary community
• Ensure compliance with clinical essentials and government regulations

Veterinarian – Area Chief of Staff

• 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 in their assigned hospitals.
• Partner with the Practice Manager to ensure every pet receives consistent care aligning with the six domains of quality.
• Own doctor engagement and retention by consistently assessing risk and ensuring a proactive retention strategy.
• Provide effective medical leadership to their hospital teams by driving an inclusive and collaborative work environment.
• Validate clinical skillsets and alignment with quality standards through medical record reviews and audits.
• Champion preventive care culture and deliver an excellent hospital experience to student externs and veterinary candidates.

Paralegal

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Provide support to employment counsel on a broad range of workplace legal matters including associate relations, policy implementation, compliance programs, internal investigations, and litigation support.
• Assist with the management of employment-related claims, including EEOC/administrative charges, demand letters, and litigation, including coordinating with outside counsel, maintaining case files, and tracking deadlines.
• Assist with and manage professional licensing and liability matters.
• Help manage and maintain the employment policy library, working with legal and P&O teams to track revisions, approvals, and updates for North American policies.
• Perform legal and factual research related to employment laws, regulations, and developments in North America; prepare summaries or memoranda as needed.
• Support intake and triage of legal requests and ensure timely routing and follow-up.
• Assist in preparation of training materials, presentations, and communications for business teams related to employment law and compliance topics.
• Track and maintain records and metrics related to employment matters (e.g., litigation tracking, compliance calendar, investigation log).
• Contribute to knowledge management and process improvement initiatives across the Legal COE.
• Other job duties as necessary.

Paralegal, Employment Law

• Lead, develop and manage associate veterinarians in their hospitals.
• Ensure Banfield can attract, develop, engage and retain doctors.
• Drive the culture and delivery of quality care by the veterinary provider team (DVM, CVT, VA).
• Act as Responsible Veterinarian for Veterinary and Pharmacy Board Permits.
• Own doctor engagement and retention by assessing risk and creating a culture of community and engagement.
• Provide effective medical leadership to their hospital teams.
• Validate the clinical skillset and alignment with quality standards.
• Oversee the coaching program for newly hired veterinarians.