Ethos Veterinary Health

Operations

• Coordinate day-to-day operational activities across multiple concurrent research and market studies, balancing tactical execution with strategic oversight.
• Develop and refine standardized workflows for project initiation, contracting, invoicing, and reporting to ensure consistency and scalability.
• Implement and maintain tools (e.g., Smartsheet, Power BI, SharePoint) that enhance visibility into project timelines, deliverables, and financial performance.
• Partner with cross-functional teams to drive operational efficiency, automate manual workflows, and identify continuous improvement opportunities.
• Maintain clear documentation and version control for operational and financial records, ensuring audit readiness and transparency.
• Lead all invoicing and billing activities for Ethos Science projects using QuickBooks or equivalent systems.
• Collaborate with the Senior Director of Science, Legal, and Finance to draft and finalize project contracts, Statements of Work (SOWs), and budget agreements.
• Track project-level and aggregate revenue; monitor cash flow and payment reconciliation; and support financial forecasting and reporting.
• Maintain an organized database of executed agreements, renewals, and amendments, ensuring contractual compliance and timely updates.
• Support sponsor updates and progress reporting, contributing to a consistent and professional client experience across all studies.

Science Operations Manager

QA Engineer

• Conducts training programs that are aligned with hospital procedures, call handling protocols, and hospitality objectives.
• Completes quality assurance evaluations utilizing the QA scorecard that measures client service and performance consistently and objectively.
• Participates in training NSC new hires and agents.
• Demonstrates excellent agent performance throughout the training process.
• Evaluates call recordings and online client communications.
• Assists the QA Training Manager to ensure the Agent Help Center information is accurate and up to date.
• Assists NSC QA & Training Manager with performance improvement initiatives as requested by the NSC Managers.
• Conducts training that fosters consistent, quality client experiences.
• Communicates needs for new or updated training materials to the NSC QA Training Manager.

Science Operations Manager

National Service Center Quality Assurance and Training Specialist