Manager, Pet Care, Veterinary Success
Vetster Inc.
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Lead the day-to-day operations of the care platform, balancing the needs of pet parents, veterinary professionals, and the business.
- Set priorities and direction for the Pet Care and Veterinary Success teams, ensuring daily activities align with pet health outcomes and marketplace performance.
- Act as the primary decision maker for how care is delivered day-to-day, including workflow design, escalation paths, service standards, and cross-team handoffs across Vetster.
- Own chat performance, including quality, responsiveness, and resolution outcomes, while ensuring enterprise accounts receive consistent, high-touch support.
- Guide teams through growth and change while maintaining consistent, high-quality care.
- Direct proactive identification of care gaps, follow-ups, and re-engagement opportunities (e.g., lapsed clients, medication adherence).
- Translate clinical insights into actions that improve pet outcomes, client trust, retention, and VetsterRx performance.
- Ensure teams focus on high-impact activities that balance compassionate care with operational efficiency.
- Own the health, reliability, and engagement of Vetster’s veterinary professional network.
- Optimize scheduling, coverage, and capacity to meet demand while supporting veterinarian wellbeing.
- Ensure accountability for appointment quality, reliability, and prescribing standards through monitoring and coaching.
- Lead and develop Team Leads responsible for day-to-day execution.
- Deploy teams effectively across peak demand and downtime, emphasizing proactive outreach and quality improvement.
- Use KPIs and frontline insights to drive performance across pet health outcomes, client satisfaction, vet reliability, and revenue.
- Partner with senior leadership to evolve and scale.
Requirements
- 3+ years of experience as a Veterinary Practice Manager or equivalent in a multi-site veterinary organization in the U.S.
- Proven ability to oversee day-to-day operations, including scheduling, workflow management, and team coordination.
- Experience working closely with veterinarians and RVTs to drive performance, quality care, and operational efficiency.
- Strong leadership experience, including coaching and developing supervisors or team leads.
- Familiarity with telemedicine or centralized clinical operations (preferred).
- Experience using data to drive operational decisions and improvements (preferred).
Benefits
- Unlimited access to Vetster for your pets.
- Generous vacation and personal day policy.
- Comprehensive health and dental benefits for you and your family.
- Competitive salary with market alignment.
- 401k matching and Employee Stock Option Plan.
- Parental leave top-up.
- Opportunities for career growth and international assignments.
- A culture of inclusivity, equity, and team engagement.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workflow managementschedulingperformance metricsdata analysisquality improvementoperational efficiencytelemedicineclinical operationsteam coordinationcoaching
Soft skills
leadershipcommunicationproblem-solvingadaptabilitycollaborationdecision makingclient trustengagementproactive outreachchange management