Director of Operations Job at Small Door Veterinary
About Small Door
Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality in spaces designed by animal experts to be stress-free. We opened our flagship location in Manhattan's West Village in 2020, followed by multiple practices in the city and Brooklyn. Small Door continues to scale in 2022 by opening additional NYC locations and in markets across the northeast including Boston and Washington DC.
This is the fifth company that Small Door’s founders have been involved in building. In building Small Door, they partnered with the people responsible for beloved consumer experiences like Warby Parker and Sweetgreen, in addition to healthcare innovators such as One Medical, CityMD and Flatiron Health. Small Door has raised $40 million from Lerer Hippeau, Primary Ventures, Brand Foundry, Toba Capital, and Pentland Group. The broader management team brings experience from JustWorks, Casper, One Medical, Soulcycle, Warby Parker, Sweetgreen, The Wing, Gilt Groupe, Lightspeed, and Outbrain.
Our Director of Operations will support Small Door’s momentum while executing on the operations roadmap and supporting KPIs. They will be a consistent advocate for both the business and the customer, and will partner with cross-functional leadership to drive impact through analysis, operational insights, project management and execution of strategic initiatives. This role will be headquartered in NYC (hybrid - working in the office 2 days a week) and report to our Head of Operations.
What you’ll do
- Oversee the workflow optimization, capacity planning, and scheduling standardization for our practices with an eye towards efficient staffing models ensuring the right level of profitability for each of our practices;
- Build the process, infrastructure and personnel to successfully launch new locations by developing scalable operational plans and Improve the speed at which new practices ramp to success;
- Develop, enhance, and execute on an operational plan while filling in the gaps including processes, technology, and team develop for our in practice teams; including call center, technology, and sales team development (in collaboration with our existing team);
- Partner with our medical team to continue to develop the fundamentals of operating each clinic to increase profitability while tackling ambiguous problems and developing scalable solutions;
- Serve as a key connector and cross collaborator across various functions of HQ including People, Medical Leadership, Growth, and Development;
- Support our teams to meet all KPI’s & financial metrics while developing the tools needed for achieving daily, weekly, monthly and annual goals;
- Develop and implement a compliance roadmap;
- Develop and manage our operations performance dashboard;
- Oversee the hiring and training process to create a best-in-class team.
Who you are
- 8+ years experience working in operations;
- 3+ years in a healthcare organization with deep market knowledge, Veterinary medicine is a plus;
- Proven success rising through the ranks of organizations known for their brand, service and customer loyalty;
- Experience launching, scaling and improving operations for a multi-location and multi-market company;
- Demonstrated success with exceeding financial, customer and employee engagement goals with other relevant business metrics;
- Strong business acumen;
- Experience in a high-growth business.
What you’ll get
- Competitive salary, $140,000-$180,000 annually;
- Equity ownership;
- Health, dental + vision insurance;
- 401K (plus 4% company match);
- Upward mobility and growth opportunities;
- Generous paid-time off, parental leave, and company wide holidays;
- CitiBike membership, HealthAdvocate membership, One Medical membership, WageWorks commuter benefits, subsidized Class Pass membership;
- Discounted veterinary care for your loved ones;
- An opportunity to make a real impact on the people around you;
- A collaborative group of people who live our core values and have your back.
Come join Small Door!
Small Door is proudly a public benefit corporation and a certified B Corp. We are committed to creating a diverse, inclusive and equitable workplace. We strive to build a culture where employees can be their fullest selves and their individual contributions are valued.
Folx who are queer, trans, non-binary, Black, Indigenous, people of color, disabled, parents, are/have been system-impacted, are immigrants, and anyone who has experienced systemic oppression and/or are underrepresented in the industry are encouraged to apply.
Small Door requires all employees to be fully vaccinated and boosted against COVID-19. We will consider requests for reasonable accommodation based on disability and/or religious beliefs on an individualized basis.
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