Regional Director, Operations

Bond Vet is on a mission to strengthen the human-animal bond through better pet care. We offer primary and urgent care, so we’re there for pets when they need us most. Our clinics are designed with pets and people in mind: warm, friendly, and highly sniffable. We balance this design with a strong focus on technology, all built in-house, which means we can easily innovate our systems to improve the veterinary team, pet, and client experience.

 

Bond Vet is building the next generation of veterinary clinics from the ground up — and we’re looking for a Regional Director, Operations to help lead Bond Vet’s high-growth business. 

This leader will be responsible for operating scalable clinical infrastructure within their region while ensuring the delivery of world-class care and customer service. They will be charged with executing company strategy to fuel rapid growth. The Regional Director of Operations will partner with their Regional Medical Director (s) to facilitate strategic growth and expansion, practice utilization/optimization, and overall customer experience. The role is designed as a general management role with the responsibility to lead both medical and non-medical professionals across their portfolio of clinics (e.g. Clinic Medical Directors, Clinic Managers and Area Managers) and full responsibility for P&L results.

The Regional Director, Operations must have a customer-first, services-based approach, with an understanding of the importance of rigorous operational implementation to drive seamless consumer experience. They must be able to work with veterinarians, as well as other medical professionals, to build a technology-enabled, consumer-centric, and highly efficient veterinary business. This leader must have the flexibility required to succeed in a fast-paced, entrepreneurial environment and must be excited by the concept of helping to define the new practice of veterinary care for both customers and health professionals. They should be motivated by complex problems and unstructured environments and must thrive at establishing new paradigms for service delivery. They must understand the importance of coaching and model the ‘how’ alongside their teams.

This role will support clinics in the Boston Area and potentially another future region.

Responsibilities

• Overall: Responsible for delivering on our clinical goals for Employees, Clients & Pets and the Business (P&L).
• Direct Reports: Lead a team of medical and non-medical clinic leaders with responsibility for a portfolio of clinics (with a target of 10 - 15 in total).  Team will include Medical Directors, Clinic Managers (and Area Managers where applicable).
• Clinical Operations: Responsible for clinic operations and support. Supports the scale and operational needs of Bond Vet. Maintains and improves cost, customer service and employee outcomes.
• Scheduling: Owns doctor and support staff schedules (including per diems and floating temps) and drives innovation in labor cost optimization through scheduling practices.
• Staffing – Supply/Demand/Quality: Responsible for growth as it relates to Bond Vet’s human capital capacity. This includes hiring across all clinics matching supply and demand within practices.
• Clinic expansion: Aligns operations to contribute to on time clinic launches.
• Consumer-centricity: Drive Bond Vet’s customer focus by leveraging proven tactics and innovation to constantly move the needle on performance, leveraging best-in-class customer KPIs.
• Leadership: Provide leadership and development to your team. Build a bench of successors.
• Team builder: Build, train and lead a world-class operations team with the skill and passion necessary to achieve short- and long-term goals
• Acts as an ambassador of Bond Vet within the veterinary community and the public at large

Skills of this leader include;

• Strong project management skills to meet deadlines and gain appropriate adoption
• Ability to lead with a high degree of integrity and accountability
• Ability to think critically, analytically and strategically
• Collaborative mindset, the desire to lead and elevate others
• Experience building and operating in an high growth business

Qualifications

• Relevant experience leading multi-site operations teams in a service business (healthcare and veterinary preferred), colla