Associate, Ecommerce Clinic Growth

National Veterinary Associates; Northern (KY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

National Veterinary Associates is building the Clinic Growth team from the ground up to support veterinary clinics through localized online storefronts and to drive Home Delivery adoption at scale.

The Associate, Ecommerce Clinic Success will manage a portfolio of clinics, identify opportunities, remove barriers, and work with field teams to improve workflows and key metrics, enabling clinics to grow and succeed.

Qualifications

• 3 to 5 years of experience in clinic operations, multi-site operations, customer success, account management, training, field enablement, or a related field.

Responsibilities

• Support a portfolio of clinics by helping teams increase Home Delivery awareness, confidence, and adoption.
• Help clinics optimize day to day workflows to improve adoption, engagement, and order approval speed.
• Monitor clinic trends and identify where additional support, training, or follow up may be needed.
• Partner with Division Directors, Regional Operations leaders, and Hospital Managers to support local growth priorities.
• Share clinic feedback and recurring themes with the broader team to improve programs and resources.

Skills

Clinic operations

Multi-site operations

Customer success

Account management

Training

Job description

National Veterinary Associates is one of the largest and most respected communities of veterinary hospitals in the world, operating nearly 1,000 hospitals in North America and caring for more than 8,000,000 animals every year. That’s a lot of pets, a lot of families, and a lot of people showing up every day because they genuinely love what they do. NVA is backed by JAB Holding, and every person who joins us is driven by the same mission: excellent, accessible care that improves the lives of animals and the people who love them. We’ve been at this for 25+ years and we’re just getting to the good part.

Team & Position:

Our ecommerce business is early stage, fast growing, and built to support veterinary clinics through localized online storefronts. We are building the Clinic Growth team from the ground up, and this role will play a critical part in defining what great clinic engagement looks like at scale.

The Associate, Ecommerce Clinic Success willsupporta portfolio of clinics by helping teams grow Home Delivery adoption,optimizeworkflows, and build confidence with ecommerce. Clinics own their performance. This role helps clinics and field teamsidentifyopportunities, remove barriers, and take practical actions that support growth against key metrics.

Associates on the Clinic Growth team share a common foundation of clinic support, training, and initiative execution. Each Associate will also take on specialized ownership areas based on team priorities, strengths, and business needs.

This position reports to the Manager, Clinic Success and is expected to bring curiosity, ownership, and a strong service mindset to helping clinics succeed with Home Delivery.

What You’ll Do

Support Clinic Growth and Adoption

• Support a portfolio of clinics by helping teams increase Home Delivery awareness, confidence, and adoption
• Help clinicsoptimizeday to day workflows to improve key metrics such as adoption, engagement, and order approval speed
• Monitor clinic trends andidentifywhereadditionalsupport, training, or follow up may be needed
• Partner with Division Directors, Regional Operations leaders, and Hospital Managers to support local growth priorities
• Help clinics understand what is working in top performing locations and how those practices can be applied more broadly
• Share clinic feedback and recurring themes with the broader team to improve programs and resources
• Proactively use clinic performance trends and health data to identify at-risk or growth opportunities, prioritize outreach, and provide targeted support that helps improve adoption and utilization.

Build Trusted Clinic and Field Partnerships

• Build strong relationships with clinics and field teams by understanding how theyoperateday to day
• Serve as a practical partner to clinics as they navigate Home Delivery questions, opportunities, and barriers
• Provide 1:1 clinic support when deeper engagement is needed
• Help clinics work through challenging situations with empathy, clarity, and follow through
• Represent the voice of clinics and help close gaps between strategy and day to day execution
• Through "Voice of the Clinic", identify recurring clinic needs and successful approaches, and help turn those learnings into scalable actions.

Deliver Training and Engagement

• Participate in lunch and learns, clinic trainings, and divisional meetings as needed
• Deliver coaching and enablement that helps clinic teams feel comfortable and authentic discussing Home Delivery with clients
• Support engagement programs, contests, campaigns, and activation efforts that create momentum and drive adoption
• Reinforce simple workflows and best practices that help clinics make Home Delivery part of their routine and support KPI improvement

Execute Initiatives and Support Team Operations

• Execute assigned portfolio wide initiatives such as speed to order approval, clinic activation efforts, or workflow improvement programs
• Use clinic feedback and KPI trends to adjust follow up, reinforce workflows, and support sustained adoption
• Coordinate with peers to support consistent execution across clinics and divisions
• Monitor and respond to Home Delivery inbox activity as part of shared team coverage
• Help resolve clinic questions and issues by coordinating with internal teams and platform partners
• Support manufacturer funded or partner supported initiatives when aligned to Clinic Successpriorities

What We’re Looking For

• 3 to 5 years of experience in clinic operations, multi-site operations, customer success, account management, training, field enablement, or a related field
• Vet med, animal health, or clinic operations experience preferred but notrequired
• Former hospital managers or practice managers are especially strong fits
• Strong relationship builder who earns trust with clinics and field teams
• Comfortable using data and feedback toidentifyopportunities and prioritize action
• Clear, practical communicator who can turn ideas into action
• Hands on problem solver who follows through and keeps momentum moving
• Travel is expected to be no more than 10% to visit and engage with clinics

Who You Are

You are someone who builds trust quickly because you listen first, understand how clinics operate, and show up with practical support.You care about helping clinic teamssucceedand you know adoption grows when people see how Home Delivery can make work easier, improve the client experience, and support the business.

You like being close to the field. You are comfortable joining a lunch andlearn, helping a clinic work through a challenge, presenting at a divisional meeting, or following up on an issue that is slowing adoption.

You bring energy, persistence, and curiosity. You do not need a perfect playbook to get started. You learn what works, share it with others, and help improve the way the team supports clinics over time.

Compensation

FSLA Status: Exempt

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.

At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us:

- We’ll always reach out via verified LinkedIn profiles or emails ending in @nva.com

- We may also contact you via text message from an identified NVA representative for recruiting-related communication

- All job opportunities and applications are hosted on our official careers site: careers.nva.com

- There is no cost or confidential information required to apply or be considered for a position

If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at [e-mail]. Thank you for exploring opportunities at NVA!

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.