Market Operations Leader

CityVet Support Staff; Oak Lawn (IL); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

401(k) match

Health Insurance

Paid time off

Floating holidays

Parental leave

Telemedicine

Job summary

CityVet is seeking a Market Operations Leader to coach Practice Managers and ensure consistent operational execution across a group of clinics. This remote-based role travels frequently to clinics in the South Atlantic region, driving performance, staffing stability, and client experience while aligning with the Lead Veterinary Partner’s leadership.

The role emphasizes training, 1:1 coaching, and leading market-level initiatives to improve forward booking, recalls, and KPI performance, with a

Qualifications

• 5+ years of veterinary operations or management experience, preferably multi-site.
• Experience coaching managers or leading teams.
• Proficiency in PIMS, scheduling systems, and operational reporting tools.
• Solid understanding of clinic financials and labor metrics.

Responsibilities

• Hire and provide training support for new Practice Managers.
• Coach and develop Practice Managers through regular 1:1s and field support.
• Drive execution of operational initiatives (forward booking, recalls, NPS, payment tools, workflows).
• Monitor clinic P&L and KPIs and provide performance feedback.
• Support staffing plans, scheduling optimization, and labor management.
• Lead efforts to uphold client and team experience KPIs and escalate issues.
• Ensure compliance with OSHA, DEA, inventory, and documentation standards.
• Partner with LVPs to execute on operational priorities and expectations.
• Lead regular market-level meetings to develop PMs and communicate company initiatives.
• Share best practices across clinics.

Skills

Operational leadership

Coaching abilities

Scheduling & staffing

KPI execution

Communication

Problem solving

Organization/detail

Results oriented

Education

Bachelor’s degree preferred

Tools

PIMS

Scheduling systems

Operational reporting tools

Job description

At CityVet, care is personal. It’s the way we care for our patients, connect with our clients, and support one another. Our vet-led clinics are built around people who are passionate about making a difference and empowered to provide care in a way that feels authentic to them. When you join CityVet, you’re joining a team that values who you are, invests in where you want to go, and believes the best care starts with people who truly care. That’s Your Kind of Care.

Market Operations Leader

Role Summary

The Market (or Area) Operations Leader is responsible for coaching and supporting Practice Managers to ensure consistent operational execution across a group of clinics. This role serves as the primary operational partner to PMs, helping drive performance, compliance, staffing stability, and client experience while respecting the Lead Veterinary Partner’s ownership and leadership authority.

This is a remote-based position would require frequent travel to our clinics located in the South Atlantic region.

Key Responsibilities

· Hire and provide training support for new Practice Managers

· Coach and develop Practice Managers through regular 1:1s and field support. Areas of focus include (but are not limited to) hiring, onboarding, training, leadership, communication, performance management

· Drive execution of operational initiatives (forward booking, recalls, NPS, payment tools, workflows)

· Monitor clinic P&L and KPIs and provide performance feedback

· Support staffing plans, scheduling optimization, and labor management

· Lead efforts to uphold client and team experience KPIs, driving prompt escalation of complaints, risks or performance issues to Regional Operations

· Ensure compliance with OSHA, DEA, inventory, and documentation standards

· Partner with LVPs to execute on operational priorities and expectations

· Lead regular market-level meetings to develop PMs and communicate company initiatives

· Share best practices across clinics

Success Metrics

· PM performance and engagement

· Team member engagement and retention

· Clinic KPI consistency

· Compliance and staffing stability

Key Relationships

Reports to: Regional Director of Operations Partners with: LVPs, PMs, Regional Ops, VP Vet team

Qualifications & Skills

· Strong operational leadership experience in veterinary, healthcare or service-based environments

· Excellent interpersonal and coaching skills with the ability to influence without direct authority

· Proven capability in scheduling, staffing, labor management, and KPI execution

· Effective problem-solver with strong situational judgment

· Skilled in conflict resolution and performance coaching

· Clear, confident communicator with strong follow-through

· Highly organized with strong attention to detail

· Self-directed, adaptable, and results-oriented

· Commitment to CityVet’s values and partner model

Requirements

· Willingness to travel frequently within assigned market

· Bachelor’s degree preferred

· Minimum 5+ years of veterinary operations or management experience, preferably multi-site

· Experience coaching managers or leading teams

· Proficiency in PIMS, scheduling systems, and operational reporting tools

· Solid understanding of clinic financials and labor metrics

· Knowledge of regulatory and safety requirements

Caring For You

We know that caring for people and their pets requires energy, empathy, and resilience, so we make it a priority to care for our people by investing in programs, resources, and benefits that support their professional and personal well-being. Eligible Team Members may choose from a range of benefits that help support them and their families through every stage of life.

• Investment in Your Future. A 401(k) retirement savings plan with a 4% employer match, a Health Savings Account option, and growth opportunities.
• Work-Life Balance.Enjoy paid time off and floating holidays, flexible schedules, and paid parental leave.
• Exceptional Health and Supplemental Benefits. Health, Dental (+Adult Ortho option!), Vision, Disability, & Life Insurance, Personal Pet-Care Program, Employee Discount Program.
• Care When You Need It. We provide free telemedicine for all full-time team members and their families, as well as comprehensive in-the-moment mental health benefits through our robust Employee Assistance Program.

Qualified resume submissions are considered for employment without regard to race, religion, sex, national origin, marital status, sexual orientation, veteran status, or disability. If you choose to complete this survey, your responses will be kept confidential. Completion of this form is VOLUNTARY and your decision not to complete it will NOT preclude you from employment consideration.