Job Description

Job Description

Job Description

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 2019 and have quickly expanded across the East Coast. Small Door now operates in New York City, Boston, Washington DC, Maryland and Virginia with continued expansion plans in 2026.

At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends. Our Practice Managers are key business stakeholders in the field and report directly up to our Regional Manager of Practice Operations. We are committed to a healthy work/life balance by leveraging state-of-the-art technology to help cut down on repetitive administrative tasks, and are dedicated to creating and maintaining a positive work culture. Small Door is also the first and only veterinary provider in the country to earn Certified B-Corp status - meaning we abide by strict standards!

People Management and Leadership:

• Manage, develop, and lead a high-performing team in providing exceptional hospitality and care
• Lead Practice Team meetings (in collaboration with the Clinical Leadership), in order to cascade operational updates and drive change within your practice.
• Uphold a culture of safety, compliance, collaboration, and inclusivity
• Manage bi-weekly payroll, and time and attendance for practice employees
• Take ownership of and handle escalated situations with members to ensure resolution; enlisting the support of regional leadership as needed
• Maintain a 360&degree; view of the practice and lead the team in ensuring that all facilities and brand standards are being met
• Manage, grow and develop your current team, while fostering an inclusive environment
• Owns the engagement of all staff within the practice, as well as plans and executes larger quarterly outings or events for your team.
• Act as a Hiring Manager and strong partner to the recruiting team, in order to grow your practice and manage backfills
• Oversee the onboarding of new employees into the practice to ensure understanding of workflows and processes.

Operational & Clinical Excellence:

• Oversee and analyze your practice's P&L and revenue by type, identifying trends and growing top line revenue with support from regional leadership
• Manage your practice's budget with an eye toward building and maintaining profitability (including COGs, labor, and inventory management)
• Review KPI dashboards daily/weekly/monthly etc. and craft business plans for your practice

• Collaborate with Managing Veterinarian and regional leadership to meet and exceed revenue targets for the clinic
• Manage and optimize the appointment schedule, including surgery and specialist bookings, with an eye towards maximizing utilization of our doctors and nurses while ensuring adequate coverage
• Create, update and maintain quarterly nursing and member experience schedules in line with practice budgets and forecasted revenue
• Partner with HQ and regional leadership to create, review, improve and implement new initiatives and processes; ensure they are followed by all practice team members
• Oversee practice ordering; manage inventory, including office, medical and retail supplies
• Drive strong practices around deescalation techniques and handling potentially difficult situations

Member Experience:

• Ensures a consistent, high-quality experience for all clients by maintaining smooth practice operations, addressing issues promptly, and fostering a welcoming, client-focused environment throughout the practice.
• Monitors and responds to client feedback from Net Promoter Scores (NPS), online reviews, and in-person interactions while escalating trends or concerns to leadership and supporting implementation of any improvements.

Manager on Call:

• You will be asked to work 1 weekend day a quarter, along with the responsibility for being "on call" one weekend a month for emergency situations that require managerial intervention outside of regular business hours. This position requires you to be reachable and responsive, although actual calls are expected to be infrequent

• 4+ years working in a veterinary or human healthcare practice and at least 2 years experience directly managing a team, coaching performance, and leading through change
• Experience in a hospitality role and/or fast-paced startup is a plus but not required
• Strong business acumen and using data to achieve valuable insights; experience reading, understanding, and managing P&Ls is a plus
• Comfortable with navigating technology platforms, including Excel and Google Suite, with the ability of picking up new software and tech quickly
• A self-starter and comfortable with being autonomous
• Highly organized with the ability to prioritize multiple tasks with tight deadlines
• Customer service-oriented and focused on the details
• You have the ability to lift at least 25 lbs, on occasion and work on your feet for extended periods, as necessary.
• This is a full-time position - typically Monday through Friday - however, as a leader of one of our practices, you are expected to have the flexibility to work occasional weekend or evening duties

Small Door is proudly committed to creating a diverse, inclusive and equitable workplace. We encourage qualified applicants of every background, ability, and life experience to apply to appropriate employment opportunities.

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