Role Summary
The Regional Director of Operations (RDO) is responsible for leading and developing Market Operations Leaders and ensuring consistent, high-performing operational execution across a defined region of clinics. This role partners closely with Regional Medical Leadership to align operational priorities with clinical excellence while preserving the Lead Veterinary Partner’s ownership and authority at the clinic level. The RDO plays a key role in developing people leaders, supporting team engagement, and partnering with HR to ensure strong leadership, retention, and a positive team member experience across the region.
Key Responsibilities
Lead, coach, and develop Market Operations Leaders as people leaders, coaches, and communicators
Provide guidance to Market Ops Leaders on coaching, escalation management, and PM development
Ensure consistent execution of operational standards, KPIs, and initiatives
Oversee regional performance in labor management, staffing stability, compliance, team member experience and client experience
Drive successful implementation of enterprise initiatives (e.g., forward booking, recalls, payment solutions, workflow changes)
Support remediation plans for underperforming clinics
Monitor regional KPIs and provide actionable insights to VP of Operations
Partner with Regional Medical Leadership to ensure alignment with LVP’s on strategy and decisions to ensure successful operational execution
Serve as escalation point for operational, staffing, and compliance risks
Success Metrics
Regional KPI performance (revenue, labor %, NPS, visits, compliance, staffing stability)
Market Ops Leader development and retention
Consistent execution of operational initiatives
Team Member engagement and retention
Reduction in escalations and operational risk events
Key Relationships Reports to: VP of Operations
Partners with: VP Veterinary Partner Success, CMO, Market Ops Leaders, LVPs
Qualifications & Skills
Demonstrated expertise in multi-site healthcare operations leadership
Strong business acumen with advanced capability in financial analysis, labor management, and performance optimization
Exceptional executive communication and stakeholder management skills
Proven ability to lead, coach, and develop operations leaders
Advanced conflict resolution and escalation management skills
Strategic thinker with the ability to translate enterprise priorities into regional execution
High emotional intelligence and professional judgment
Ability to operate independently in a fast-paced, high-accountability environment
Strong alignment with CityVet’s mission, values, and partner-centric culture
Requirements
Willingness to travel up to 75% of the time within the assigned region
Bachelor’s degree required; advanced degree preferred
Preferred 5–10 years of progressive leadership experience in multi-site healthcare operations
Proven experience leading managers or regional teams
Strong proficiency with operational dashboards, PIMS, and business systems (ezyVet preferred)
Advanced understanding of financial statements and operational KPIs
Deep knowledge of veterinary operations and compliance standards
#J-18808-Ljbffr
Key Responsibilities
Lead, coach, and develop Market Operations Leaders as people leaders, coaches, and communicators
Provide guidance to Market Ops Leaders on coaching, escalation management, and PM development
Ensure consistent execution of operational standards, KPIs, and initiatives
Oversee regional performance in labor management, staffing stability, compliance, team member experience and client experience
Drive successful implementation of enterprise initiatives (e.g., forward booking, recalls, payment solutions, workflow changes)
Support remediation plans for underperforming clinics
Monitor regional KPIs and provide actionable insights to VP of Operations
Partner with Regional Medical Leadership to ensure alignment with LVP’s on strategy and decisions to ensure successful operational execution
Serve as escalation point for operational, staffing, and compliance risks
Success Metrics
Regional KPI performance (revenue, labor %, NPS, visits, compliance, staffing stability)
Market Ops Leader development and retention
Consistent execution of operational initiatives
Team Member engagement and retention
Reduction in escalations and operational risk events
Key Relationships Reports to: VP of Operations
Partners with: VP Veterinary Partner Success, CMO, Market Ops Leaders, LVPs
Qualifications & Skills
Demonstrated expertise in multi-site healthcare operations leadership
Strong business acumen with advanced capability in financial analysis, labor management, and performance optimization
Exceptional executive communication and stakeholder management skills
Proven ability to lead, coach, and develop operations leaders
Advanced conflict resolution and escalation management skills
Strategic thinker with the ability to translate enterprise priorities into regional execution
High emotional intelligence and professional judgment
Ability to operate independently in a fast-paced, high-accountability environment
Strong alignment with CityVet’s mission, values, and partner-centric culture
Requirements
Willingness to travel up to 75% of the time within the assigned region
Bachelor’s degree required; advanced degree preferred
Preferred 5–10 years of progressive leadership experience in multi-site healthcare operations
Proven experience leading managers or regional teams
Strong proficiency with operational dashboards, PIMS, and business systems (ezyVet preferred)
Advanced understanding of financial statements and operational KPIs
Deep knowledge of veterinary operations and compliance standards
#J-18808-Ljbffr