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Regional Manager of Operations

FLSA Status:

EEOC Classification:

Reports to: Sr Regional Director of Operations

Location: Varies

SUMMARY

The Regional Manager of Operations (RMO) provides direct operational support to a group of veterinary hospitals within a defined region. This role focuses on driving daily operational consistency, supporting Practice Managers, reinforcing medical and service standards, and helping hospitals achieve financial and performance targets. The Regional Manager is a hands-on operational partner who works closely with both Practice Managers and Office Managers to ensure exceptional patient care, client experience, and team engagement.

ESSENTIAL DUTIES & RESPONSIBILITIES

Quality of Care

• Ensure each Practice Manager leads hospitals to a high level of customer service to our clients and pets.
• Ensure all CVP medical and non-medical standards are upheld; works with the Medical and Operational Advisory Boards to improve upon those falling short.
• Ensure compliance with all policies and procedures with all local, state and federal laws.
• Ensure the safety of pets, clients and team members and the maintenance of clean, safe and organized hospitals.
• Monitor client feedback, NPS, online reviews, and service metrics to drive improvement.
• Conduct regular practice assessments and support corrective action plans.
• Maintain controls for inventory, controlled drugs, and medical record documentation.
• Help hospitals implement service standards and resolve escalated client concerns.
• Promote consistent, high-quality client experience across all locations.

Operational Leadership & Execution

• Provide operational support for 5–12 veterinary hospitals, depending on size and complexity.
• Conduct regular hospital visits to assess operations, workflows, staffing, safety, and client service.
• Assist Practice Managers in implementing company SOPs, policies, and quality standards.
• Troubleshoot operational challenges and support day-to-day decision-making.
• Manage P&L performance for all hospitals in the region.
• Ensure consistent execution of scheduling, inventory management, and front desk protocols.
• Review weekly and monthly operational KPIs and financial reports with hospital leaders.
• Help Practice Managers manage labor efficiency, cost controls, and productivity targets.
• Support execution of strategic initiatives that drive revenue growth and operational efficiency.
• Identify performance gaps and assist in developing improvement plans.
• Coach, mentor, and support Practice Managers to strengthen leadership and operational skills.
• Partner with Medical Directors to foster positive hospital culture and alignment.
• Assist with hiring, onboarding, and training of key hospital roles.
• Support employee engagement efforts and help address workplace challenges or conflicts.

P&L Responsibility

• Forecasting: Using financial data to predict future outcomes, such as revenue and expenses.
• Financial analysis: Going beyond basic data to interpret performance, identify anomalies, and understand what is driving profitability.
• Cost control: Identifying and implementing strategies to manage and reduce costs.
• Business planning: Developing plans that align financial goals with operational strategies.
• Software proficiency: Using tools like Excel, and ERP systems such as SAP or Oracle to manage and analyze data.

Integration & Growth

• Support integration activities for newly acquired hospitals, ensuring smooth transitions.
• Assist with rollout of new systems, technology platforms, or programs.
• Provide feedback to leadership on regional needs, challenges, and resource requirements.

SUPERVISORY RESPONSIBILITIES

The Regional Manager of Operations is responsible for managing all hospital team members and directly supervisors’ hospital Practice Managers and Office Managers.

REQUIRED EDUCATION & EXPERIENCE

• Bachelor’s degree in business, Healthcare Administration, Veterinary Management, or related field
• (or equivalent experience in multi-site operations).
• 3+ years of management or multi-site operations experience, preferably in veterinary, medical, pet services, or similar service industry.
• Strong understanding of customer service, staff management, scheduling, and workflow operations.
• Ability to analyze data, understand KPIs, and manage performance plans.
• Excellent communication, coaching, and relationship-building skills.
• ideally located in the Cincinnati area

Preferred

• Veterinary or animal health industry experience.
• Knowledge of veterinary practice management software.
• Experience in a fast-paced, growing multi-location business environment.

CERTIFICATIONS, LICENSES, REGISTRATIONS

Certification in Veterinary Practice Management is preferred.

COMPETENCIES

• Hands-on leadership and coaching
• Operational troubleshooting
• Time management and prioritization
• Communication and interpersonal skills
• Accountability and follow-through
• Team collaboration
• Client service mindset
• Adaptability and change support

COMPUTER SKILLS

To perform this job successfully, an individual should have working knowledge of financial accounting systems; MS Excel, MS Word, and MS PowerPoint. Experience with Veterinary software a plus.

TRAVEL REQUIREMENTS

• Ability to travel regularly to hospitals (50–70%) in the Cincinnati/Tn area
• May be required to participate in operational meetings hosted by CVP with the potential to attend off-site conferences, seminars, and workshops.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

WORKING ENVIRONMENT

This job operates in a remote work and Veterinary Hospital environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers. CVP does not discriminate in hiring or employment on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, marital status, or any other characteristic protected by applicable law.

Community Veterinary Partners. is committed to equal opportunity in employment. It is the Company’s policy that equal employment opportunity be provided without regard to age, race, color, sex, religion, national origin, sexual orientation, disability, covered veteran status, or any other status protected by law.

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