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About the Role
This role will play an important part in shaping the next chapter of our combined organization and advancing our shared mission to transform veterinary care. At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. 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.
Responsibilities
- Manage, develop, and lead a high-performing team in providing exceptional hospitality and care
- Lead Practice Team meetings 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
- Handle escalated situations with members to ensure resolution
- Maintain a 360° view of the practice and lead the team in ensuring all facilities and brand standards are 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
- Oversee and analyze your practice’s P&L and revenue by type, identifying trends and growing top line revenue
- Manage your practice’s budget with an eye toward building and maintaining profitability
- 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, to maximize utilization of 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
- Oversee practice ordering; manage inventory, including office, medical and retail supplies
- Drive strong practices around deescalation techniques and handling potentially difficult situations
- Ensures a consistent, high-quality experience for all clients by maintaining smooth practice operations, addressing issues promptly, and fostering a welcoming, client-focused environment
- Monitors and responds to client feedback from Net Promoter Scores (NPS), online reviews, and in-person interactions
- 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
Requirements
- 4+ years working in a veterinary or human healthcare practice
- 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
- 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
- Ability to lift at least 25 lbs, on occasion
- Work on your feet for extended periods, as necessary
Skills
- People Management
- Leadership
- Payroll Management
- Time and Attendance Management
- Conflict Resolution
- Financial Analysis
- Budget Management
- Inventory Management
- Scheduling
- Process Improvement
- Client Relations
- Data Analysis
- Business Acumen
- Technology Navigation
- Organization
- Prioritization
- Customer Service
- De-escalation Techniques
Location
- East Coast
Work Type
- Full-time
- Occasional weekend or evening duties
Experience Level
- 4+ years in veterinary or human healthcare practice
- 2+ years direct team management
Salary/Compensations
- Competitive salary
Benefits
- Health, dental + vision insurance
- 401K contributions
- Upward mobility and growth opportunities
- Flexible paid-time off, parental leave, and company wide holidays
- Health & Wellness Monthly Stipend
- Discounted veterinary care for your loved ones
- Growth opportunities
About the Company
- Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike.
- Through our membership model, we deliver exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality in thoughtfully designed, stress-free spaces.
- Founded in 2019 with our flagship location in Manhattan’s West Village, Small Door has quickly expanded across the East Coast.
- In July 2026, Small Door and Bond Vet merged to build a more connected, accessible, and compassionate veterinary care experience across routine, primary, and urgent care.
- The combined organization will span more than 55 clinics across major Northeast, Mid-Atlantic, and Midwest markets, serving over half a million pets.
- 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!
Equal Opportunity
- 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.