Operations Support Manager

Summary

Join Ethos Veterinary Health as an Operations Support Manager (OSM), Specialty + ER and become part of a team committed to elevating veterinary operations. This remote-based role, supporting ten hospitals across KS, OH, PA, and TN, requires approximately 70% travel (with potential fluctuation based on needs). The OSM will provide operational support to existing hospitals, support new hospital transitions, and contribute to special projects. This position offers a competitive salary ($115-130k + bonus potential) and a comprehensive benefits package. The ideal candidate will possess strong leadership, problem-solving, and communication skills, along with experience in veterinary medicine or a related field. This role offers the opportunity to make a significant impact on a rapidly growing organization.

Requirements

• Bachelor’s degree or equivalent experience is required
• Learns quickly, rapidly absorbs new information, and determines causal relationships, particularly as related to hospital operations
• Strong problem-solving skills, including using data and analytics to identify insights around business problems and develop pragmatic solutions
• A self-starter able to execute projects in a fast-paced, quickly evolving environment without supervision
• Able to lead relationships with hospital leaders and JV Partners; strong expertise at motivating, coaching and inspiring others
• Strong time management and organizational capability; ability to balance multiple priorities at once
• Outstanding communication skills with a high degree of empathy and self-awareness
• Understands and has passion for the human-animal bond
• Able to travel approximately 70-75% of the time

Responsibilities

• Work directly with a portfolio of 10 sites to improve operational and ultimately financial performance, based on hospital need
• Providing expertise and best practices for hospital marketing tactics, e.g., referral coordination, online reputation management
• Supporting professional development for hospital teams & department
• Improving hospital processes and workflows, including medical / nursing and customer service processes
• Providing oversight and accountability for each practice (for payroll, benefits, financial spends)
• Training and developing hospital staff in operational best practices
• Supporting recruitment and hiring of key hospital leaders & staff as well as providing best practices
• Supporting implementation of new technologies and systems within the hospitals (e.g., roll out of new patient management or inventory management systems)
• Collaborate with Group Leader to develop holistic plans for hospital improvement over time; help analyze financial health of hospitals, diagnose issues, and implement changes
• Ensure hospital leaders are trained in Ethos financial and operational systems, processes, and reports, including new leader onboarding
• Support hospitals with acute site needs, help problem-solve, drive change & enable growth
• Provides interim on-site leadership in the event of Hospital Director vacancies, supporting staff, maintaining hospital operations, and driving the recruitment and onboarding of a new leader
• Partner with the Group Leader to identify and prioritize support of current de novo projects
• Serve as a liaison between project groups and leadership teams
• Host new hospital staff welcome meetings pre-acquisition, and collaborate with various teams (including finance, human resources, accounts payable, and payroll) that support hospital onboarding to meet objectives and timelines
• Oversee and implement all aspects of onboarding newly acquired hospitals, including training and development, change and risk management, and initial operational assessments
• Help new hospitals navigate Ethos processes and liaise between Support Center & Operations teams to fully integrate new hospitals into the Ethos ecosystem (typically a 3-6-month time period)
• Drive special projects at the hospital-, group-, or portfolio-level to improve operational and financial performance of Ethos hospitals (specific efforts determined in collaboration with Group Leader and VP Director of Operations)
• Driving strategic turnaround or transformation efforts at high-profile hospitals
• Developing and implementing programs for Ethos hospitals at the group or portfolio level (e.g., technician training program, hospital leadership development program, procurement and large equipment purchasing guidelines)
• Working with business functions that support hospital operations (e.g., recruiting, finance, HR, marketing) to identify opportunities to Ethos portfolio

Preferred Qualifications

4-6 years of work experience within the Veterinary Medicine industry in a hospital leadership role is preferred, but not mandatory, operations-focused role; multi-site experience is ideal

Benefits

• Medical
• Dental
• Vision
• A 401k with employer match
• Paid time off (including sick time)