What are the responsibilities and job description for the Regional Director of Operations position at CityVet Career Center?
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