Job Description

Job Description

Job Description

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality in spaces designed by animal experts to be stress-free. We opened our flagship location in Manhattan's West Village in 2020 and have quickly expanded across the East Coast. Small Door now operates in New York City, Boston, Washington DC, and Maryland with continued expansion plans in 2025.

At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends. 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.

• People Management and Leadership

• Manage, develop, and lead a high-performing team in providing exceptional hospitality and care
• Create opportunities for team bonding as a practice
• Lead team meetings in collaboration with the Managing Veterinarian and Managing Nurse, ensuring relevant information sharing
• Uphold a culture of safety, compliance, collaboration, and inclusivity
• Manage bi-weekly payroll for all hourly practice employees
• Take ownership of and handle escalated situations with members to ensure resolution; enlisting the support of Regional Leadership as needed
• Maintain a 360&degree; view of the practice and lead the team in ensuring that all facilities and brand standards are being met

• P&L Responsibilities

• Oversee and analyze your practice's P&L and revenue by type, identifying trends and growing top line revenue with support from regional leadership
• Manage your practice's budget with an eye toward building and maintaining profitability (including COGs, labor, and inventory management)

• Operational Oversight

• Collaborate with Managing Veterinarian and regional leadership to optimize average care transaction (ACT) and ensure consistency in invoicing
• Manage and optimize the appointment schedule, including surgery and specialist bookings, with an eye towards maximizing utilization of our doctors and nurses while ensuring adequate coverage
• Partner with HQ and regional leadership to create, review, improve and implement new initiatives and processes; ensure they are followed by all practice team members

Who you are

• 4+ years working in a veterinary or human healthcare practice and 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
• Comfortable with navigating technology platforms including Excel and Google Suite
• Emotionally intelligent and autonomous
• Customer service-oriented and focused on the details
• This is a full-time position - typically Monday through Friday - however, as a leader of one of our practices, you are expected to have the flexibility to work occasional weekend or evening duties

What you'll get

• Competitive salary
• Equity ownership
• Health, dental + vision insurance
• 401K (plus 4% company match)
• Upward mobility and growth opportunities
• Generous paid-time off, parental leave, and company wide holidays
• One Medical membership, Commuter benefits, Carrot Fertility benefits, subsidized Health & Wellness benefits
• Discounted veterinary care for your loved ones
• Growth opportunities
• An opportunity to make a real impact on the people around you
• A collaborative group of people who live our core values and have your back

Small Door is proudly a public benefit corporation and 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.

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