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Small Door is a membership-based veterinary care provider founded in 2019, recently merged with Bond Vet in July 2026 to create a network of 55+ clinics across the Northeast, Mid-Atlantic, and Midwest serving over half a million pets. The company is the first and only veterinary provider in the country to earn Certified B-Corp status.
As Practice Manager in New York City, you will lead a high-performing team and serve as a key business stakeholder reporting directly to the Regional Manager of Practice Operations. You will manage all aspects of practice operations, from people leadership to financial performance and member experience.
PEOPLE MANAGEMENT: Manage, develop, and lead your practice team in delivering exceptional hospitality and care. Lead practice team meetings in collaboration with clinical leadership to cascade operational updates and drive change. Handle escalated member situations, manage payroll and time/attendance, oversee hiring and onboarding, and foster an inclusive, engaged workplace culture. Plan and execute quarterly team events and outings.
OPERATIONAL & CLINICAL EXCELLENCE: Oversee and analyze practice P&L and revenue by type, identifying trends and growing top-line revenue. Manage practice budget with focus on profitability (COGs, labor, inventory). Review KPI dashboards and craft business plans. Collaborate with the Managing Veterinarian and regional leadership to meet revenue targets. Manage and optimize appointment scheduling including surgery and specialist bookings to maximize doctor and nurse utilization. Create and maintain quarterly nursing and member experience schedules aligned with budgets and forecasted revenue. Partner with HQ and regional leadership on new initiatives and process improvements. Oversee practice ordering and inventory management (office, medical, retail supplies). Drive strong deescalation practices.
MEMBER EXPERIENCE: Ensure consistent, high-quality client experience by maintaining smooth operations, addressing issues promptly, and fostering a welcoming environment. Monitor and respond to client feedback from NPS, online reviews, and in-person interactions; escalate trends and support implementation of improvements.
MANAGER ON CALL: Work one weekend day per quarter and be on-call one weekend per month for emergency situations requiring managerial intervention outside regular business hours. Position requires responsiveness, though actual calls are expected to be infrequent.
The role is full-time, typically Monday–Friday, with flexibility for occasional weekend or evening duties. You must be able to lift at least 25 lbs occasionally and work on your feet for extended periods as necessary.
REQUIREMENTS:
- 4+ years working in a veterinary or human healthcare practice
- At least 2 years direct experience managing a team, coaching performance, and leading through change
- Strong business acumen and experience reading, understanding, and managing P&Ls (a plus)
- Experience in hospitality role and/or fast-paced startup (a plus but not required)
- Comfortable navigating technology platforms including Excel and Google Suite; ability to pick up new software quickly
- Self-starter comfortable with autonomy
- Highly organized with ability to prioritize multiple tasks with tight deadlines
- Customer service-oriented and detail-focused
- Physical ability to lift at least 25 lbs occasionally and work on feet for extended periods
