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Small Door is a membership-based veterinary care provider delivering exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality in stress-free spaces. Founded in 2019 and recently merged with Bond Vet in July 2026, the combined organization now spans over 55 clinics across the Northeast, Mid-Atlantic, and Midwest, serving over half a million pets. Small Door is the first and only veterinary provider in the country to earn Certified B-Corp status.
As Practice Manager for a new practice opening at Columbus Circle, you will lead a high-performing Member Experience team and serve as a key business stakeholder reporting directly to the Regional Manager of Practice Operations.
KEY RESPONSIBILITIES:
People Management & Leadership:
- Manage, develop, and lead a high-performing team in providing exceptional hospitality and care
- Lead practice team meetings in collaboration with clinical leadership to cascade operational updates and drive change
- Uphold a culture of safety, compliance, collaboration, and inclusivity
- Manage bi-weekly payroll and time/attendance for practice employees
- Handle escalated member situations and ensure resolution
- Maintain a 360° view of the practice and ensure all facilities and brand standards are met
- Foster an inclusive environment and plan quarterly team outings/events
- Act as hiring manager and partner with recruiting to grow the practice
- Oversee onboarding of new employees
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 management)
- Review KPI dashboards daily/weekly/monthly and craft business plans
- Collaborate with Managing Veterinarian and regional leadership to meet revenue targets
- Manage and optimize appointment schedules including surgery and specialist bookings
- Create, update, and maintain quarterly nursing and member experience schedules
- Partner with HQ and regional leadership to create, review, and implement new initiatives
- Oversee practice ordering and inventory management (office, medical, retail supplies)
- Drive strong deescalation practices for handling difficult situations
Member Experience:
- Ensure consistent, high-quality experience for all clients by maintaining smooth operations
- Monitor and respond to client feedback from NPS, online reviews, and in-person interactions
- Escalate trends or concerns to leadership and support implementation of improvements
Manager On Call:
- Work 1 weekend day per quarter
- Be "on call" one weekend per month for emergency situations requiring managerial intervention outside regular business hours
- Expected to be reachable and responsive (actual calls expected to be infrequent)
Benefits include competitive salary, health/dental/vision insurance, 401K contributions, flexible PTO, parental leave, health & wellness monthly stipend, and discounted veterinary care.
REQUIREMENTS:
- 4+ years working in a veterinary or human healthcare practice
- At least 2 years of direct experience 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 experience reading, understanding, and managing P&Ls is a plus
- Comfortable navigating technology platforms including Excel and Google Suite with 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
- Ability to lift at least 25 lbs occasionally and work on feet for extended periods as necessary
- Full-time position (typically Monday-Friday) with flexibility for occasional weekend or evening duties
