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Small Door is a membership-based veterinary care provider delivering exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality across stress-free clinic spaces. Following the July 2026 merger with Bond Vet, the combined organization now spans 55+ clinics across Northeast, Mid-Atlantic, and Midwest markets, serving over half a million pets.
The Regional Operations Director is a key field leader responsible for driving performance, consistency, and talent development across multiple Small Door practices in the Boston region. This role combines hands-on coaching with strategic operational oversight to ensure every hospital runs smoothly, delivers a best-in-class member experience, and develops strong local leadership.
Key Responsibilities:
Lead & Develop Practice Managers: Recruit, onboard, coach, and develop Practice Managers into strong, independent operators. Build a talent pipeline and succession plan for all hospitals. Provide regular feedback, clear expectations, and accountability. Model leadership, communication, and presence across the market.
Drive Operational Excellence: Ensure every practice runs consistently and on brand. Hold Practice Managers accountable to labor, inventory, and experience standards. Review metrics weekly; identify gaps and drive action. Solve operational issues quickly and proactively. Ensure strong doctor–PM partnerships in every practice.
Own Multi-Site Business Performance: Support Practice Managers in managing staffing models and labor to demand. Coach Practice Managers through budget awareness, scheduling strategies, and inventory turns. Partner with medical leaders on clinical quality. Monitor P&L drivers and help Practice Managers make data-backed decisions.
Support New Practice Openings: Assist with hiring, onboarding, and training. Ensure operational readiness for launch. Stabilize new markets and support early leadership.
Partner Cross-Functionally: Work closely with HQ (People, Clinical, Inventory, Marketing, Finance) on launches, rollouts, and process improvements. Represent field challenges clearly and help create practical solutions. Ensure communication flows cleanly between HQ and practices.
The role is based out of Boston practice locations. Travel will be required and expected, with travel accommodations provided by Small Door.
Requirements:
- 3+ years of multi-unit operations experience (hospitality, retail, wellness, assisted living, boutique service, or veterinary preferred)
- Strong track record leading managers, not just frontline staff
- Experience running metrics: labor, scheduling, inventory, service/quality KPIs
- Ability to drive performance while maintaining a great team and customer experience
- Comfortable in a fast-moving, growing, mission-driven environment
- Excellent at communication, judgment, and follow-through
- Loves being in practices and working with people — not a desk-only operator
