Modern Animal is looking for a Director of Operations Services to join our growing team. We are looking for someone who is passionate about pets and the people who love them, and someone who is excited about rolling up their sleeves to bring our mission to life as we grow.

A proven operator, this person must have experience in fast-paced and high growth environments where they have successfully driven efficiencies and implemented innovative processes at scale. The Director of Operations Services is the voice and representative of our clinics, in our HQ office. Acting as a strategic and operational partner within the Operations leadership team, the Director of Operations Services will hold ultimate accountability for optimizing our clinics' operational systems and unit economic model/performance. This person will be responsible for streamlining and simplifying clinic operations through a relentless focus on people, processes and systems. They will own and maintain all clinic workflows, tools, procedures, and standards.

This role is located in Los Angeles, CA with flexible opportunities to work remotely. This role requires travel to clinics for 50-70% of the time, including working clinic operating hours as needed (e.g. occasionally on weekends or early morning/late evening to better understand how we operate).

What You'll be Working on:

• Identify and implement opportunities to innovate and further optimize our economic model.
• Assess and analyze our flow-based operations and processes to uncover and prioritize optimization opportunities across clinical and virtual care touch points, especially considering multiple systems and medical complexity.
• Collaborate with and understand the needs of our teams to craft hypotheses, then use data, clinic visits, and your analysis to validate hypotheses and drive process improvement and improved financial results.
• Develop a strong understanding of the drivers of clinic utilization and a plan to maximize utilization to clinic capacity.
• Ensure a compelling career path and deployment schedule for our clinical team to drive consistent, shift by shift execution.
• Lead the cross-functional work to ensure roles & responsibilities are scoped effectively and efficiently.
• Optimize team deployment and productivity – on a shift by shift basis – through operational changes/process improvements.
• Ensure upskilling and certified training programs are incorporated into a sustainable labor model.
• Ensure the appropriate standards, processes and workflows are in place to maintain balanced and excellent execution within our 4 commitments which include Member Experience, Employee Engagement, Medical Quality and Profitability.
• Collect, define and roll-out standards for operating across clinical and virtual care touch points.
• Collaborate with Learning & Development team to define & implement a knowledge management system.
• In partnership with our Product team, implement new systems or improve upon existing systems to maximize consistent execution, including scheduling, inventory and other systems.
• Ensure a company-wide, structured and programmatic testing framework.
• Guide the cross-functional roll-out process to ensure streamlined, consistent communication to our clinics and cross functional partners.
• Determine how to leverage influencers to create high adoption of new programs.
• Track adoption of initiatives, achievement toward desired outcomes, and impact on Ops performance as measured by the P&L, Ops Dashboard, and KPIs specific to each program.

Why you'd be a great fit:

• 8+ years of relevant experience in the veterinary and/or medical field preferred; experience in technology-enabled environment preferred; Operational experience required
• Ability to influence and evolve organization's change management and learning culture
• Strong project management, planning, organizing, and execution skills. Advanced organizational and time management skills to manage multiple projects at once
• Humble and customer-focused mindset
• Structured thinker with strong analytical instinct and capability
• Can-do attitude to pick-up scopes of work across functions, with particularly capabilities to work cross-functionally with product & engineering teams
• High degree of emotional intelligence and have exceptional listening and communication skills

What you can expect from us:

• Excellent medical, vision, & dental coverage with various options to choose from
• Free membership to One Medical for primary care
• Access to behavioral and mental health services through Ginger
• 401k savings plan with a company match
• Flexible time off & paid parental leave
• Free membership to Modern Animal for your pets and discounts on extra services
• A collaborative team who has your back and will welcome you as part of our pack