Regional Director of Operations

Job Description

Job Description

Description

The Regional Director of Operations provides leadership and guidance to Hospital Practice Managers in order to ensure that clinical and customer service expectations are exceeded while regional sales and profit goals are achieved. The Regional Director develops and implements plans, policies and procedures in an effort to establish a lifetime relationship with pet parents and maximize profits. This position requires action be taken regarding clinical services, merchandise placement, staffing decisions and problem resolution, which may or may not be covered by specific operating procedures, and therefore individual judgment is frequently required.

Supervisory Responsibility:

The Director of Regional Operations will be responsible for approximately 15-20 hospitals with annualized revenues in excess of $12M.

Key Responsibilities

People Management :

• Recruit, train, develop and manage Practice Managers to ensure that Hospitals are adequately staffed at all times and succession plans are appropriately maintained for.
• Visit all Hospitals regularly and conduct inspections to ensure that AVG policies, procedures and clinical programs are observed, and ensure that all new policies and procedures are properly implemented on a timely basis.
• Provide counsel to Practice Managers, to include personnel issues, Hospital events, problem solving, crisis intervention, etc. and foster open communications with hospital personnel and the community through periodic newsletters, hospital promotions, etc. Plan and set individual and hospital goals and track the progress of each to ensure that objectives are met.
• Ensure that all associates are properly trained to provide outstanding customer service and take corrective action when necessary.
• Ensure that all hospital paperwork is completed accurately and in a timely manner and that all correspondence with the Support Center is directed to the proper departments. Process and forward documentation to the appropriate department.
• Adhere to and promote through instruction established safety procedures.
• Complete semi-annual performance evaluations and annual merit increase recommendations for all Practice Managers in a district and submit them to the CEO for approval. Ensure employee reviews are administered prior to due dates.

Financial Management :

• Analyze and monitor the sales and expense figures for each hospital, provide feedback and make recommendations for improvement in order to ensure that market profitability is maximized, and present district sales figures to the Operations Team for feedback and recommendations.
• Identify industry and business trends and implement new products, programs, or services to grow business presence and market share.
• Conduct regular audits of hospital paperwork, including bank deposit slips, overages/shortages, etc. and track trends to ensure that cash control procedures are in place and observed. Ensure that all hospitals within their region are aware of company directed initiatives.

Hospital Acquisition & Integration Support :

• Lead efforts to integrate newly acquired hospitals within assigned territories.
• Serve as primary point of escalation for Practice Managers in resolving operational and personnel issues or concerns.
• Coordinate new market and hospital acquisitions and existing hospital remodels and ensure that services are provided and/or adjusted in a timely manner.

Skills, Knowledge and Expertise

• Bachelor’s degree in business or related field required. Will consider directly related experience in lieu of education.
• Veterinary experience preferred, although we will also consider strong candidates from other service industries (i.e. human healthcare, retail, restaurant, hospitality).
• A positive, can-do attitude; strong people skills/emotional intelligence; excellent analytical skills; willingness to roll up your sleeves and chip in to help the team.

Benefits

• Comprehensive healthcare: health, dental, & vision insurance
• Paid time off
• 401k plan options
• Generous veterinary care discounts
• Performance bonuses