Practice Manager; VA

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality in spaces designed by animal experts to be stress-free. We opened our flagship location in Manhattan's West Village in 2019 and have quickly expanded across the East Coast.

Small Door now operates in New York City, Boston, Washington DC, Maryland and Virginia with continued expansion plans in 2026.

At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends. Our Practice Managers are key business stakeholders in the field and report directly up to our Regional Manager of Practice Operations.

We are committed to a healthy work/life balance by leveraging state-of-the-art technology to help cut down on repetitive administrative tasks, and are dedicated to creating and maintaining a positive work culture. Small Door is also the first and only veterinary provider in the country to earn Certified B-Corp status - meaning we abide by strict standards!

• Manage, develop, and lead a high-performing team in providing exceptional hospitality and care

• Lead Practice Team meetings (in collaboration with the Clinical Leadership), in order to cascade operational updates and drive change within your practice.

• Uphold a culture of safety, compliance, collaboration, and inclusivity

• Manage bi-weekly payroll, and time and attendance for practice employees

• Take ownership of and handle escalated situations with members to ensure resolution; enlisting the support of regional leadership as needed

• Maintain a 360° view of the practice and lead the team in ensuring that all facilities and brand standards are being met

• Manage, grow and develop your current team, while fostering an inclusive environment

• Owns the engagement of all staff within the practice, as well as plans and executes larger quarterly outings or events for your team.

• Act as a Hiring Manager and strong partner to the recruiting team, in order to grow your practice and manage backfills

• Oversee the onboarding of new employees into the practice to ensure understanding of workflows and processes.

• Oversee and analyze your practice’s P&L and revenue by type, identifying trends and growing top line revenue with support from regional leadership

• Manage your practice’s budget with an eye toward building and maintaining profitability (including COGs, labor, and inventory management)

• Review KPI dashboards daily/weekly/monthly etc. and craft business plans for your practice

• Collaborate with Managing Veterinarian and regional leadership to meet and exceed revenue targets for the clinic

• Manage and optimize the appointment schedule, including surgery and specialist bookings, with an eye toward maximizing utilization of our doctors and nurses while ensuring adequate coverage

• Create, update and maintain quarterly nursing and member experience schedules in line with practice budgets and forecasted revenue

• Partner with HQ and regional leadership to create, review, improve and implement new initiatives and processes; ensure they are followed by all practice team members

• Oversee practice ordering; manage inventory, including office, medical and retail supplies

• Drive strong practices around deescalation techniques and handling potentially difficult situations

• Ensures a consistent, high-quality experience for all clients by maintaining smooth practice operations, addressing issues promptly, and fostering a welcoming, client-focused environment throughout the practice.

• Monitors and responds to client feedback from Net Promoter Scores (NPS), online reviews, and in-person interactions while escalating trends or concerns to leadership and supporting implementation of any…