Veterinary Services Manager

Veterinary Services Manager Mission Veterinary Emergency Services (MVES) Full-Time | Emergency & Critical Care

Position Summary This role will provide day-to-day leadership for non-clinical teams while working closely with the Hospital Director, Medical Director, Nursing Manager, and other hospital leaders to improve client experience, operational efficiency, communication, and overall hospital culture.

Key Responsibilities

• Team & Leadership

• Oversee Client Service and other assigned non-clinical departments.

• Set clear expectations for teamwork, communication, professionalism, and performance.

• Coach and develop supervisors and team members.

• Build a positive, accountable, and collaborative culture.

• Address employee concerns, performance issues, attendance, and conflict in a timely manner.

• Build strong working relationships between clinical and non-clinical teams.

• People Management

• Participate in interviewing and hiring for non-clinical positions.

• Oversee onboarding and orientation.

• Develop and maintain training and education programs.

• Conduct performance reviews and ongoing performance conversations.

• Partner with HR on employee relations and performance management.

• Recognize strong performance and support employee growth.

• Client Service & Experience

• Oversee the Client Service team and day-to-day client-facing operations.

• Develop and maintain protocols that improve the client experience and consistency of service.

• Identify opportunities to improve communication, efficiency, and client satisfaction.

• Partner with clinical leadership to improve communication and workflow between Client Service and medical teams.

• Address client service concerns and identify trends requiring operational improvement.

• Help create a consistent, professional, and compassionate experience for clients and their families.

• Financial & Client Accounts

• Oversee accounts receivable and outstanding client balances.

• Manage relationships and processes involving collection agencies.

• Oversee payment methods, payment processes, and related client-service workflows.

• Identify opportunities to improve collection processes while maintaining a positive client experience.

• Monitor financial processes and identify trends or issues requiring leadership attention.

• Facilities & Hospital Operations

• Oversee facilities, janitorial services, and general non-clinical building needs.

• Coordinate maintenance, repairs, cleaning, and other facility-related services.

• Identify facility issues and ensure they are addressed appropriately and timely.

• Work with hospital leadership and vendors to maintain a clean, safe, functional, and professional hospital environment.

• Identify operational problems and develop practical solutions.

• End-of-Life & Deceased Patient Logistics

• Oversee processes related to deceased patient pickup, transportation, cremation, and return of ashes.

• Maintain relationships with external end-of-life service providers.

• Ensure protocols for deceased patients, personal belongings, ashes, and related client communication are clear and consistently followed.

• Identify opportunities to improve the end-of-life experience for clients and the team.

Requirements

• 2-4 years of Previous management or leadership experience in a veterinary hospital, healthcare, hospitality, or similar service-focused environment.
• Experience managing Client Service or other customer-facing teams preferred.
• Experience with accounts receivable, collections, or financial processes preferred.
• Strong organizational and communication skills.
• Comfortable working independently and taking ownership of problems.
• Strong problem-solving skills and ability to develop practical solutions.
• Ability to manage competing priorities in a fast-paced environment.
• Strong interpersonal skills and ability to build relationships across clinical and non-clinical teams.
• Comfortable having difficult conversations and holding employees accountable.
• Experience with ezyVet or other veterinary practice-management software preferred.