Operations Manager - Houston, TX

Veterinary Emergency Group - Houston, TX

Full-time - Mid Level

Houston, TX

Professional, Scientific, and Technical Services

About the position

The Operations Manager at Veterinary Emergency Group (VEG) is responsible for overseeing the day-to-day operations of the hospital, ensuring a high-quality customer experience, and fostering a positive work culture. This role involves managing staff, improving operational efficiency, and enhancing customer satisfaction while working closely with the Hospital Manager and Medical Director.

Responsibilities

• Recruit, hire, and train Customer Experience Coordinators, Inventory Coordinators, and Scribes.
• Oversee training of new hires and ensure they understand hospital procedures and guidelines.
• Develop team members into future leaders by providing coaching and development plans.
• Monitor team performance and provide feedback and areas of opportunity.
• Build collaboration between clinical and non-clinical teams for a seamless customer experience.
• Manage HR-related issues in conjunction with the Hospital Manager and Medical Director.
• Organize monthly team meetings for direct reports.
• Create and manage the schedule for the team and find coverage when needed.
• Reconcile end-of-day reports, manage open invoices, and apply VEG Cares grants.
• Manage accounts receivable, banking, and payment plans.
• Ensure Customer Experience Coordinators provide the best customer experience and uphold VEG standards.
• Create a feedback system for customer follow-up after visits.
• Oversee routine inventory duties and manage inventory stock room and supplies.
• Develop proper inventory processes including stock assessment and ordering.
• Hold daily team huddles and train teams to enhance customer experience.
• Collect metrics, analyze data, and make recommendations for customer experience improvements.
• Assist in planning and coordinating community marketing events.

Requirements

• High School diploma required; Associates or Bachelors in Business Management or related fields preferred.
• 2 years of leadership experience required.
• 5+ years of experience in a hospital environment preferred.
• Competency with scheduling staff, recruiting, training, and performance management.
• Knowledge of budget building and maintenance preferred.
• Advanced proficiency in computer programs and practice management software.
• High emotional intelligence and professional demeanor.
• Willingness to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays as needed.
• Ability to work well in a fast-paced environment with diverse individuals.

Nice-to-haves

• Experience with Qualtrics or similar customer feedback tools.
• Previous experience in veterinary or emergency care settings.

Benefits

• Competitive salary
• Health insurance
• Paid time off
• 401k plan
• Employee discounts
• Opportunities for professional development