NVA Pet Resorts is seeking to hire a Manager of Regional Operations (MRO) to meet the demands of our rapid growth. The Manager of Regional Operations is responsible for supporting the operations, NVA initiatives, and business functions of NVA veterinary practices within the region of responsibility. This role acts as a liaison between the NVA Support Center and our resort teams, performs duties at the direction of the Division Leader. The successful candidate will maintain the exceptional relationships that have been built with local resort leadership and their teams over the years, and extend that capability into new stores as they are acquired.The Manager of Regional Operations will be responsible for spending time in the field with resort leadership and staff, which is critical for success.This individual will work directly with pet resorts, to improve processes and profitability, and identify and implement local growth initiatives.
Job Duties and Responsibilities:
Acquires and maintains knowledge of organizational and local store policies and procedures.
Utilizes store management software and NVA support systems. Ensures proper staff scheduling and optimization.
Analyzes and interprets operational reports and identifies areas for improvement.
Champions and implements NVA Resorts initiatives throughout the region.
Strategic Planning and Leadership
Collaborates with resort leadership to develop business strategy and aids in its implementation.
Creates action plans, sets and manages goals, delegates tasks, and tracks metrics.
Analyzes and improves systems, policies, and processes.
Negotiates and mediates conflicts; coaches and provides feedback to resort leadership.
Resort Leader Development
Onboards new General Manager (GM) and Resort Managers (RM) and ensures a successful introduction into the company.
Mentors, coaches, and sets expectations with resort leadership and staff.
Ensures GMs and RMs are trained in financial and operational systems and methods.
Analyzes the financial health of the resorts and diagnoses issues.
Assists with the preparation and communication of the annual budget.
Oversees the management of costs, particularly labor.
Manages revenue growth.
Assists General Manager and Resort Managers with interviewing, hiring, and resolving personnel issues.
Conducts GM and RM performance reviews and oversees career development.
Ensures resorts comply with all federal and state human resource policies (I-9, OSHA).
Makes recommendations for staff training and development.
Develops, champions, and drives client retention initiatives.
Directs and oversees tactics for increasing new client visits.
Assesses the quality of client service and provides direction for enhancements.
Bachelor’s degree or equivalent work experience is required.
3-5 years of experience in multisite management with P&L responsibilities preferred.
Knowledge of managing and developing processes, efficiencies, standards, metrics, and benchmarks.
Ability to travel a minimum of 75% of the time.
Possesses a self-directed attitude and an ability to work independently.
Understands financial management, planning, prioritizing, and supervising others.
Takes initiative to support resorts as a management consultant, providing prompt attention to staff and direction for improvement.
Demonstrates sound judgment, good problem-solving skills, and effective decision-making abilities
Establishes and maintains effective work relationships with medical, administrative, and support staff.
Communicates effectively, both verbally and in writing.
Utilizes time management skills to manage priorities of multiple hospitals within the region.
Equal Employment Opportunity
It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability or status as a disabled or Vietnam era veteran.
National Veterinary Associates (NVA™) is the largest private owner of individually branded veterinary hospitals in the United States. NVA owns over 460 companion animal veterinary hospitals and boarding facilities in 41 states, Canada, Australia and New Zealand. We have over 6,000 veterinary professionals that improve the well-being of patients by providing progressive and compassionate care.