Regional Operations Director (RDO) - Boston at smalldoorveterinary in Boston

Job description

• Application
• Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. Through our membership model, we deliver exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality in thoughtfully designed, stress-free spaces.
• Founded in 2019 with our flagship location in Manhattan’s West Village, Small Door has quickly expanded across the East Coast. In July 2026, Small Door and Bond Vet merged to build a more connected, accessible, and compassionate veterinary care experience across routine, primary, and urgent care. The combined organization will span more than 55 clinics across major Northeast, Mid-Atlantic, and Midwest markets, serving over half a million pets.
• This role will play an important part in shaping the next chapter of our combined organization and advancing our shared mission to transform veterinary care.
• The Regional Operations Director (RDO) is a key field leader responsible for driving performance, consistency, and talent development across multiple Small Door practices. This role combines hands-on coaching with strategic operational oversight to ensure every hospital runs smoothly, delivers a best-in-class member experience, and develops strong local leadership.
• In this role, you’ll mentor Practice Managers, optimize daily operations, and ensure each practice is meeting financial, service, and clinical partnership standards. You’ll serve as a critical connector between HQ and the field, translating insights into scalable, on-brand execution.
• This role is expected to be based out of our Boston practice locations. Travel will be required and expected – travel accommodations provided by Small Door.

Responsibilities

• Lead & Develop Practice Managers
• Recruit, onboard, coach, and develop PMs into strong, independent operators
• Build a real talent pipeline and succession plan for all hospitals
• Provide regular feedback, clear expectations, and accountability
• Model leadership, communication, and presence across the market
• Drive Operational Excellence
• Ensure every practice runs consistently and on brand
• Hold PMs accountable to labor, inventory, and experience standards
• Review metrics weekly; identify gaps and drive action
• Solve operational issues quickly and proactively
• Ensure strong doctor–PM partnerships in every practice
• Own Multi-Site Business Performance
• Support PMs in managing staffing models and labor to demand
• Coach PMs through budget awareness, scheduling strategies, and inventory turns
• Partner with medical leaders on clinical quality to help them succeed
• Monitor P&L drivers and help PMs make data-backed decisions
• Support New Practice Openings
• Assist with hiring, onboarding, and training
• Ensure operational readiness for launch
• Stabilize new markets and support early leadership
• Partner Cross-Functionally
• Work closely with HQ (People, Clinical, Inventory, Marketing, Finance) on launches, rollouts, and process improvements
• Represent field challenges clearly and help create practical solutions
• Ensure communication flows cleanly between HQ and practices

Requirements

• 3+ years of multi-unit operations experience (hospitality, retail, wellness, assisted living, boutique service, or veterinary preferred)
• Strong track record leading managers, not just frontline staff
• Experience running metrics: labor, scheduling, inventory, service/quality KPIs
• Ability to drive performance while maintaining a great team and customer experience
• Comfortable in a fast-moving, growing, mission-driven environment
• Excellent at communication, judgment, and follow-through
• Loves being in practices and working with people — not a desk-only operator

Skills

Required

• Strong track record leading managers

Benefits

• Competitive salary
• Health, dental + vision insurance
• 401K contributions
• Upward mobility and growth opportunities
• Flexible paid-time off, parental leave, and company wide holidays
• Health & Wellness Monthly Stipend
• Discounted veterinary care for your loved ones
• Growth opportunities
• An opportunity to make a real impact on the people around you
• A collaborative group of people who live our core values and have your back