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Member Experience Assistant Manager (NYC)

Small Door

Small Door

New York, NY, USA
Posted on Tuesday, April 19, 2022
About Small Door
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 2020, followed by multiple practices in the city and Brooklyn. Small Door continues to scale in 2022 by opening additional NYC locations and in markets across the northeast including Boston and Washington DC.
This is the fifth company that Small Door’s founders have been involved in building. In building Small Door, they partnered with the people responsible for beloved consumer experiences like Warby Parker and Sweetgreen, in addition to healthcare innovators such as One Medical, CityMD and Flatiron Health. Small Door has raised $40 million from Lerer Hippeau, Primary Ventures, Brand Foundry, Toba Capital, and Pentland Group. The broader management team brings experience from JustWorks, Casper, One Medical, Soulcycle, Warby Parker, Sweetgreen, The Wing, Gilt Groupe, Lightspeed, and Outbrain.
The Assistant Member Experience Manager works directly with our Member Experience Manager and plays an integral role in our members’ experience at Small Door—you will lead by example for the Experience Coordinators in providing exceptional care and support to our members, and be responsible for training new members of the team. You’ll be responsible for helping delegate tasks that need to be done for the day and act as a communication liaison between the Medical and Experience team to help make decisions that are in the best interests of both the team and our members.

What you'll do

  • Function as Manager on Duty when the Member Experience Manager is absent;
  • Lead and delegate daily operations to ensure each team member is set up for success;
  • Lead development, coaching, and provide feedback to the Member Experience Team;
  • Train newly-hired Coordinators;
  • Create & Execute Member Experience schedules;
  • Continuously working to maintain a strong relationship between our Medical and Experience Teams;
  • Ensure the Coordinator team is maintaining a clean, welcoming, and on-brand environment in our practice;
  • Find solutions for our members;
  • Build deep, meaningful relationships with the Top 50 clientele of your practice (get to know them on a name to name basis);
  • Monitor and manage the practice by anticipating needs and serving our members;
  • Lead by example to provide an exemplary experience for our members;
  • Brand Ambassador Liaison;
  • Assist the Manager in handling member opportunities;
  • Oversee wait time for all members and provide solutions for those waiting more than 15 minutes;
  • Oversight of Product & Technology service requests;
  • Oversight of the OSHA checklist and standards for the Practice;
  • Manage calls, texts, and emails from current and future members;
  • Maintain and provide brand standards on member experience platforms;
  • Act as a source of knowledge for our members;
  • Seek out feedback and communicate in the proper channels.

Who you are

  • 2+ years working in a hospitality industry focused role;
  • Experience in a veterinary hospital setting as an LVT or Assistant Nurse preferred;
  • Experience supervising a team;
  • Availability to work weekends;
  • Ability to lift up to 25lbs on occasion;
  • A drive to work for a company with a startup mindset, breaking tradition;
  • Self-motivated, team player, excellent communicator, keen attention to detail, and customer service-oriented;
  • The ability to connect with others; exudes empathy and compassion;
  • Passion and a love for animals (especially cats and dogs!).

What you'll get

  • Competitive compensation;
  • Health, dental + vision insurance;
  • CitiBike membership, HealthAdvocate membership, One Medical membership, WageWorks commuter benefits, subsidized gym membership;
  • Discounted veterinary care for your loved ones;
  • An opportunity to make a real impact on the people around you;
  • A collaborative family of people who live our core values and have your back;
  • A clear career path with opportunities for development, both personally and professionally.
Come join Small Door!
Small Door is proudly a public benefit corporation and a certified B Corp. We are committed to creating a diverse, inclusive and equitable workplace. We strive to build a culture where employees can be their fullest selves and their individual contributions are valued.
Folx who are queer, trans, non-binary, Black, Indigenous, people of color, disabled, parents, are/have been system-impacted, are immigrants, and anyone who has experienced systemic oppression and/or are underrepresented in the industry are encouraged to apply.
Small Door requires all employees to be fully vaccinated and boosted against COVID-19. We will consider requests for reasonable accommodation based on disability and/or religious beliefs on an individualized basis.