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 2019 and have quickly expanded across the East Coast. Small Door now operates in New York City, Boston, Washington DC, Maryland and Virginia with continued expansion plans in 2026.

The Area Operations Manager 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 New York City and Boston practice locations. Travel will be required and expected – travel accommodations provided by Small Door.

What you’ll do

• 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
    

Who You Are

• 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
  

What you’ll get

• Competitive salary

• Equity ownership

• 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

Small Door is proudly committed to creating a diverse, inclusive and equitable workplace. We encourage qualified applicants of every background, ability, and life experience to apply to appropriate employment opportunities.