Manager, Pet Care and Veterinary Success
Manager, Pet Care & Veterinary Success at Vetster Location: Remote US Join Our Mission: Are you a passionate, results-oriented leader ready to revolutionize the virtual pet care industry? Vetster is seeking a Manager, Pet Care & Veterinary Success to lead two of our most critical client-facing functions: the Pet Care Team and the Veterinary Success Team. This pivotal role is responsible for the overall strategic direction, operational excellence, and measurable impact of our supply-side (Veterinary) and client-side (Pet Parent) engagement strategies. You will directly manage two dedicated Team Leads, ensuring both functions are aligned with Vetster’s mission to deliver trusted, high-quality, and reliable virtual care that drives customer satisfaction, retention, and marketplace revenue. If you thrive on coaching leaders, optimizing processes, and connecting clinical expertise with measurable business outcomes, we invite you to lead this high-impact organization. Your Strategic Impact You are accountable for delivering timely, high-quality care to pet parents, supporting veterinary professionals, and driving strong clinical outcomes and sustainable revenue. As an operational leader, you direct teams to identify opportunities, take action, and continuously improve care delivery on the platform. Practice Leadership & Care Delivery
- Lead the day-to-day operations of the care platform, balancing the needs of pet parents, veterinary professionals, and the business
- Set priorities and direction for the Pet Care and Veterinary Success teams, ensuring daily activities align with pet health outcomes and marketplace performance
- Act as the primary decision maker for how care is delivered day-to-day, including workflow design, escalation paths, service standards, and cross-team handoffs across Vetster
- Own chat performance, including quality, responsiveness, and resolution outcomes, while ensuring enterprise accounts receive consistent, high-touch support
- Guide teams through growth and change while maintaining consistent, high-quality care
- Direct proactive identification of care gaps, follow-ups, and re-engagement opportunities (e.g., lapsed clients, medication adherence)
- Translate clinical insights into actions that improve pet outcomes, client trust, retention, and VetsterRx performance
- Ensure teams focus on high-impact activities that balance compassionate care with operational efficiency
Veterinary Network, Team Leadership & Performance
- Own the health, reliability, and engagement of Vetster’s veterinary professional network
- Optimize scheduling, coverage, and capacity to meet demand while supporting veterinarian wellbeing
- Ensure accountability for appointment quality, reliability, and prescribing standards through monitoring and coaching
- Lead and develop Team Leads responsible for day-to-day execution
- Deploy teams effectively across peak demand and downtime, emphasizing proactive outreach and quality improvement
- Use KPIs and frontline insights to drive performance across pet health outcomes, client satisfaction, vet reliability, and revenue
- Partner with senior leadership to evolve and scale
What You Bring:
Required Qualifications
- 3+ years of experience as a Veterinary Practice Manager or equivalent in a multi-site veterinary organization in the U.S.
- Proven ability to oversee day-to-day operations, including scheduling, workflow management, and team coordination
- Experience working closely with veterinarians and RVTs to drive performance, quality care, and operational efficiency
- Strong leadership experience, including coaching and developing supervisors or team leads
Preferred Experience
- Familiarity with telemedicine or centralized clinical operations
- Experience using data to drive operational decisions and improvements
Compensation and Benefits
- The expected salary range for this role is $60,000-$75,000 USD
- Unlimited access to Vetster for your pets.
- Generous vacation and personal day policy.
- Comprehensive health and dental benefits for you and your family.
- Competitive salary with market alignment.
- 401k matching and Employee Stock Option Plan.
- Parental leave top-up
- Opportunities for career growth and international assignments.
- A culture of inclusivity, equity, and team engagement.
Our Hiring Process We believe in a transparent and respectful hiring process. Here’s what you can expect: Stage 1: Introductory Meeting: A 30-minute Google Meet video call with Keltie Neville (People Operations) to share more about the role and Vetster and to learn more about you. Stage 2: Skills Interview: A 45-minute Google Meet video interview with Lauren Azzopardi (Director, Customer Success) and Caroline Hale (Director, Pharmacy Care), where they will take you through the role roadmap and learn more about your skills and experience. Stage 3: Mock working session and discussion: A 60-minute Google Meet video interview with Brody Slacer (VP, Business Operations and other members of the Operations and Veterinary Success teams. Prior to the meeting, a work assignment will be provided (we will compensate you for your time). We use a third-party for reference and background checks at the time of offer. Ready to Make a Difference? Embark on a fulfilling journey with us to shape the future of pet healthcare through design. If you're driven by innovation, collaboration, and a love for pets, apply now to join our mission-driven team. Accommodations: Vetster welcomes and encourages applications from everyone! We are committed to accommodating candidates in ways that will make them comfortable and successful throughout the hiring process - both physically and mentally. These accommodations are available at every stage of the application process upon request. We review all applications personally—no AI is used in our screening or selection process. Apply tot his job Apply To this Job