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Cornell University Veterinary Specialists · 1 day ago

Director of Operations

Stamford, CT

Full-time

Onsite

Lead/Staff, Director/Executive

$110K/yr - $140K/yr

5+ years exp

Cornell University Veterinary Specialists is seeking a highly skilled and experienced Director of Operations to oversee the day-to-day operations of their 24/7 veterinary specialty and emergency hospital. The Director will focus on client experience and clinical operations while collaborating with leadership on various aspects of practice management.

Veterinary

Responsibilities

Lead the entire CUVS team, and primarily the CSM, client service team and Veterinary Community Liaison in refining and implementing the CUVS Service Model, differentiating the hospital’s level of service, quality and communication aligned with the CUVS core values

Serve as the primary point of contact for Cornell University’s College of Veterinary Medicine related to client relationships and appointments

Inspire the team to take pride in the client experience through shared client testimonials, online reviews, and other client and referring community feedback

Define, implement, and optimize clinical flow through policies and procedures that are efficient, accurate and reproduceable

Lead and support the Operations Supervisor, Clinical Liaisons, and Pharmacy Coordinator/s

Manage and support the Veterinary Social Worker in client and employee-facing functions and programs

Partner with the Chief Medical Officer (CMO), doctors and nursing leadership to continually improve quality of care, service, efficiencies and resource utilization

Read and interpret the hospital’s financial reports and create financial impact plans for operational KPIs established by the COO/Hospital Director/CMO, in partnership with Finance, as needed

Coach department managers/supervisors on optimized labor planning and supporting audits

Support the COO/Hospital Director and/or CMO on clinician productivity and optimized scheduling strategies

Lead the entire CUVS team on defining and conveying the value in CUVS’ pricing strategy, aligned with the CUVS Core Values

Manage and oversee multiple functional leaders and individual contributors, including talent acquisition and identifying, managing and measuring performance expectations, guiding development and career pathing opportunities, and providing regular, constructive feedback and timely performance reviews

Create and update client service job descriptions, levels, training and development plans and corresponding pay rates in partnership with Human Resources and the COO/Hospital Director

Conduct effective meetings and participate in cross-functional meetings as needed

Serve as a trusted resource, building a psychologically safe, employee-centric environment

Serve as a culture champion and drive discussions around how to create an environment in which employees are engaged in doing their best work to deliver optimal results

Develop, maintain and support partnerships with managers and the leadership team, serving as an employee advocate, cultural ambassador, subject matter expert, innovator, and consultant

Develop, maintain and support external relationships, serving as an ambassador, subject matter expert and consultant

Qualification

Management experienceVeterinary practice knowledgeFinancial report interpretationCVPM certificationMS Office SuiteMediation skillsCommunication skillsInterpersonal skillsOrganizational skillsTime managementLeadership skills

Required

A minimum of five years of management and leadership experience, preferably in veterinary or human healthcare

Bachelor's Degree with emphasis in business, animal science or related field

Knowledge of standard business and hospital operations, veterinary specialty practice and emergency practices, or other multi-group clinical systems

Proven expertise in managing and maximizing business productivity

Demonstrated ability to lead others, including other people leaders

Demonstrated ability to building successful teams and engaging cultures

Demonstrated ability to create and maintain a stellar client experience through a top-performing client service team

Demonstrated ability to develop and maintain solid referring community relationships

Computer literacy with proven expertise in MS Office Suite and veterinary practice software

Communication: able to listen and communicate effectively with leadership, doctors, hospital personnel, vendors, consulting professionals and clients, especially when conveying sensitive information

Interpersonal Relationships: able to demonstrate approachability, collaboration, negotiation and build trust and psychological safety while balancing stakeholder needs

Mediation: able to coach and counsel staff and mediate conflict to resolution

Organization: able to set and attain goals with attention to detail while managing ambiguity and appropriately delegating

Time/Project Management: able to set, prioritize and meet measurable outcome and timelines

Leadership: able to build, unite and lead diverse teams toward a common goal and promote and maintain positive interpersonal relationships to keep teams engaged in a healthy culture