Head of Business Operations

Sploot Veterinary Care is on a mission to transform veterinary care for pets, pet parents, and veterinary professionals alike. Sploot provides high quality, empathy-led and seamless primary and urgent care for pets - which means pets get great routine and unexpected care whenever they need it, and pet parents get peace of mind, always.

We're looking for a ROCK STAR

Head of Business Operations

to join our Denver team, and help take the Sploot experience for pets, their parents, and our incredible team of associates to the next level.

What You'll Do:

* Lead Sploot's Customer Experience and Business Operations teams, and inspire them to work towards Sploot's mission to provide exceptional care and experience for pets and their parents by creating the best environment for our team members to thrive.

* Drive cross-functional collaboration with our Medical Operations team to (1) deliver great end-to-end customer experience across stages, channels and touchpoints in the customer journey, and (2) ensure the smooth day to day operations of our clinics across our different markets.

* Measure and track relevant KPIs to optimize Sploot's operations and maximize the experience we provide our pets and their parents.

* Leverage existing technologies and introduce new innovative solutions/platforms to support the optimization of our operations, and improve the experience we offer our pets and their parents.

* Be the champion of the Sploot culture to make sure we stay true to our core values and mission.

* Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process.

* Collect feedback from customer-facing teams to derive meaningful insights for improvements.

Who You Are:

You are a passionate operations professional who understands how a strong grasp of analytics combined with the design and implementation of workflows and processes translate into smooth operations and an awesome customer experience-before, during, and after each encounter. You're also an experienced leader who loves nothing more than to nurture a team and provide a sense of purpose for the importance of all the hard work they do in their day-to-day.

* You have at least 5-7 years of experience as a Operations professional with progressive increases in responsibility and leadership

* You are obsessed with analytics and always looking for data-driven ways to innovate and drive better customer experience

* You have amazing verbal and written communication skills to enable you to communicate with pet parents, as well as within the organization

* You thrive in fast-paced environments

* You jump right into the trenches with your team and learn what they do inside and out

* You're super organized, and focused on efficiency

* You are effective at managing multiple tasks simultaneously; you can delegate, prioritize, and take responsibility

* You are a team player, and always looking to collaborate with others in the organization

* You're obsessed with pets and excited about working with a team that is introducing a brand new approach to veterinary care

* You're as excited as we are about offering pets the best care possible whenever and wherever they need it

What Really Catches Our Eye:

* Demonstrated strategic ability to plan, execute and achieve performance metrics

* Experience with Tableau or other similar data visualization software

* Experience with Task Management platforms (e.g., ZenDesk)

* Strong people management skills of a largely hourly, non-exempt cohort

* Experience with cloud-based IVR platforms (e.g., Twilio)

What We'll Provide You:

* Competitive salary range of $130,000 - $160,000 plus equity

* 401(k) Retirement with company match

* Health, Dental, and Vision insurance fully covered by Sploot

* Health Savings Account available

* Employee Assistance Program

* Generous pet care benefits for your fur babies

* Up to 4 weeks of Paid Time Off ("PTO")

* 10 weeks paid parental leave

* 12 Sploot HQ recognized holidays

* Unlimited Food & Snacks at HQ

* Team events and other local social activities

* Lots of Sploot swag - what can we say? Our logo looks really cool on stuff!

According to Colorado state law, our company practices continuous hiring, ensuring equal opportunity employment and ongoing consideration for qualified candidates. We anticipate filling this position within 60 days.

Sploot Veterinary Care provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, status as a covered veteran, or any other protected status in accordance with applicable federal, state and local laws. Sploot Veterinary Care complies with applicable state and local laws governing nondiscrimination in employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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