The General Practice Lead is responsible for driving the strategy, deployment, and growth of our General Practice (GP) veterinary locations. This role partners closely with hospital and field leadership, medical operations teams, and cross-functional Support Office departments to design and execute initiatives that make every day work easier for our associates; so our teams can focus on what matters most: delivering outstanding medical care and an excellent experience for every client and pet. This is a strategic, hands-on role for a veterinary industry leader who thrives on turning ideas into scalable programs across a multi-site practice network.
This role requires associates to work a hybrid schedule out of one of the MVH North America Hub Locations - Vancouver, WA | Santa Monica, CA .Essential Responsibility/Tasks:Strategy & Deployment- Develop and execute the strategic roadmap for General Practice locations, aligning clinic-level execution with company-wide goals.
- Translate high-level strategy into clear, actionable deployment plans, timelines, and success metrics.
- Partner with field and hospital leaders to roll out new programs, protocols, and tools consistently across all GP locations.
- Monitor performance against KPIs and adjust plans based on data, field feedback, and business needs.
Growth Initiatives- Identify and prioritize growth opportunities across the GP network, including new service lines, capacity optimization, and client retention strategies.
- Build business cases for new initiatives, partnering with Finance and Field Operations to size impact and secure investment.
- Support the integration and ramp-up of new or acquired General Practice locations.
- Track industry trends and competitive dynamics in veterinary care to inform growth strategy.
Associate Experience- Generate and champion ideas that simplify the daily work of veterinarians, technicians, and support staff - reducing friction and administrative burden.
- Gather feedback directly from clinic teams and turn it into practical process, tooling, or workflow improvements.
- Partner with Learning & Development, P&O, and Medical Leadership to ensure initiatives are well-supported with training and change management.
- Serve as a visible, trusted resource for GP teams navigating new initiatives.
Client & Patient Experience- Design and refine operational standards that elevate the client and patient experience at every touchpoint.
- Use client feedback, satisfaction data, and hospital visits to identify gaps and opportunities for improvement.
- Ensure initiatives balance operational efficiency with the compassionate, high-quality care clients and pets expect.
- Redesign the way our Client Service associates work to elevate experience to bring client experience as our competitive advantage.
EDUCATION/EXPERIENCE:
- Bachelor's degree required; advanced degree or DVM a plus.
- 5+ years of experience in veterinary practice operations, multi-site healthcare operations, or a related field, with a track record of leading strategic initiatives.
- Demonstrated experience deploying programs across multiple locations or a distributed team.
- Strong project management skills, with the ability to manage multiple initiatives simultaneously and drive them to completion.
- Excellent communication and relationship-building skills, with the ability to influence stakeholders at all levels - from clinic associates to executive leadership.
- Analytical mindset; comfortable using data to identify opportunities, measure impact, and make recommendations.
- Deep understanding of, or strong interest in, veterinary medicine, general practice workflows, and the challenges facing clinical teams.
- Willingness and ability to travel regularly to hospitals up to 10% of time.
- Openness to digital innovation, including the responsible use of AI and emerging technologies, to improve healthcare delivery, reduce administrative burden, and create a better experience for associates, clients, and patients.
*All degrees will be deemed "or equivalent combination of education and experience" unless absolutely required to do the job (i.e., DVM degree for Veterinarian, Law degree for Attorney, etc.).
PREFERRED SKILLS AND QUALIFICATIONS:- Worked directly in or closely with veterinary hospitals and understand the day-to-day realities of general practice teams.
- Energized by solving operational problems and turning them into scalable solutions.
- Balanced big-picture strategic thinking with a willingness to roll up your sleeves and get into the details.
- Putting people - associates, clients, and pets - at the center of every decision.
Additional Information: Compensation is negotiable based on education, experience, and other relevant credentials. The US base salary range for this full-time position is $104,393 - $180,077.
Our salary ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only.
If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!
The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).
