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Senior Manager of Operations Services

Modern Animal

Modern Animal

Los Angeles, CA, USA
Posted on Tuesday, August 22, 2023

Modern Animal is looking for a Senior Manager of Operations Services to join our growing team. We are looking for someone who is passionate about pets and the people who love them, and someone who is excited about rolling up their sleeves to bring our mission to life as we grow.

This person must have experience in fast-paced and high growth environments where they have successfully driven efficiencies and implemented innovative processes at scale. The Senior Manager of Operations Services is a voice and representative of our clinics in our HQ office and understands the tactical steps that our teams take every day to provide comprehensive care and excellent member experience. Acting as a strategic and operational partner within the Operations team, this person will hold ultimate accountability for optimizing our clinics’ operational systems and workflows, and unit economic model/performance. This person will be responsible for streamlining and simplifying clinic operations through a relentless focus on people, processes and systems, leveraging their capabilities to think critically, understand the internal and external customer, and build analytical based solutions. They will own and maintain all clinic and omni-channel workflows, tools, procedures, and standards.

This role is located in Los Angeles, CA with flexible opportunities to work remotely. This role requires travel to clinics for 50-70% of the time, including working clinic operating hours as needed (e.g. occasionally on weekends or early morning/late evening to better understand how we operate).

What the job entails:

Identify + implement opportunities to innovate and further optimize our unit economic model.

  • Develop a strong understanding of the drivers clinic performance through the P&L, and develop plans to drive the most impactful levers of structural change and improvement. In particular, understand clinic utilization and labor productivity, and develop cross-functional solutions to maximize productivity and utilization to clinic capacity
  • Understand the root-cause issues driving variance within our 4 Commitments - Medical Quality, Team Engagement, Member Experience, Profitable Growth - and align and project manage cross-functional teams to execute against the work to create structural improvements
  • Understand our largest cost areas and variability within our clinics and develop structural solutions to leverage and reduce costs effectively while preserving our balanced commitments.

Define, implement and maintain resources, standards, workflows, processes and systems to support multi-site and omni-channel operations.

  • Assess and analyze our flow-based operations and processes to uncover and prioritize optimization opportunities across clinical and virtual care touchpoints, especially considering multiple systems and medical complexity
  • Spend time with and listen critically to the needs of our teams to craft hypotheses, then use data, clinic visits, and your analysis to validate hypotheses + drive process improvement and improved financial results
  • Codify and simplify the omni-channel workflows + user journey: own and simplify employee workflow and care delivery protocols across clinic and virtual touchpoints, considering medical complexity
  • Quarterback projects from inception to full implementation at the clinic level, including cross-functional project management and stakeholder management. Ensure a company-wide, structured and programmatic testing framework pre-implementation
  • In partnership with our Product team, implement new systems or improve upon existing systems to maximize consistent execution, including scheduling, inventory and other systems
  • Own the architecture for information management and documentation as a company, improving and simplifying the use of different systems and tools, such as Notion, to manage operational complexity

Ensure a sustainable and compelling clinical labor approach, with comprehensive career pathing and deployment plans for our clinical teams to drive consistent, shift by shift execution.

  • Clinic Roles and Responsibilities: Lead the cross-functional work to ensure roles & responsibilities are scoped effectively and efficiently
  • Labor Deployment: Optimize team deployment and productivity – on a shift by shift basis – through operational changes/process improvements
  • Ensure upskilling and certified training programs are incorporated into a sustainable labor model, especially for our doctor team
  • In partnership with Learning and Development, ensure onboarding plans - across roles in clinic and virtual care - ensure productive utilization and skill mastery

You’d be a great fit if:

  • 6+ years of relevant experience in a technology enabled four-wall organization preferred; deep operational experience required
  • Leads a team and knows how to be a force multiplier and deliver through others, whether through direct management or through influencing partners
  • Collaborative and effective stakeholder management capabilities, aligning teams and different working groups to move quickly to implement solutions
  • Ability to influence and dig to the root cause of issues
  • Experience in Lean and Six Sigma methodologies to drive effective workflow solutioning and simplifications, across omni-channel touchpoints
  • Strong project management, planning, organizing, and execution skills. Advanced organizational and time management skills to manage multiple projects at once
  • Experience leveraging technology or systems to manage projects and improve processes. Ability to stay current with the latest processes, procedures, and technology
  • Humble and customer-focused mindset
  • Structured thinker with strong analytical instinct and capability
  • Can-do attitude to pick-up scopes of work across functions
  • High degree of emotional intelligence and have exceptional listening and communication skills

What you can expect from us:

  • Excellent medical, vision, & dental coverage with various options to choose from
  • Free membership to One Medical for primary care
  • Access to behavioral and mental health services through Ginger
  • 401k savings plan with a company match
  • Flexible time off & paid parental leave
  • Free membership to Modern Animal for your pets and discounts on extra services
  • A collaborative team who has your back and will welcome you as part of our pack

The pay range for this position is $137,000 - $160,000 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and equity grant units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the California Pay Transparency Act. Base pay information is based on geographic location.

We believe an equitable and inclusive work environment and a diverse, empowered team are key to achieving our mission. We’re not looking for candidates who are “culture fits.” We’re looking for candidates who can expand our culture and challenge business as usual. We strive to foster an environment where all staff can bring their whole selves to work, by their own definition, and we strive to provide all candidates with an equitable and accessible recruitment process.

We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics.

In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

If we can offer accommodations for you in the recruitment process, or if you have feedback on how to make our recruiting more equitable or accessible, please let us know!