Medical Staff Floor Manager

Job description

Summary: Overview As a Medical Staff Floor Manager at the ASPCA Animal Hospital, you’ll play a key role in supporting access to compassionate, high-quality veterinary care for pets and their families - especially those who have experienced hardship. You’ll energize and elevate a committed team, driving a high-performing medical floor while leading from the front as a visible role model. Who We Are AAH provides expert, urgent medical care to some of NYC’s most vulnerable animals. As a component of the NYC safety net system, we provide subsidized care for animals whose owners are experiencing financial challenges and cannot otherwise afford medical care for their pet. We also provide medical care for animals who come to us through our internal partners, including victims of cruelty and neglect as part of our partnership with the NYPD. The ASPCA Animal Hospital (AAH) is passionate about minimizing fear, anxiety, stress, and pain in our patients. Team members in this position are responsible for providing services and communication to clients, members of the public, co-workers, and patients that are consistent with our practice’s standards and Fear Free values. What You’ll Do A Medical Staff Floor Manager reports directly to the Senior Director, Floor Managers, and has 10-12 direct reports. As the Medical Staff Floor Manager, you will serve as a critical leader in delivering a seamless and compassionate experience for clients and their pets, ensuring high-quality service from check-in through check-out. In this role, you will be responsible for optimizing daily operations, identifying opportunities for workflow improvements, and ensuring consistent implementation of ASPCA protocols and Fear Free® practices. You will collaborate closely with leadership across AAH, and other ASPCA departments to align developmental strategies with organizational goals. As a people leader, you will provide direct supervision and mentorship to the LVT and HVA team members, fostering a positive, inclusive, and high-performing work culture. This includes overseeing daily operations, performance management, conflict resolution, and team development through regular coaching, constructive feedback, and tailored training initiatives. Additionally, you will monitor key performance indicators to evaluate service delivery, contribute to the development and enforcement of standard operating procedures, and actively participate in strategic planning to improve employee satisfaction and operational efficiency. Your leadership will be instrumental in building team resilience, driving accountability, and maintaining a service environment that reflects the ASPCA’s core values of compassion, excellence, and commitment to animal welfare. Where and When You’ll Work The schedules for this position are: Sunday- Wednesday 10a-8p and Wednesday-Saturday 10a-8p onsite at our 92nd Street location. This is a full-time position. Weekends may be required. Position may require occasional flexibility and occasional overtime. What You’ll Get Compensation Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future. The target hiring range for this role is $68,000-$73,000 annually. For more information on our benefits offerings, visit our website . Benefits At the ASPCA, you don’t have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to: Affordable health coverage , including medical, employer-paid dental, and optional vision coverage. Flexible time off that includes vacation time, sick and bereavement time, paid parental leave, 10 company paid holidays, and paid personal time off that allows you even more flexibility to observe the days that mean the most to you. Competitive financial incentives and retirement savings including a 401(k) plan with generous employer contributions — we match dollar for dollar up to 4% and provide an additional 4% contribution toward your future each year. Robust professional development opportunities including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field, and so much more. Responsibilities: Responsibility buckets are listed in general order of importance, and include but are not limited to: People Management & Development Build strong relationships, provide clear direction, and encourage opportunities for development, including annual performance reviews (behavioral competency-based) and disciplinary action when necessary. Develop and implement sound, simple policies and practices to improve AAH Standard Operating Procedures. Listen to and understand employee concerns, encouraging employees to problem-solve and create viable solutions. Build and maintain a strong-performing team. Utilize training, coaching, and continuous on-the-floor feedback to drive performance and ensure the teams have what they need to be successful. Lead staff in appropriate and professional handling of any adverse client or patient events. Assist in hiring, training, and onboarding, ensuring they foster a positive and productive work environment where patient care, client service, and our mission are a priority. Listen to and understand employee concerns, encouraging staff to solve problems and provide viable solutions. Set clear expectations and performance goals for both individuals and the team, ensuring alignment with departmental and organizational objectives. Oversee the annual review process and guide staff in achieving personal and professional growth. Promote and ensure the continual and consistent practice of using organizational core values and behavioral competencies. Set personal and team yearly goals and manage the yearly review process for all direct reports. Mediate and/or de-escalate employee conflicts and manage disciplinary actions when necessary. Drive cultural alignment by promoting and modeling the consistent practice of organizational core values and behavioral competencies across all levels of the team. Foster continuous development by delivering regular, high-quality feedback and conducting quarterly one-on-one meetings with all direct reports. Operational Support Maintain adequate staffing levels at all times; assign and/or re-assign appropriate responsibilities, as well as direct workflow to maximize productivity up to and after the close of business and maintain coverage in the event of call-outs, injuries, increased volume, etc. Set clear expectations and performance goals for both individuals and the team, ensuring alignment with departmental and organizational objectives. Oversee the annual review process and guide staff in achieving personal and professional growth. Assist staff on the hospital floor with direct animal care at least 50% of the work week. Review and approve operations team schedules as needed, time off, and timecards. As a closing manager, ensure staffing is adequate, and teams have completed all duties before leaving. Communication & Leadership Set clear expectations and performance goals for both individuals and the team, ensuring alignment with departmental and organizational objectives. Oversee the annual review process and guide staff in achieving personal and professional growth. Evaluate and improve operational systems by identifying opportunities for innovation and efficiency, and presenting data-driven recommendations to senior leadership that elevate patient care, client experience, and team productivity Perform other duties as assigned Oversee team performance and ensure a consistently high standard of care for all patients, in alignment with ASPCA policies, Fear Free® guidelines, and organizational benchmarks Demonstrate organizational agility by taking on additional strategic or operational duties as assigned, contributing to departmental goals, special projects, and long-term initiatives Lead resolution of complex issues by proactively addressing concerns, de-escalating challenging situations, and implementing sustainable solutions that uphold organizational reputation and client trust Qualifications Knowledge of basic veterinary terminology required Ability to fill the job requirements of a hospital vet assistant Proficiency in Excel, Word, and Power Point required Ability to plan, organize and effectively lead in a high-paced and fast-moving environment. Must be flexible and tactful in all communications Must be self-confident, motivated and possess the ability to interact effectively with ASPCA employees, clients and the public Language English required Education and Work Experience High school degree required Supervisory experience working in a veterinary hospital preferred. Ability to direct people as well as to interact with people fairly and courteously. Experience handling and restraining animals required Additional Information We encourage a candidate who demonstrates outstanding interpersonal communication and the ability to work in a team environment or independently, with a high degree of integrity and accountability. This position welcomes a candidate with a sense of humor that can balance flexibility and enthusiasm and thrives on detail. Language: English (Required) Education and Work Experience: Bachelors, High School Diploma (Required) 2 years management experience preferred, Licensed NYS Veterinary Technician, preferred, Minimum of 5 years’ experience working in a veterinary hospital preferred, Strong veterinary medical knowledge base