Senior Operations Manager

Job description

Join Vetcove and help modernize the future of veterinary software and the pet parent healthcare experience. Our suite of platforms features a market-leading procurement marketplace, an ultra-modern home delivery ecommerce experience, and a next-generation practice management system. More than 25,000 hospitals across all 50 states rely on Vetcove daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year. We are modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors in Silicon Valley, New York and Miami, Vetcove is a fast-growing, mission-driven company. We are searching for talented and passionate people who want to help shape the future of veterinary care. ## **What You’ll Do** - **Own Vendor Performance Management:** Run the weekly performance cadence across all fulfillment vendors: scorecard reviews, follow-ups, and corrective action plans; and hold partners accountable to SLAs with persistence and professionalism. - **Manage Partner Relationships:** Serve as the primary relationship owner for an assigned portfolio of fulfillment vendors: own the recurring meeting cadence, lead business reviews, advocate for Vetcove externally, and keep relationships strong through the ups and downs of operational performance. - **Analyze at Scale:** Interrogate large datasets (SQL, Excel, BI tools) to identify root causes, quantify operational impact, and build the case for process and integration changes. Defend your conclusions with data. - **Partner with Product & Engineering:** Translate recurring operational failure modes into integration and fulfillment improvements; write clear requirements, drive prioritization, and follow through until fixes ship and the metrics move. - **Operationalize New Initiatives:** Take run-state ownership of newly launched programs: build the SOPs, own the KPIs, and make the operational decisions that keep them healthy at scale. - **Build Operational Rigor:** Author and maintain SOPs, escalation paths, and process documentation that make our vendor operations consistent, auditable, and scalable as the platform grows. ## **What We’re Looking For** - 5-8 years of experience in operations, program management, marketplace/ecommerce operations, or supply chain – ideally in roles where you were accountable for external partner performance. - A documented record of relentless follow-through: you chase answers across organizations, escalate when needed, never let a thread die, and deliver on time without being reminded. - Strong analytical skills: proficiency in SQL (or demonstrated equivalent), advanced Excel/Sheets, and comfort drawing defensible conclusions from large, messy datasets. - Exceptional attention to detail: you notice the mismatched count, the silent data gap, the SLA miss buried in an average. - Experience managing vendor or partner relationships end to end; serving as a partner’s main point of contact, and balancing relationship-building with direct, constructive accountability conversations. - Excellent written communication and the ability to work cross-functionally with product and engineering teams. - Self-directed and highly organized in a fully remote environment. ## **Nice to Have** - Experience in ecommerce fulfillment, 3PL, pharmacy, or distribution operations. - Familiarity with BI/analytics tools (e.g., Hex, Looker, Tableau) and building or maintaining operational dashboards. - Background in animal health, healthcare, or another regulated fulfillment category. ## **Benefits (Full Time Roles)** - 100% remote within the USA - Medical, Dental, and Vision Insurance - Automatic 401k contribution - Employee referral program - At home office set up - Bi-annual company retreats - Open vacation policy - Equity - Monthly team events The typical base pay range for this role across the U.S. is: $100,000/year -$150,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $115,000 - $140,000 + bonus + equity + benefits. This salary range is a good faith estimate of what Vetcove may pay for this position at the time of posting. Actual compensation may vary based on skills, qualifications, and experience. The range reflects the base hourly rate or annual compensation (as applicable), and does not include bonus, equity or other incentives. In addition to base compensation, Vetcove offers a comprehensive benefits package. Please refer to the “Benefits (Full Time Roles)” section above for more details. To apply, please submit your application through Vetcove’s Careers Page. The application deadline is on an ongoing basis. Please note we are unable to sponsor work visas at this time. **Attention all job seekers!** We want to ensure that you’re well-informed about a serious matter affecting the job market. It has come to our attention that scammers are operating in the industry, impersonating employees and attempting to deceive savvy applicants like you. Here’s what you need to know: 1. Our job listings are exclusively available on official sites (our careers page, LinkedIn, BuiltIn, and Indeed). Be cautious of other sources claiming to represent us or any organization that you’re interested in. Stay on the lookout! 2. Authentic communications from our company will only come through verified email addresses and phone numbers. If you receive unexpected messages or calls, exercise caution and verify their authenticity. Don’t let scammers catch you off guard! 3. It's essential to independently verify the legitimacy of any job postings you come across. Visit our official careers page to confirm the validity of any openings. Stay proactive and protect yourself! 4. Remember that during the application process, we will ***never*** request sensitive personal or financial information from you. Be wary of anyone asking for such information. Keep your personal data secure! 5. If you suspect any fraudulent activity or encounter suspicious individuals, please report it immediately to our recruiting department. By working together, we can combat these scams and keep the job market safer for everyone. We understand the importance of your job search and want to ensure your experience is positive and secure. Always exercise caution and stay scam-smart! Employment is contingent upon successful completion of a background check. Vetcove is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are dedicated to providing a work environment free from discrimination, harassment, and retaliation. It is our policy to provide equal employment opportunity to all applicants in accordance with all applicable laws and regulations. If you require accommodations during the application or interview process, please let us know and we will make every effort to accommodate your needs.