Practice Manager - New York

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. Through our membership model, we deliver exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality in thoughtfully designed, stress-free spaces. Founded in 2019 with our flagship location in Manhattan's West Village, Small Door has quickly expanded across the East Coast. In July 2026, Small Door and Bond Vet merged to build a more connected, accessible, and compassionate veterinary care experience across routine, primary, and urgent care. The combined organization will span more than 55 clinics across major Northeast, Mid-Atlantic, and Midwest markets, serving over half a million pets. Practice Managers are key business stakeholders in the field and report directly up to the Regional Manager of Practice Operations.

Responsibilities

Manage, develop, and lead a high-performing team in providing exceptional hospitality and care; Lead Practice Team meetings (in collaboration with the Clinical Leadership) to cascade operational updates and drive change; Uphold a culture of safety, compliance, collaboration, and inclusivity; Manage bi-weekly payroll, and time and attendance for practice employees; Take ownership of and handle escalated situations with members to ensure resolution; Maintain a 360° view of the practice and lead the team in ensuring that all facilities and brand standards are being met; Own the engagement of all staff within the practice, and plan and execute quarterly outings or events; Act as a Hiring Manager and partner with the recruiting team to grow the practice and manage backfills; Oversee the onboarding of new employees; Oversee and analyze the practice's P&L and revenue by type, identifying trends and growing top line revenue; Manage the practice budget with an eye toward profitability (including COGs, labor, and inventory management); Review KPI dashboards and craft business plans for the practice; Collaborate with Managing Veterinarian and regional leadership to meet and exceed revenue targets; Manage and optimize the appointment schedule, including surgery and specialist bookings; Create, update and maintain quarterly nursing and member experience schedules; Partner with HQ and regional leadership to create, review, improve and implement new initiatives and processes; Oversee practice ordering and manage inventory, including office, medical and retail supplies; Drive strong practices around deescalation techniques and handling potentially difficult situations; Ensure a consistent, high-quality member experience; Monitor and respond to client feedback from NPS, online reviews, and in-person interactions; Work 1 weekend day a quarter and be on call one weekend a month for emergency managerial intervention

Requirements

4+ years working in a veterinary or human healthcare practice; At least 2 years experience directly managing a team, coaching performance, and leading through change; Comfortable with navigating technology platforms, including Excel and Google Suite, with the ability of picking up new software and tech quickly; A self-starter and comfortable with being autonomous; Highly organized with the ability to prioritize multiple tasks with tight deadlines; Customer service-oriented and focused on the details; Ability to lift at least 25 lbs, on occasion and work on your feet for extended periods, as necessary; Flexibility to work occasional weekend or evening duties

Nice to have

Experience in a hospitality role and/or fast-paced startup; Strong business acumen and using data to achieve valuable insights; Experience reading, understanding, and managing P&Ls

Benefits

Competitive salary; Health, dental + vision insurance; 401K contributions; Upward mobility and growth opportunities; Flexible paid-time off, parental leave, and company wide holidays; Health & Wellness Monthly Stipend; Discounted veterinary care for your loved ones; An opportunity to make a real impact on the people around you; A collaborative group of people who live our core values and have your back