Operations Manager/Sr. Manager, Mobile Clinics- City Launcher

What You'll Own:
x City Launch Execution Own the end-to-end launch plan for each new city: store/retail partner approval, event scheduling, staffing, inventory, and go-live. Be the on-the-ground operator for early pilot events including hands-on logistics, troubleshooting, and direct coordination with vets, vet techs, and store partners. Build and refine a repeatable city launch playbook based on what's learned at each new market, so launches get faster and more predictable over time. Local Staffing & Vendor Management Recruit, hire, and manage local staffing for each market: veterinarians or RVT/LVTs, vet assistants, and customer service reps, in partnership with Veterinary Operations. Own relationships with retail partner locations (e.g., PetSmart) in each city securing approvals, negotiating logistics, and maintaining the partnership day to day. Manage distributor and supply relationships to ensure vaccines, medical supplies, and equipment are reliably stocked and compliant with cold-chain requirements. Operational & Financial Ownership Own the P&L for each city launch: revenue, labor cost, vaccine and supply cost (including wastage), marketing spend, and setup cost and hold the business accountable to break-even and ROI targets. Track and report on core KPIs: customers served per event, average order value, CSAT, membership opt-in and conversion rate, and event-level profitability. Make the call on which cities and store locations to prioritize next, based on performance data from prior launches. Cross-Functional Coordination Partner with Marketing on local customer awareness and pre-arrival campaigns for each new market. Partner with Legal/Compliance to ensure each new state or municipality's licensing, VCPR, and regulatory requirements are met before launch. Partner with Tech/Product to surface field feedback on the associate app, booking flow, and payment experience, and prioritize fixes that unblock scaling. Partner with Finance/Admin on revenue processing, GL setup, and insurance coverage for each new market. Playbook & Scale Document what works (and what doesn't) at each stage of rollout, converting hard-won pilot lessons into standard operating procedures. Build the operational foundation that allows this to go from a hands-on, founder-style pilot to a scalable, multi-city business line with local teams executing against a proven model.

What Success Looks Like:
The pilot cities hits target throughput (10 -15 pets seen per hour) and average order value ($100+) consistently. Each event breaks even or better on a fully-loaded basis (labor, vaccines, wastage, supplies, marketing, amortized setup). A clear, documented playbook exists that a new hire or local partner could use to launch a new city with minimal hand-holding. Membership opt-in and paid conversion rates are tracked and improving launch over launch. The business has a clear, data-backed point of view on which 3-5 cities to launch next.

What We're Looking For:
6-8+ years in operations, market/city launch, general management, or field operations ideally at a startup that has scaled a physical, multi-location or multi-market operation (on-demand, retail, healthcare, or similar). Direct experience owning a P&L or unit economics for a business line, store, or market and comfortable with break-even analysis, not just execution. Strong vendor and partner negotiation skills, you'll be the face of Dutch to retail partners and local vendors. Comfortable with genuine ambiguity: this business line doesn't have a playbook yet, and part of the job is writing the first one. Willingness and ability to travel 60%+ during active launch periods including weekends. Nice to have: experience in veterinary, healthcare, or another regulated field where compliance and licensing are part of standing up a new market.

Why Work for Dutch:
Competitive compensation Health, dental, and vision insurance Flexible PTO 401k plan Robust holiday schedule Growth opportunities!

Dutch's Guiding Principles:
Pets First – Business and medical decisions are always guided by the pet’s best interest. Agile Like a Cat – We move quickly with thoughtfulness and precision. Creativity is our Catnip – We push boundaries and make complex topics easier to understand. Be the Human Your Dog Thinks You Are – Lead with kindness, clarity, and care.