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Description About Us Here for animals since 1868, the San Francisco SPCA is a cherished San Francisco institution, known for compassion, excellence and innovation in the fields of animal welfare and veterinary medicine. We operate a public veterinary hospital, a high-quality, high-volume spay-neuter clinic, a community veterinary clinic, and provide low-cost community medicine programs. The SF SPCA saves the lives of homeless dogs and cats through our shelter medicine and adoption programs. Our innovative programs and services serve as models for humane organizations across the country and around the world. As a community-supported nonprofit, not affiliated with any national organization, our values: Be Generous, Fearless, and Connected guide over 350 talented and dedicated professionals to deliver on our promises each day. Iconic and innovative, the SF SPCA offers you the opportunity to join a team committed not only to veterinary excellence and animal welfare, but to a balanced and rewarding work environment. Role Description The Senior Director of Hospital Operations (SDHO) reports directly to the SF SPCA COO and plays a critical role in ensuring that the day-to-day operations of the SF SPCA’s Veterinary Hospital are efficient, effective and aligned with overall business and medical objectives. The SDHO will be responsible for leading and directing all operational aspects of the SF SPCA’s Veterinary Hospital including practice management/development, expanding charity programs and creating/operationalizing a strategic growth plan. This position works closely with the hospital’s Medical Director to manage the operation and clinical aspects of the facility to ensure the delivery of excellent client and patient care, high standards of customer service, and a positive work environment for staff. By balancing the operational and clinical demands of the veterinary hospital, the Senior Director of Veterinary Hospital Operations ensures that the facility runs smoothly and efficiently to provide exceptional care to animals and excellent service to clients. Core Responsibilities Leadership Contributes to the development of organizational objectives which are designed to ensure the continued growth of the hospital and the provision of high-quality veterinary services. Works with the Medical Director to ensure clear communication and coordination between medical and non-medical teams. Ensures that new and existing programs are conducted within an environment of financial viability and regulatory compliance. Diplomatically supports an environment and culture that is conducive to the implementation of organizational goals and achievement of the overall strategic plan. Serves as an effective spokesperson for the hospital in both internal and external settings. Is an active and valued member of the Directors’ and Leadership Circles. Collaborates with other members of the management team and with the Medical Director to identify appropriate operational strategies. Seeks to achieve optimal and measurable outcomes. Collaborates with the Medical Director and other key stakeholders to develop and execute strategic initiatives that drive the hospital's growth. Supports the development of new services, technologies, and procedures in alignment with the hospital’s mission and client needs. Leads efforts to identify and capitalize on new business opportunities, including potential partnerships, new service lines, or expanding the client base. In partnership with the Medical Director, assists in the development and implementation of the hospital’s scope of services. Serves as an advocate for the growth and development of veterinary healthcare programs at the SF SPCA. Plays a primary role in developing a strong customer service orientation which will result in improved internal and external relationships. Ensures that all organizational activities and operations are carried out in compliance with local, state/federal regulations, standards and laws governing veterinary healthcare operations. Actively participates with the governance and management of Client Experience staff in the decision-making structure and operational processes of the hospital. Serves as a role model to others by exhibiting the values of client relations and client advocacy in the development and administration of hospital programs. Promotes and maintains positive relationships among colleagues, subordinates and veterinary staff. Provides active leadership in all hospital operational decisions that affect patient care and overall operations, in close partnership with the Medical Director. Clinical Support Ensures that the operational needs of the hospital are met through on-going dialogue and coordination with medical directors and departmental managers. Oversees the installation of required technologies and equipment to support the maintenance of technical skills by clinical employees. Maintains positive and open communication channels with the Medical Director, nursing managers, and veterinary staff in order to stay abreast of concerns and issues related to patient care. Actively leads the development of hospital-wide programs, policies and strategies which address how patient-care needs are assessed, evaluated, and met. Responds proactively to the challenge of developing and maintaining operational strategies which support high-quality clinical programs within the financial constraints of the hospital and the SF SPCA. Operations Monitors and streamlines daily hospital operations, including patient flow, equipment use, and inventory management to maximize efficiency. Ensures that hospital resources (staff, equipment, supplies) are utilized optimally to provide high-quality care while maintaining cost-effectiveness. Works closely with the Medical Director to ensure optimal utilization of medical staff. Maintains effective communication throughout the organization. Monitors overall productivity in the areas of responsibility to maximize appointment utilization. Analyzes operational data and trends to identify inefficiencies or areas for improvement, driving continuous improvement efforts. Partners closely with the Marketing and Community Experience teams to develop and enhance the Hospital brand internally and externally, and leads efforts to identify new business opportunities, including potential partnerships or expanding the client base. Financial Overseeing the Hospital Business Administrator, ensure all financial management activities within the hospital including the development of an annual operating budget, variance analysis and weekly and monthly financial reports are accurate and complete. Develops annual capital budgets and a cost/benefit analysis for new or expanding programs and services. Monitors revenue and expenses, adjusting strategies to ensure financial health, profitability, and resource allocation. Develops performance standards used to measure the effectiveness and efficiency of personnel and programs. Uses outcomes data and clinical/operational benchmarks to measure improvement, establish operational guidelines and manage the utilization of resources, in partnership with the Medical Director. In conjunction with the COO, implements systems for capital budget formation, materials management, information systems, operating budget compliance, and internal controls. Facility Management In partnership with Facility Operations, ensure the physical environment of the hospital is clean, safe, and conducive to both patient care and staff productivity. Manage or delegate the maintenance and upkeep of the hospital’s medical equipment, hospital furnishings, and systems as needed. Human Resources In partnership with the People team, develops and evaluates programs which result in increased motivation, competency, and effectiveness of non-clinical personnel, including formal protocols and training programs. Delegates to appropriate managers the daily management of programs, practices, and initiatives. Creates a management structure which implements a comprehensive competency evaluation process that supports the skills of all non-clinical patient care providers by continuously assessing, monitoring, and enhancing performance levels. Ensures that the standards of Human Resources management are met and in compliance in all hospital operations. Requirements Master’s Degree or equivalent in a relevant field (MBA, MHA, MPH), or a bachelor's degree plus a minimum of seven years in an equivalent position is required; Certified Veterinary Practice Manager (CVPM) strongly preferred Minimum of 8 to 10 years of increasingly responsible management and supervisory experience including at least three years of successful, mid to senior-level, management experience within a complex hospital, clinic, medical department or other medical care organization Possess a demonstrated track record in translation of vision and mission into operating goals and achievement of strategic objectives Demonstrated thorough knowledge of current principles, techniques and procedures of healthcare operations, including health care practices, terminology, and technology as they relate to the provision of clinical services; experience in veterinary healthcare strongly preferred Possess demonstrated success in working with clinicians, particularly in the development of partnerships, programs and alliances with affiliated professional groups and recruited clinicians Possess an established track-record of community involvement which illustrates a personal commitment to volunteer activities and community service Commitment to the mission, values, goals, and success of the San Francisco SPCA. Excellent interpersonal communication skills, both oral and written. Skilled in managing varied relationships and successful at facilitating collaboration and cooperation. Ability to organize and maintain many variables to achieve the desired outcomes. Computer literate in word processing, spreadsheets, accounting software etc. and ability to master veterinary software as applicable to hospital/clinic operations. Knowledge of EzyVet preferred. Familiarity with major veterinary labs and imagining vendors a plus. Self-motivated to complete job tasks in a timely manner. Ability to consume, produce and apply data in an analytical fashion. Ability to mediate conflicts and give/receive feedback. Ability to work the hours necessary to accomplish targeted responsibilities. Experience in animal welfare and veterinary medicine environment a plus. Basic understanding of standard veterinary terminology, procedures and animal health issues. Salary & Benefits The starting salary for this position depends on the depth and breadth of experience. The expected range is $166,000 - $185,000. Regular, full-time positions are eligible for a benefits package including Paid Time Off and Holiday pay Medical, Dental & Vision insurance Life Insurance Long-term Disability Insurance 401k Retirement Plan and contribution matching Student debt relief program Pre-tax Commuter Benefits Discounts on retail and pet supplies Discounts on veterinary care at our SF SPCA Veterinary Hospital and Clinic The SF SPCA is an Equal Opportunity Employer. This job description reflects the assignment of essential functions and does not prescribe or restrict the tasks that may be assigned. The San Francisco SPCA is an at-will employer and may conduct pre-employment background checks and drug screening depending on the role.

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