Field Operations Partner

At Petfolk, we’re reshaping veterinary care by blending high-quality medicine with a welcoming, connected experience for pets, their families, and the professionals who care for them. Field Operations Partner The Field Operations Partner is Petfolk's stabilization force, a seasoned operator who steps in when a Pet Care Center is temporarily without a business partner (BP) and keeps the business running without missing a beat. Rather than relocating to a single site, this role stabilizes multiple Pet Care Centers at once through remote management, and is responsible for building the process that makes remote stabilization repeatable across the network. This is not a role for someone who needs a ramp period or a playbook handed to them. It is built for someone who reads a team fast, connects with people in person and from a distance, and finds satisfaction in leaving things better than they found them. When not stabilizing a site, the role owns technician hiring for all new Pet Care Center launches in partnership with the recruiting team, and flexes into a mentorship role with BPs and their teams during launches, periods of struggle, and turnover. Operating across the PCC network with roughly 50% travel, the Field Operations Partner protects core KPIs, steadies teams, and executes clean handoffs to incoming permanent BPs, all while upholding the Petfolk standard with consistency & calm. Essential Duties & Responsibilities Remote Stabilization & Coverage ● Step in when a Pet Care Center is temporarily without a Business Partner, stabilizing operations remotely to prevent disruption to staff, patients, and performance, often across more than one location at the same time ● Assess the current state of each Pet Care Center quickly, identify the most critical gaps, and prioritize accordingly. The goal is fundamentals first, not new initiatives ● Partner with the assigned Regional Business Partner to align on a stabilization plan with defined milestones and a clear handoff timeline, and execute within the framework the RBP establishes ● Set a calm, steady tone from day one, build credibility with each team through consistent communication and follow-through, and level the operation without drama ● Deliver a structured transition summary to each incoming permanent BP covering Pet Care Center status, open items, staff dynamics, and actions in progress Building the Remote Management Process ● Design and refine the process for managing multiple Pet Care Centers remotely, including the cadence, tools, communication rhythms, and on-site touchpoints that keep a location on standard without a BP in the building ● Establish the daily and weekly routines that let one operator hold several sites at once without losing visibility ● Document what works so remote stabilization becomes a repeatable capability the Operations org can scale KPI Continuity & Performance ● Own Pet Care Center KPI performance throughout each engagement, including PetfolkCare compliance, block-off management, COGS, pre-appointment estimate usage, and forward booking rates ● Monitor daily and weekly performance data across all assigned sites, identify drift early, and course-correct without delay ● Surface persistent or structural issues to the Regional Business Partner for resolution beyond the scope of the engagement Operational Continuity ● Keep support staff training, onboarding, and scheduling practices active, consistent, and on standard throughout each engagement, coordinating with on-site staff to execute ● Oversee ordering, inventory management, and receiving so nothing lapses in the absence of a permanent BP ● Identify training gaps that surfaced during or prior to the BP departure and coordinate with the team to address them New Launch Technician Hiring ● Own technician hiring for all new Pet Care Center launches, partnering with the recruiting and talent team on sourcing, screening, and selection ● Set the bar for technician quality at launch and make the final field call on who joins each new team ● Build a consistent, repeatable hiring approach that keeps pace with the launch calendar as the network scales Mentorship & Business Process Support ● Flex into a mentorship role with BPs and their teams, spending in-person time on the ground during new launches, when a site is struggling, and through turnover ● Coach BPs on operational standards, the fundamentals of the role, and the systems that hold a Pet Care Center together ● Carry field knowledge from one site to the next, raising the operational standard across the network Competencies ● Strong working knowledge of Pet Care Center operations in a veterinary, healthcare, or multi-site retail environment, including scheduling, inventory, and support staff management ● Able to orient quickly in an unfamiliar location, assess the state of operations, and execute priorities without a ramp period ● Proven ability to manage multiple sites or teams remotely, holding standards without being physically present ● Systems builder: turns what works into a repeatable process others can follow ● Builds trust fast, in person or remote, and sets the operational tone. Direct and decisive without being harsh ● Instinctively connects with people and establishes credibility with a team quickly, naturally setting the standard others follow ● Sound judgment in hiring; can evaluate technician talent and make confident selection calls in partnership with recruiting ● Comfortable coaching and mentoring managers and teams through pressure, change, and transition ● Data-literate; reads and acts on KPI dashboards in real time across multiple locations ● Highly self-directed, organized, and energized by new environments and change Education and Experience ● 3+ years of experience in a Business Partner, Practice Manager, or equivalent multi-site operations role, preferably in veterinary, healthcare, or retail services ● Demonstrated experience managing operations independently during periods of staffing transition or leadership change ● Experience managing or supporting teams remotely strongly preferred ● Hiring or interviewing experience preferred ● Familiarity with Petfolk systems, scheduling platforms, and reporting tools preferred but not required ● Bachelor's degree in Business, Healthcare Administration, or a related field preferred; equivalent experience accepted Work Environment ● Hybrid role combining remote multi-site management with roughly 50% travel within the PCC network. Stabilization engagements are triggered by the Director of Operations Planning & Strategy based on turnover, vacancies, or coverage needs, typically run until a permanent BP is placed (often 4 to 8 weeks), and may run concurrently across more than one site. ● In-person time concentrates on new Pet Care Center launches, struggling sites, and turnover situations, where physical presence matters most. ● This role operates at the PCC Business Partner level, reporting to the Director of Operations Planning & Strategy. During stabilization engagements, this role executes within the direction of the assigned Regional Business Partner. ● Additional weekend presence expected during active engagements and launches given the operational intensity of transitions. ● Travel expenses including transportation, lodging, and per diem are covered in accordance with Petfolk's travel policy. ● This is a permanent, full-time role. High performers may be considered for transition into a Regional Business Partner position over time. —- This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. Petfolk is an equal-opportunity employer. It is the company's policy to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, gender identity or expression, or veteran status.