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Manager, Pet Care and Veterinary Success

March 11, 2026

Manager, Pet Care & Veterinary Success at Vetster

Location: Remote US

Join Our Mission:

Are you a passionate, results-oriented leader ready to revolutionize the virtual pet care industry? Vetster is seeking a Manager, Pet Care & Veterinary Success to lead two of our most critical client-facing functions: the Pet Care Team and the Veterinary Success Team.

This pivotal role is responsible for the overall strategic direction, operational excellence, and measurable impact of our supply-side (Veterinary) and client-side (Pet Parent) engagement strategies. You will directly manage two dedicated Team Leads, ensuring both functions are aligned with Vetster’s mission to deliver trusted, high-quality, and reliable virtual care that drives customer satisfaction, retention, and marketplace revenue.

If you thrive on coaching leaders, optimizing processes, and connecting clinical expertise with measurable business outcomes, we invite you to lead this high-impact organization.

Your Strategic Impact

You are accountable for delivering timely, high-quality care to pet parents, supporting veterinary professionals, and driving strong clinical outcomes and sustainable revenue. As an operational leader, you direct teams to identify opportunities, take action, and continuously improve care delivery on the platform.

Practice Leadership & Care Delivery

Lead the day-to-day operations of the care platform, balancing the needs of pet parents, veterinary professionals, and the business
Set priorities and direction for the Pet Care and Veterinary Success teams, ensuring daily activities align with pet health outcomes and marketplace performance
Act as the primary decision maker for how care is delivered day-to-day, including workflow design, escalation paths, service standards, and cross-team handoffs across Vetster
Own chat performance, including quality, responsiveness, and resolution outcomes, while ensuring enterprise accounts receive consistent, high-touch support
Guide teams through growth and change while maintaining consistent, high-quality care
Direct proactive identification of care gaps, follow-ups, and re-engagement opportunities (e.g., lapsed clients, medication adherence)
Translate clinical insights into actions that improve pet outcomes, client trust, retention, and VetsterRx performance
Ensure teams focus on high-impact activities that balance compassionate care with operational efficiency

Veterinary Network, Team Leadership & Performance

Own the health, reliability, and engagement of Vetster’s veterinary professional network
Optimize scheduling, coverage, and capacity to meet demand while supporting veterinarian wellbeing
Ensure accountability for appointment quality, reliability, and prescribing standards through monitoring and coaching
Lead and develop Team Leads responsible for day-to-day execution
Deploy teams effectively across peak demand and downtime, emphasizing proactive outreach and quality improvement
Use KPIs and frontline insights to drive performance across pet health outcomes, client satisfaction, vet reliability, and revenue
Partner with senior leadership to evolve and scale

What You Bring:

Required Qualifications

3+ years of experience as a Veterinary Practice Manager or equivalent in a multi-site veterinary organization in the U.S.
Proven ability to oversee day-to-day operations, including scheduling, workflow management, and team coordination
Experience working closely with veterinarians and RVTs to drive performance, quality care, and operational efficiency
Strong leadership experience, including coaching and developing supervisors or team leads

Preferred Experience

Familiarity with telemedicine or centralized clinical operations
Experience using data to drive operational decisions and improvements

Compensation and Benefits

The expected salary range for this role is $60,000-$75,000 USD
Unlimited access to Vetster for your pets.
Generous vacation and personal day policy.
Comprehensive health and dental benefits for you and your family.
Competitive salary with market alignment.
401k matching and Employee Stock Option Plan.
Parental leave top-up
Opportunities for career growth and international assignments.
A culture of inclusivity, equity, and team engagement.

Our Hiring Process

We believe in a transparent and respectful hiring process. Here’s what you can expect:

Stage 1: Introductory Meeting: A 30-minute Google Meet video call with Keltie Neville (People Operations) to share more about the role and Vetster and to learn more about you.

Stage 2: Skills Interview: A 45-minute Google Meet video interview with Lauren Azzopardi (Director, Customer Success) and Caroline Hale (Director, Pharmacy Care), where they will take you through the role roadmap and learn more about your skills and experience.

Stage 3: Mock working session and discussion: A 60-minute Google Meet video interview with Brody Slacer (VP, Business Operations and other members of the Operations and Veterinary Success teams. Prior to the meeting, a work assignment will be provided (we will compensate you for your time).

We use a third-party for reference and background checks at the time of offer.

Ready to Make a Difference?

Embark on a fulfilling journey with us to shape the future of pet healthcare through design. If you're driven by innovation, collaboration, and a love for pets, apply now to join our mission-driven team.

Accommodations:

Vetster welcomes and encourages applications from everyone! We are committed to accommodating candidates in ways that will make them comfortable and successful throughout the hiring process - both physically and mentally. These accommodations are available at every stage of the application process upon request.

We review all applications personally—no AI is used in our screening or selection process.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...