Director of Operational Excellence and Experience

Job Description

Job Description

Director of Operational Excellence and Experience
Veterinary United | Southeast Michigan

Welcome to Veterinary United – a mission-driven, DVM-owned practice group rooted in Southeast Michigan, with 20+ thriving hospitals and growing. We believe in evolving veterinary care through a culture of joy, empathy, excellence , and community . As we grow, we’re seeking a dedicated and people-focused Director of Operational Excellence and Experience to elevate both client experience and team satisfaction across our network.

Why This Role Matters

This is more than operations—it’s about culture, service, and connection . You’ll be the voice of experience excellence, partnering with our site leaders and teams to identify what’s working, where we can grow, and how we can deliver unforgettable care to every client and every patient—while also creating an environment where team members feel inspired, supported, and empowered .

Reporting to our Director of Operations and collaborating closely with senior leadership, you’ll help create consistency in standards, service quality, and employee experience , transforming feedback into actionable strategies that make our hospitals better every day.

What You’ll Be Doing

• Visit and support clinics across our organization to evaluate, enhance, and unify client and team experiences

• Partner with Site Leaders to identify operational opportunities and implement service-driven improvements

• Lead feedback collection efforts (surveys, listening sessions, one-on-ones) to understand pain points and successes from both clients and staff

• Establish and refine best practices, training standards, and recognition programs that reinforce our values and elevate our culture

• Collaborate across departments to streamline processes that impact front-of-house operations, workflow, and communication

• Support leadership development and provide coaching that improves morale, engagement, and performance

• Conduct routine on-site visits and experience audits, translating learnings into insights and recommendations for continuous improvement

• Align improvements with our broader strategic goals and growth plan

What We’re Looking For

• Bachelor’s degree required; ideal backgrounds include veterinary or healthcare operations, hospitality, or business leadership

• 1–3 years of experience in multi-site operations or experience improvement roles

• Strong interpersonal and communication skills—you build trust quickly and lead with empathy

• A passion for team culture, client service, and operational excellence

• Creative problem solver with a continuous improvement mindset

• Ability to travel regularly to practices across Southeast Michigan

You’ll Thrive Here If You…

• Love building bridges between people, process, and purpose

• Are energized by field work, collaboration, and leading from the front

• Believe that every client and every team member deserves to feel seen, heard, and valued

• Want to grow with a company that values evolution, believes in its people, and leads with integrity

Help us shape what excellent looks like—for our teams, our clients, and the communities we serve.
Join Veterinary United and lead the experience evolution.