Job 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 our 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.

The Manager of Clinical Operations leads and oversees the delivery of exceptional service, ensuring every step of the client and patient journey is seamless, compassionate, and safe. This role champions a culture of service excellence and operational integrity, aligning clinical workflows with best practices to enhance client satisfaction, staff engagement, and quality outcomes. With a strong focus on experience, safety, and continuous improvement, the Manager fosters collaboration across multidisciplinary teams, implements efficient processes, and drives initiatives that elevate both the care experience and teams’ engagement. This position reports directly to the Senior Director of Hospital Operations, and has a dotted reporting line to the Senior Director of Community Medicine Operations.

Core Responsibilities

• Develops, enhances and implements client service standards, protocols and procedures
• Provides direct supervision to Client Experience and Pharmacy teams
• Works collaboratively with Nursing Manager to support client experience by the medical teams
• Establishes and maintains clear consistent communication with clients, between departments, and team members
• Participate in driving client visits through strategic client communication and local efforts.
• Verify accuracy of doctor’s schedule in PIMS
• Assist with running team huddles, team meetings and management meetings
• Oversee the scheduling of all team members by department manager/ supervisor
• Assist in the hiring, coaching, accountability and termination of all team members as needed with support from the Senior Directors of Hospital and Community Medicine Operations
• Oversee training of all new team members; ensure all mentors are accurately trained and providing regular feedback.
• Perform employee evaluations and reviews for team members and supervisors as needed.
• Resolve client concerns and escalations, ensuring follow up communication.
• Perform quality checks and reviews of patient files weekly
• Assist in the accurate reporting and completion of payroll to include completing lateness trackers, verifying employee clock in times or updating employee punch times as needed.

Requirements

• Bachelor’s degree
• a minimum of three years of related work experience as a manager in a fast paced, multi-tasking, high-responsibility environment, preferably within a medical environment or customer service oriented organization
• Experience working in veterinary field
• Competent in practice management software
• Experience in veterinary medicine and/or human medical management
• Understanding of standard veterinary terminology, procedures and animal health issues
• Experience/competence with veterinary practice software
• Strong computer skills including; word processing, spreadsheets, accounting software etc. and able to master veterinary software as applicable to hospital/clinic management
• Demonstrated success in managing a diverse team of professionals, skilled in managing varied relationships and successful at facilitating collaboration and cooperation
• Knowledge of principles and practices of staff management and the appropriate methods and means of dealing with human behavior situations in a variety of business circumstances
• Excellent communication skills including ability to mediate conflicts and give/receive feedback; ability to communicate effectively, verbally and in writing in a diverse range of audiences and settings
• Willingness to work the hours necessary to accomplish targeted responsibilities
• Ability to delegate responsibility, achieve and measure results with team members
• Participate in at least one individual learning opportunity each year

Physical Requirements and Work Environment:

• Work is performed in a veterinary hospital setting
• Regular sitting at computer stations and operation of electronic equipment
• Regular standing, bending, stooping and crouching
• Regularly moves about the campus to coordinate work
• Regular exposure to animals under stress
• Consistent exposure to animals in the workplace and animal allergens under conditions with limited alternatives available

Salary & Benefits

The starting salary for this position depends on the depth and breadth of experience. The expected range is $103,000 - $114,000 per year.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
• Generous Lifestyle Spending Account
• Mental Health Support with Talkspace
• 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 Mission Campus Veterinary Hospital and Spay/Neuter Clinic