Program Manager

Program Manager

Do you love animals and the people who love them? Are you passionate about joining an organization with a clear and inspired purpose?

Make your love of pets into the career of a lifetime.

You are passionate about creating an environment where our team members can thrive and be their best self?NVA Canada is looking for a self-driven, trusted and outgoing business partner to understand the business, form strong relationships, distill information quickly, provide sound advice and strong solutions in support of our culture, values and business growth.

NVA Canada is looking to hire a Program Manager (PM) to join our growing team. The Program Manager is primarily responsible for managing Wellness Program* launches at hospitals, supporting hospitals currently offering Wellness Plans, and furthering various initiatives and processes within the program including the administrative plan builds in AVImark for Launches and Refreshes, further various Wellness program initiatives and processes.

The PM will be responsible for managing a portfolio of assigned hospitals and will partner with NVA’s field leadership and CSC teams to drive success across various metrics.

Pet Wellness Plans are packages of preventive care services which are customizable to the standard of care at each hospital.

Wellness Plans provide pets with inclusive, quality care while giving clients the ability to spread the cost of care over time.

Depending on hospital-specific plans, clients may also receive a discount on their veterinary services. Wellness Plans also provide additional benefits to the hospital, including

• Increased patient visits
• Improved patient care
• Further established client loyalty
• Reduced client resistance to medical recommendations
• Strong organization and attention to detail to build hospital wellness plans through effective facilitation and partnership
• Collaborate with hospital veterinarian teams to ensure that their standard of care is aligned, documented, and reflective of their medical practices.

Provide insights / best practices from existing Wellness hospitals to support plan builds

• In partnership with hospital and field leaders, facilitate wellness plan pricing assessment to ensure that hospitals maintain the optimal balance between client discount benefits and hospital revenue growth
• Within the hospital’s Practice Information Management System (PIMS) and use of Microsoft Excel, extract various reporting and build the hospital’s wellness plans with partnership from Business Intelligence
• Act as a trainer, facilitator, and subject matter expert for wellness program
• Facilitate and manage program Launches at hospitals
• Develop and deliver various trainings to promote program growth (hospital level and Support Center)
• Identify / anticipate barriers to success within hospitals and divisions and partner with leadership teams to overcome them
• Effectively communicate business and industry conditions regarding pet wellness to assist hospitals in making informed business decisions
• Manage a portfolio of hospitals and drive program growth
• Partner with Field Leadership Teams to develop and manage Divisional strategic growth plans
• Assess hospital readiness and team buy-in, securing alignment prior to Launching new Wellness hospitals
• Provide post-Launch support to strengthen and / or grow programs within new Wellness hospitals
• Work with existing hospitals (with guidance / direction from Field Leaders) to implement / change various elements of the hospital’s specific Wellness program (e.

g., adjusting workflow, improved marketing, client communications, etc.)

• Analyze and interpret operational reports to support decision making
• Build and maintain critical business relationships through effective servant leadership
• Conduct program introduction calls to new acquisitions (Hospital Managers and Managing DVMs)
• Build relationships to maximize success, including pre- and post- Launch support and training
• Manage / provide onboarding to new Hospital Managers and Managing Veterinarians
• Provide / Manage Wellness onboarding for new Field Leaders
• Consistently partner with division leadership to assess Divisional Wellness Program needs (including current and future potential hotspots as well as program Launch and Refresh readiness)
• Collaborate with other departments (e.g., Business Intelligence (reporting), Marketing, IT, Client Service Center, etc) to drive various initiatives forward
• Support overarching wellness program operations through :
• Collaborating with our internal Wellness team and hospitals to improve overall operations
• Designing and developing processes, resources and associated documentation (e.g., guides, checklists, trainings)
• Advancing various initiatives through dynamic project work

Work Environment :

• The PM role is highly autonomous, strong applicants will be very self-driven
• Travel is required, expected up to 50% of the time. Majority of travel is to individual hospitals (training / facilitation).

Elements of the role can be done remotely.

• Driver’s license required
• This position has no direct supervisory responsibilities, but does serve as a coach and mentor for other positions within the company.

Required Education and Experience :

• Bachelor’s degree or equivalent work experience is required
• 5 years of experience with training responsibilities at national level
• Previous multi-site and / or project management experience preferred
• Previous experience managing a P&L is an asset
• 1-year minimum veterinary background; Hospital Management an asset
• Proficiency in assessing, managing and developing processes, efficiencies, standards, metrics, and benchmarks
• Strong organizational and project management skills
• Knowledge and belief in pet wellness & preventive care packages
• Experience with core Microsoft Office programs (Outlook, Word, Excel, PowerPoint)
• Knowledge and familiarity with AVImark practice management software systems

Critical Competencies for Success in the Role :

• Think "how" instead of, "no." Always look for creative solutions that achieve NVA Canada’s goals and mitigates risk.
• A servant culture leadership approach.
• Demonstrated ability to build and maintain strong relationships across diverse populations and stakeholders
• Ability to work independently, a self-starter with a "roll up your sleeves" approach to work
• Dig, dig and then dig some more : find the root cause of the issue and help the leader resolve it. This may involve some radical candor, transparency and difficult conversations - all for the betterment of the business and our employees.
• Collaborate and leverage all of the capabilities we have on our team to create new learning opportunities, creative initiatives and sustainable programs that empower leaders and employees to make the most of their careers.
• Always focus on the heart of our success - our people. Help leaders create policies that are realistic yet compassionate and encourage desirable outcomes.
• Embrace new ideas and always assume positive intent - we are here to support each other to be the very best we can be.
• Be purpose driven - fully embrace our sites’ missions and seek to truly understand what drives their employees to come to work every day.
• The power to influence - it will be important to think systematically and holistically, considering historical perspectives, relationships capabilities and culture to help formulate your best guidance.
• Agility : ability to work in a dynamic environment and remain effective through ambiguity and change
• Strategy and Problem Solving : ability to grasp the "big picture" and translate it to practical solutions; ability to identify root causes and solve problems holistically
• Credibility and Trust : detail oriented; ability to manage confidential, sensitive information with discretion.
• Business Acumen : demonstrate ability to learn organizations and systems quickly; solid understanding of business issues and challenges

National Veterinary Associates ("NVA") is the largest private owner of freestanding veterinary hospitals, pet resorts and specialty pet hospitals in the United States and Canada.

Each general practice hospital, specialty hospital and pet resort operates under their own brand. With recent rapid growth locally, NVA Canada is looking for dynamic people with the ability and knowledge to manage the operation today and tomorrow, while also looking to scale support for a much larger and complex growing organization.

A cornerstone of the NVA culture is a servant leadership approach to our business, our hospitals, our pet resorts and our teams.

We find people who exemplify the same servant leadership approach are best suited for NVA. We are a support centre and community that cares for the care giver and dedicated to the love of animals and the people who love them.