Operations Manager/Sr. Manager, Mobile Clinics- City Launcher
Dutch · California · remote
What You'll Own:
- Own the end-to-end launch plan for each new city: store/retail partner approval, event scheduling, staffing, inventory, and go-live.
- Be the on-the-ground operator for early pilot events including hands-on logistics, troubleshooting, and direct coordination with vets, vet techs, and store partners.
- Build and refine a repeatable city launch playbook based on what's learned at each new market, so launches get faster and more predictable over time.
- Recruit, hire, and manage local staffing for each market: veterinarians or RVT/LVTs, vet assistants, and customer service reps, in partnership with Veterinary Operations.
- Own relationships with retail partner locations (e.g., PetSmart) in each city securing approvals, negotiating logistics, and maintaining the partnership day to day.
- Manage distributor and supply relationships to ensure vaccines, medical supplies, and equipment are reliably stocked and compliant with cold-chain requirements.
- Own the P&L for each city launch: revenue, labor cost, vaccine and supply cost (including wastage), marketing spend, and setup cost and hold the business accountable to break-even and ROI targets.
- Track and report on core KPIs: customers served per event, average order value, CSAT, membership opt-in and conversion rate, and event-level profitability.
- Make the call on which cities and store locations to prioritize next, based on performance data from prior launches.
- Partner with Marketing on local customer awareness and pre-arrival campaigns for each new market.
- Partner with Legal/Compliance to ensure each new state or municipality's licensing, VCPR, and regulatory requirements are met before launch.
- Partner with Tech/Product to surface field feedback on the associate app, booking flow, and payment experience, and prioritize fixes that unblock scaling.
- Partner with Finance/Admin on revenue processing, GL setup, and insurance coverage for each new market.
- Document what works (and what doesn't) at each stage of rollout, converting hard-won pilot lessons into standard operating procedures.
- Build the operational foundation that allows this to go from a hands-on, founder-style pilot to a scalable, multi-city business line with local teams executing against a proven model.
What Success Looks Like:
- The pilot cities hits target throughput (10 -15 pets seen per hour) and average order value ($100+) consistently.
- Each event breaks even or better on a fully-loaded basis (labor, vaccines, wastage, supplies, marketing, amortized setup).
- A clear, documented playbook exists that a new hire or local partner could use to launch a new city with minimal hand-holding.
- Membership opt-in and paid conversion rates are tracked and improving launch over launch.
- The business has a clear, data-backed point of view on which 3-5 cities to launch next.
What We're Looking For:
- 6-8+ years in operations, market/city launch, general management, or field operations ideally at a startup that has scaled a physical, multi-location or multi-market operation (on-demand, retail, healthcare, or similar).
- Direct experience owning a P&L or unit economics for a business line, store, or market and comfortable with break-even analysis, not just execution.
- Strong vendor and partner negotiation skills, you'll be the face of Dutch to retail partners and local vendors.
- Comfortable with genuine ambiguity: this business line doesn't have a playbook yet, and part of the job is writing the first one.
- Willingness and ability to travel 60%+ during active launch periods including weekends.
- Nice to have: experience in veterinary, healthcare, or another regulated field where compliance and licensing are part of standing up a new market.
Why Work for Dutch:
- Competitive compensation
- Health, dental, and vision insurance
- Flexible PTO
- 401k plan
- Robust holiday schedule
- Growth opportunities!
Dutch's Guiding Principles:
- Pets First – Business and medical decisions are always guided by the pet’s best interest.
- Agile Like a Cat – We move quickly with thoughtfulness and precision.
- Creativity is our Catnip – We push boundaries and make complex topics easier to understand.
- Be the Human Your Dog Thinks You Are – Lead with kindness, clarity, and care.