Head of Channel Operations - GP, Specialist, ER

VCA is looking for a Head of Channel Operations to architect how work gets done across our hospital network. This Senior Director will design and continuously improve the operating system for GP, Specialist and Emergency practices - translating enterprise standards into channel-appropriate playbooks, identifying where systemic underperformance is caused by the design of the work, and ensuring central programs are practical and deployable in hospitals. We are looking for a leader who combines multi-site operating-model experience, Lean and continuous-improvement discipline, strong cross-functional influence and a deep respect for the realities of frontline care.

SUMMARY OF JOB PURPOSE AND FUNCTION: 

• The architect of how work gets done across the hospital network: owns the operating system that makes consistent, high-quality execution possible across all three practice types, translating MVH and VCA standards into channel-specific playbooks
• Differentiates by channel where the three practice types genuinely operate differently; mindful that standardization varies by practice type, builds on best practice while closing gaps where practices diverge unnecessarily
• Owns the feedback loop between field performance and central design: identifies where underperformance has systematic causes across hospitals, and plays back the patterns that can be fixed, steered, or standardized centrally
• Decides playbook content and continuous improvement prioritization; changes affecting capital, tech, or cross-functional ways of working require Central Operations lead alignment

This role requires associates to work a hybrid schedule out of one of the MVH North America Hub Locations - Vancouver, WA | Santa Monica, CA.

Essential Responsibility/Tasks:

• Design and maintain the operating system for each channel, ensuring playbooks and SOPs are current, channel-appropriate, and deployable without heavy interpretation
• Convert central programs from Medical, Client & Demand, S&F, P&O, DT and other functions into field-ready kits that are coherent with the channel playbook; covering training, process, and tooling, working jointly with Corporate Affairs, Field and Med Ops on activation
• Own the Lean and continuous improvement (CI) program across all Divisions and channels, prioritizing improvement cycles and tracking whether changes deliver expected result
• Conduct root cause analysis of systemic underperformance, distinguishing execution failures from design failures and updating standards accordingly
• Develop time and motion standards that feed directly into the labor model, working with Operational Intelligence on workforce planning inputs
• Maintain the Hospital Protocol and Procedure Development function, keeping clinical-operational interface standards current and compliant across all channels
• Accountable for the design and maintenance of operational standards, playbooks, and the CI program across GP, Specialist, and Emergency channels; collaborating with other functions (Medical, Client & Demand, S&F, P&O, DT) on specialist input
• Does not own field execution: owns the system that makes field execution consistent across OUs, divisions and channels

EDUCATION/EXPERIENCE:

• Bachelor's degree in Business Management, or related field (or equivalent experience)
• 5-10 years of experience is required.

*All degrees will be deemed “or equivalent combination of education and experience” unless absolutely required to do the job (i.e., DVM degree for Veterinarian, Law degree for Attorney, etc.).

PREFERRED SKILLS AND QUALIFICATIONS:

• Has designed operating systems for a multi-site service business and knows the difference between a standard that looks good on paper and one that works in a busy hospital
• Runs continuous improvement with discipline: sets hypotheses, measures outcomes, and updates the system based on evidence
• Translates complexity into simplicity, building playbooks around the end user

Additional Information: Compensation is negotiable based on education, experience, and other relevant credentials. The US base salary range for this full-time position is $151,582 - $261,477. Our salary ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.