Hybrid & Virtual Channel Lead

The Hybrid and Virtual Lead is responsible for shaping the strategy, operating model, deployment approach, and continuous improvement priorities for VCA’s hybrid and virtual care channels. This role partners closely with the Head of Channel Operations, hospital and field leadership, Medical Operations, Digital Technology, Client and Demand teams, Finance, P&O, and other Support Office partners to build scalable operating standards that make hybrid and virtual care easier to execute, easier to measure, and more valuable for clients, patients, associates, and hospitals.

This is a strategic, hands-on role for an operations leader who can translate emerging care models, digital capabilities, client expectations, and hospital realities into practical playbooks, workflows, tools, and adoption routines. The role does not own day-to-day field execution; it owns the system, standards, feedback loops, and improvement roadmap that enable consistent execution across hybrid and virtual care environments.

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:

Strategy, Operating Model, and Deployment

• Develop and maintain the strategic roadmap for hybrid and virtual care operations, aligning channel priorities with enterprise goals, medical quality expectations, client access, and hospital performance objectives.
• Design and continuously improve channel-specific playbooks, SOPs, workflows, deployment kits, leader guides, and adoption routines that support consistent execution across hybrid and virtual care environments.
• Translate enterprise priorities from Medical, Client and Demand, Finance, P&O, Digital Technology, and other functions into practical, field-ready tools that can be adopted without heavy interpretation.
• Partner with field, hospital, medical, and Support Office leaders to sequence initiatives appropriately and ensure implementation plans reflect hospital capacity, associate workflow, and client experience realities.
• Monitor adoption, performance, and operational outcomes; use data and field feedback to identify where standards should be reinforced, redesigned, simplified, or differentiated by channel.

Growth, Access, and Care Model Development

• Identify and prioritize opportunities to expand access to care through hybrid and virtual solutions, including digital triage, virtual consults, virtual follow-up care, client communication workflows, remote support models, and integrated hospital care pathways.
• Build business cases for new hybrid and virtual initiatives, partnering with Finance, Digital Technology, Medical Operations, and Field Operations to size opportunity, operational impact, investment needs, and success metrics.
• Support pilots, test-and-learn cycles, and scaled deployments that improve access, schedule utilization, client conversion, continuity of care, and hospital productivity.
• Track veterinary, digital health, telehealth, client experience, and competitive market trends to inform channel strategy and future operating-model choices.
• Ensure hybrid and virtual care models strengthen the connection between digital access, hospital care delivery, and long-term client and patient relationships.

Associate, Hospital, and Field Experience

• Generate and champion ideas that reduce operational friction, administrative burden, and unnecessary variation for hospital teams participating in hybrid and virtual care models.
• Gather direct feedback from hospital leaders, field leaders, veterinarians, technicians, client service associates, virtual care teams, and support partners; translate feedback into practical process, tooling, training, or workflow improvements.
• Partner with Learning and Development, P&O, Medical Leadership, Digital Technology, and Communications teams to ensure initiatives are supported with clear training, change management, adoption guidance, and leader messaging.
• Serve as a visible, trusted Business Operations resource for teams navigating new hybrid and virtual care programs, enterprise tools, digital workflows, and channel-specific operating expectations.
• Establish feedback loops and after-action reviews that distinguish execution issues from design, training, tooling, staffing, or process issues.

Performance, Analytics, and Continuous Improvement

• Define and monitor channel-appropriate KPIs for hybrid and virtual care, including access, adoption, utilization, conversion, schedule impact, client experience, associate experience, case handoff quality, revenue contribution, and operational sustainability.
• Conduct root-cause analysis of systemic performance barriers and determine whether improvement opportunities relate to field execution, operating design, workflow, training, technology, policy, staffing, or client behavior.
• Lead disciplined continuous-improvement cycles by setting hypotheses, testing changes, measuring outcomes, and updating playbooks and standards based on evidence.
• Partner with Business Intelligence, Finance, and Digital Technology teams to create dashboards, reporting routines, and decision support that help leaders understand performance and prioritize action.
• Prepare clear updates, executive summaries, recommendations, and decision materials for the Head of Channel Operations and VP of Business Operations.

EDUCATION/EXPERIENCE:

• Bachelor’s degree in Business Administration, Operations, Healthcare Administration, Veterinary Management, Digital Health, Organizational Leadership, or a related field, or an equivalent combination of education and experience.
• Minimum 7 years of progressive experience in veterinary operations, healthcare operations, digital health, telehealth, multi-site service operations, field operations, program deployment, or a related operating environment.
• Experience designing, deploying, or scaling operational programs across multiple locations, distributed teams, digital platforms, or complex service environments.
• Strong understanding of hybrid care, virtual care, client access, hospital workflows, veterinary medicine, clinical operations, or a demonstrated ability to quickly learn complex care-delivery models.
• Demonstrated ability to translate strategy into practical playbooks, workflows, tools, training materials, implementation plans, and measurable operating routines.
• Strong project management, change management, stakeholder management, and executive communication skills.
• Analytical mindset with comfort using data, dashboards, operational metrics, feedback loops, and root-cause analysis to identify opportunities and measure impact.
• Advanced proficiency with Microsoft 365, including Word, Excel, PowerPoint, Outlook, and Teams; experience with Power BI, Smartsheet, workflow tools, digital health platforms, or practice-management systems preferred.
• Willingness and ability to travel periodically to hospitals, Support Office locations, and field meetings, generally up to 10% of the time based on business needs.

*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:

• You have worked directly in or closely with veterinary hospitals, healthcare teams, client-support functions, digital care models, or multi-site service organizations and understand how work actually happens at the front line.
• You are energized by emerging care models and can balance innovation with operational practicality, medical quality, client trust, and associate experience.
• You know the difference between a standard that looks good centrally and one that can be adopted consistently in a busy hospital or virtual-care environment.
• You simplify complexity, build around the end user, and communicate clearly with hospital teams, field leaders, Support Office partners, and executives.
• You combine strategic thinking with disciplined execution, strong judgment, curiosity, and a willingness to test, learn, adjust, and scale what works.

Additional Information: Compensation is negotiable based on education, experience, and other relevant credentials. The US base salary range for this full-time position is $104,393 - $180,077. 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.