Director of Operations

Vetster (vetster.com) is the world’s fastest-growing veterinary telehealth and pet care marketplace. Since our launch in 2020, we have established ourselves as a leader in the rapidly growing pet care industry. Named Pet App of the Year, Vetster makes it easier for pet owners to connect with the veterinary care they need - anytime, anywhere. We know that by empowering pet owners with easy-to-use, convenient services and an open marketplace, we can move the industry forward, create professional opportunities in the veterinary community, and fundamentally improve animal well-being and access to care.

The work we are doing is groundbreaking and is changing lives. We work in cross-functional teams and believe ownership and accountability, along with trust, respect, and inclusion, are core tenets of success in our new working paradigm. At all levels, successful Vetster team members are those who seek to advance their careers and share our ambition to build a global, high-growth brand.

Please note that this role is hybrid, with 2 days per week spent in our office in midtown Toronto, located at Yonge and Summerhill.

Reporting to the COO, the Director of Operations will lead company-wide operations and planning, and leadership of our Customer Experience organization. CE brings two functions together under one team: Support & Pet Care, and the RVT chat service for pet parents.

On the operations side, you'll partner with the COO on quarterly planning, process design, and the efficiency work that lets Vetster run at twice today's scale. On the CE side, you're stepping into a team made up of people who care, and it shows. We've served our customers well because of them. But the growth ahead is bigger than the systems built for the growth behind us, and we need someone who has lived that exact moment before: a strong team asked to do more, without the tools or structure built for the next stage.

This is not a ramp-up role in either direction. From day one, you'll run CE and shape how the company plans and operates. The two halves feed each other. Patterns you catch in CE often point to fixes the rest of the company needs, and operations work elsewhere often changes what's possible inside CE.

Key Responsibilities

• Running Operations
• Quarterly Planning & Execution: Partner with the COO on company-wide quarterly planning. Turn strategy into a plan, and a plan into work that ships.
• New Initiative Scoping: Take a rough idea from the COO or CEO and turn it into a scoped plan.
• Process & Systems: Audit how things get done today. Design and roll out the systems, tools, and standard operating procedures.
• Cross-Functional Project Ownership: Initiatives that touch Product, Marketing, and Sales but have no clear single owner today land with this person.
• Vendor & Budget Ownership: Support tooling, contractor relationships, and any operational spend that currently has no clear owner.
• Org-Wide Documentation: Map how work moves across departments.
• Risk & Dependency Tracking: Flag where one team's delay quietly becomes another team's blocker.
• Decision Follow-Through: Own the gap between a decision made in a leadership meeting and that decision actually happening.
• Performance & Analytics: Define the KPIs that matter across CE and operations.
• Leading CE
• Team Leadership: Own and lead the CE organization, Support and Pet Care, starting day one.
• Tooling & Efficiency: Bring real fluency with support and CX software.
• AI Competency & Innovation: Active engagement with our AI technologies to optimize operational workflows.
• Operational Efficiency: Cut the time and friction in how CE works.
• Core Metrics: Cut cost to serve per ticket by moving repeat, low-complexity issues off RVT time.

Required Skills & Experience

• Been There, Done That: You've taken a support or CE function through a fast scale-up.
• Support Software Fluency: Direct, hands-on experience with the tools that make a support team efficient.
• Team Development: A track record of taking a great team and making it the envy of any industry.
• Process Optimization: A history of building systems that outlast the person who built them.
• Data Fluency: Comfortable turning a messy set of numbers into a clear recommendation.
• Communication: Clear writing and clear speaking.
• Judgment Under Ambiguity: You've made calls with incomplete information.
• Domain Knowledge (Strong Asset): Experience in veterinary, healthcare, telehealth, or online marketplaces.

Why Join Us?

• The expected salary band for this position is $160,000-$180,000.
• Unlimited access to Vetster for your pets.
• Dog-friendly office environment.
• Generous vacation and personal day policy.
• Comprehensive health and dental benefits for you and your family.
• RRSP matching program with Wealthsimple Employee Stock Option Plan.
• Parental leave top-up.
• Opportunities for career growth and international assignments.
• A culture of inclusivity, equity, and team engagement.

Ready to Make a Difference? Embark on a fulfilling journey with us to shape the future of pet healthcare. If you're driven by innovation, collaboration, and a love for pets, we welcome your application!

Vetster welcomes and encourages applications from everyone! We are committed to accommodating candidates in ways that will make them comfortable and successful throughout the hiring process - both physically and mentally. These accommodations are available at every stage of the application process upon request.