• Lead the day-to-day operations of the care platform, balancing the needs of pet parents, veterinary professionals, and the business. • Set priorities and direction for the Pet Care and Veterinary Success teams, ensuring daily activities align with pet health outcomes and marketplace performance. • Act as the primary decision maker for how care is delivered day-to-day, including workflow design, escalation paths, service standards, and cross-team handoffs across Vetster. • Own chat performance, including quality, responsiveness, and resolution outcomes, while ensuring enterprise accounts receive consistent, high-touch support. • Guide teams through growth and change while maintaining consistent, high-quality care. • Direct proactive identification of care gaps, follow-ups, and re-engagement opportunities (e.g., lapsed clients, medication adherence). • Translate clinical insights into actions that improve pet outcomes, client trust, retention, and VetsterRx performance. • Ensure teams focus on high-impact activities that balance compassionate care with operational efficiency. • Own the health, reliability, and engagement of Vetster’s veterinary professional network. • Optimize scheduling, coverage, and capacity to meet demand while supporting veterinarian wellbeing. • Ensure accountability for appointment quality, reliability, and prescribing standards through monitoring and coaching. • Lead and develop Team Leads responsible for day-to-day execution. • Deploy teams effectively across peak demand and downtime, emphasizing proactive outreach and quality improvement. • Use KPIs and frontline insights to drive performance across pet health outcomes, client satisfaction, vet reliability, and revenue. • Partner with senior leadership to evolve and scale.