Lock One Animal Hospital is looking for an experienced, people-focused Practice Manager to help our team grow, thrive and deliver an exceptional experience to our clients and patients.
This is a newly created leadership position with a meaningful initial mandate: strengthen staff satisfaction and morale, enhance team training and development, and build the systems and accountability that will help our team perform at its best.
Our ideal candidate is warm, approachable and empathetic, while also leading by example, being organized, decisive and comfortable navigating difficult conversations. They understand that a healthy veterinary practice requires both compassion and accountability, and that supporting the people who provide the care is essential to supporting patients and clients.
About Lock One Animal Hospital
Lock One Animal Hospital is an independently owned companion-animal hospital in St. Catharines, serving pet owners throughout the Niagara Region. Our team includes three veterinarians and approximately 15 team members, with about 12 people working during a typical shift.
Our philosophy is to provide compassionate, individualized veterinary care while improving the lives of pets, their owners and our team members. We are committed to the personal and professional development of our staff and their well-being. We also focus on creating a workplace where people feel supported, fulfilled and proud of their contributions.
When you walk through our doors, you will find a warm, friendly and collaborative team that celebrates one another’s victories and accomplishments. We care deeply about the physical health of our patients and the emotional well-being of the pet owners and team members who care for them.
The Position
Reporting directly to the owner, Dr. Geoff Culf, the Practice Manager will lead the day-to-day business and people operations of the hospital. The manager will have meaningful authority to make decisions, establish expectations and implement improvements across the practice, while collaborating with the owner on financial and strategic matters.
Teamwork is a guiding principle of our team and the manager is expected to lead by example, and work continuously amongst the team.
This is an on-site position scheduled between 30 and 40 hours per week. Our clinic is open Monday to Friday from 8:00 a.m. to 6:00 p.m., with no regularly scheduled weekend hours.
Key Responsibilities
Team leadership and workplace culture
* Build a positive, collaborative and accountable workplace culture.
* Promote staff engagement, satisfaction, psychological safety and professional fulfillment.
* Serve as an approachable and trusted resource for team members.
* Mediate workplace concerns and address interpersonal conflict promptly and constructively.
* Lead structured staff meetings and support effective communication across the practice.
* Recognize individual and team accomplishments.
Training and professional development
* Assess training needs and establish effective onboarding and ongoing training programs.
* Create, update and maintain training resources, job descriptions and operational manuals.
* Ensure appropriate training in clinic systems, client service, safety and hospital procedures.
Human resources and performance management
* Lead or participate in recruiting, interviewing, selecting and onboarding new employees.
* Manage staff scheduling and daily work assignments based on operational needs.
* Conduct regular performance discussions and formal employee evaluations.
* Provide timely coaching, feedback and recognition.
Client experience
* Help the team consistently provide a compassionate, personalized and professional client experience.
* Respond to complex or sensitive client concerns and work toward fair, thoughtful resolutions.
* Ensure that client communication reflects empathy for the emotional realities of pet ownership, illness and loss.
Practice operations
* Develop, implement and maintain efficient policies, procedures and workflows.
* Monitor operational performance and identify opportunities to improve efficiency, service and team well-being.
* Oversee inventory, purchasing, vendor relationships and equipment or facility maintenance.
* Work with external professionals and service providers as needed.
* Contribute to the practice’s long-term planning and operational growth.
Financial and administrative oversight
* Review practice performance reports and key performance indicators.
* Translate operational and financial information into practical recommendations.
* Participate in accounts payable and accounts receivable processes, including invoice review and bill payment.
* Collaborate with the Practice Owner and external bookkeeping and accounting professionals.
Compliance, safety and community presence
* Help ensure compliance with applicable Ontario employment, occupational health and safety, accessibility, privacy and veterinary regulatory requirements.
* Maintain and reinforce workplace health-and-safety policies and training.
* Ensure that required records, logs and risk-management procedures are maintained.
What We’re Looking For
* A minimum of three years of leadership or management experience.
* Demonstrated ability to lead, develop and hold a diverse team accountable.
* Strong coaching, conflict-resolution and performance-management skills.
* Excellent written and verbal communication.
* Strong organizational, problem-solving and prioritization skills.
* Comfort reviewing operational reports and key performance indicators.
* Confidence using business software and learning new technology.
* A leadership approach that balances compassion, fairness, clarity and accountability.
The Following Would Be Strong Assets
* Previous veterinary practice management experience.
* A Certified Veterinary Practice Manager (CVPM) designation.
* Experience working in a veterinary or healthcare environment.
* Education in business administration, human resources, leadership or management.
* Familiarity with ezyVet, PetDesk and/or QuickBooks Online.
* Knowledge of veterinary terminology and companion-animal practice operations.
* Familiarity with Ontario employment and workplace health-and-safety requirements.
What We Offer
* Competitive compensation of $60,000–$70,000 annually based on a 40-hour workweek, prorated for an agreed-upon shorter schedule.
* Weekday hours with no regularly scheduled weekends.
* Health and dental benefits.
* Three weeks of paid vacation.
* Continuing education allowance.
* Staff pet-care discount.
* A supportive, collaborative and independently owned workplace.
How to Apply
Please submit a résumé and cover letter explaining why your experience and leadership approach would make you a strong fit for Lock One Animal Hospital.
We thank all applicants for their time and interest, however, only applicants selected for an interview will be contacted. AI is not used in the selection process.
To apply for this job email your details to lockoneah@gmail.com