Senior Operations Manager – Home Delivery - Vetcove

Join Vetcove and help modernize the future of veterinary software and the pet parent healthcare experience. Our suite of platforms features a market-leading procurement marketplace, an ultra-modern home delivery ecommerce experience, and a next-generation practice management system. More than 25,000 hospitals across all 50 states rely on Vetcove daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year.

We are modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors in Silicon Valley, New York and Miami, Vetcove is a fast-growing, mission-driven company. We are searching for talented and passionate people who want to help shape the future of veterinary care.

What You’ll Do

• Own Vendor Performance Management: Run the weekly performance cadence across all fulfillment vendors: scorecard reviews, follow-ups, and corrective action plans; and hold partners accountable to SLAs with persistence and professionalism.
• Manage Partner Relationships: Serve as the primary relationship owner for an assigned portfolio of fulfillment vendors: own the recurring meeting cadence, lead business reviews, advocate for Vetcove externally, and keep relationships strong through the ups and downs of operational performance.
• Analyze at Scale: Interrogate large datasets (SQL, Excel, BI tools) to identify root causes, quantify operational impact, and build the case for process and integration changes. Defend your conclusions with data.
• Partner with Product & Engineering: Translate recurring operational failure modes into integration and fulfillment improvements; write clear requirements, drive prioritization, and follow through until fixes ship and the metrics move.
• Operationalize New Initiatives: Take run-state ownership of newly launched programs: build the SOPs, own the KPIs, and make the operational decisions that keep them healthy at scale.
• Build Operational Rigor: Author and maintain SOPs, escalation paths, and process documentation that make our vendor operations consistent, auditable, and scalable as the platform grows.

What We’re Looking For

• 5-8 years of experience in operations, program management, marketplace/ecommerce operations, or supply chain – ideally in roles where you were accountable for external partner performance.
• A documented record of relentless follow-through: you chase answers across organizations, escalate when needed, never let a thread die, and deliver on time without being reminded.
• Strong analytical skills: proficiency in SQL (or demonstrated equivalent), advanced Excel/Sheets, and comfort drawing defensible conclusions from large, messy datasets.
• Exceptional attention to detail: you notice the mismatched count, the silent data gap, the SLA miss buried in an average.
• Experience managing vendor or partner relationships end to end; serving as a partner’s main point of contact, and balancing relationship-building with direct, constructive accountability conversations.
• Excellent written communication and the ability to work cross-functionally with product and engineering teams.
• Self-directed and highly organized in a fully remote environment.

Nice to Have

• Experience in ecommerce fulfillment, 3PL, pharmacy, or distribution operations.
• Familiarity with BI/analytics tools (e.g., Hex, Looker, Tableau) and building or maintaining operational dashboards.
• Background in animal health, healthcare, or another regulated fulfillment category.