Senior Director, HVSN Hospital – Illinois – #9580

Senior Director, HVSN Hospital – Illinois – #9580

 A large high volume spay/neuter hospital operation in Illinois is looking for a Senior Director to be the primary business leader responsible for the comprehensive operational, financial, and performance management of a large high-volume, high-quality spay/neuter clinic, serving thousands of pets annually with spay/neuter, vaccinations, and community medicine services. As Senior Director, you will drive the Clinic as a frontline business operation to prevent pet homelessness, emphasizing business proficiency in data-driven decision-making, financial oversight, marketing evaluation to ensure mission- and resource-optimization, reporting to ensure mission alignment, target population service, and quality of care. This role demands leadership experience in managing the day-to-day operations of a complicated retail medical business and P&L, executing all aspects of the Clinic’s business while collaborating with the hospital’s executive leadership and subject-matter experts to ensure organizational and mission alignment.  This position is based at the Medical Center, which houses both the Clinic and Shelter Medicine departments. The role requires hands-on business oversight in dynamic settings, with flexibility for occasional nights/weekends for events and to meet operational deadlines.

Duties and Responsibilities

• Lead the entire high-volume clinic operation, overseeing all non-clinical and business functions to ensure efficient, scalable service delivery
• Manage data analytics to track performance, ensure service to target populations (e.g., underserved communities), and maintain high standards of quality care.
• Evaluate and optimize marketing strategies, finance operations, and reporting needs to drive mission impact, financial outcomes, and operational excellence.
• Serve as the key frontline execution point and manager on site, handling day-to-day business decisions while collaborating on mission and strategic matters with senior executive leadership.
• Monitor mission trends, business trends, implement process improvements, and align operations with organizational goals for sustainability and growth.
• Ensure foundational business operations documentation exists for all processes, people and systems.
• Be the subject-matter-expert for expanding clinic operations to a future second clinic, taking responsibility for operational, budget and staff planning for all new service locations and operational expansions.
• Direct financial management, including budgeting, revenue tracking, end-of-day reconciliation, cash/credit reporting, and cost control to balance budget and mission funding.
• Oversee inventory systems, ordering processes, and supply chain coordination in partnership with clinical leadership.
• Prepare and analyze operational reports on appointments, vaccines, microchips, rabies certificates, volume utilization, and revenue; leverage data to inform business strategy and ensure target population outreach.
• Ensure accurate administrative documentation, recordkeeping, and compliance with financial standards.
• Champion excellent customer service across all clinic touchpoints, integrating compassionate, efficient processes informed by social work principles.
• Oversee front-of-house operations, including reception, check-in, discharge, and vaccine clinic flow, to deliver a consistent, client-centered experience.
• Ensure effective voucher program implementation so that services are tailored on a need basis.
• Develop and maintain client education materials and communication tools in collaboration with Marketing & Communications to provide important resources to help the quality of life for pets.
• Ensure seamless scheduling process for clients, where mission prioritized surgeries are optimized and clinic days are full.
• Manage and monitor show rates and build a client services communications plan around the most mission-important surgeries.
• Operationalize all Clinic services through the front-desk, ensuring clients are handled efficiently and effectively while maintaining high-volume output.
• Provide strategic oversight of the social work program, ensuring integration with clinic services to support holistic client and pet care.
• Lead community outreach efforts, collaborating with teams to meet spay/neuter needs, issue vouchers for mission-critical surgeries, and expand access in target areas.
• Evaluate program effectiveness through data and reporting, adjusting strategies to enhance impact on pet homelessness prevention.
• Provide independent leadership, coaching, and accountability for clinic staff, including supervisors, client service associates, technicians, social workers, and outreach coordinators.
• Handle recruitment, onboarding, scheduling, payroll, PTO, employee relations, attendance, and performance management (excluding veterinarians).
• Act as the primary business liaison between the clinic and other departments, coordinating with Shelter Medicine, Internals, Community Outreach, Facilities, IT, HR, Marketing, and Finance.

Requirements

• Proven business proficiency in managing high-volume medical operations, preferably in healthcare or veterinary settings, with a track record of financial acumen, data-driven decision-making, and strategic execution.
• 5+ years of leadership experience in business operations, including oversight of business performance, human resources, marketing, finance, reporting, customer service, and community programs.
• Experience managing data analytics to drive business performance and operational improvement.
• Strong organizational, communication, and problem-solving skills; ability to operate independently in a fast-paced setting while reporting strategically to executives.
• Proficiency with Microsoft Office Suite, electronic medical records (EMR), and data/reporting tools.
• Agile leader capable of managing organizational change within fast-paced environments.
• On-site presence five days/week, including two Sundays/month.

Preferred Qualifications

• MBA Strongly Preferred
• Bilingual or strong Spanish comprehension preferred.
• Familiarity with high-volume environments and social work/community outreach integration.