VCA Animal Hospitals

• Own and deliver regional P&L and KPIs through strong hospital execution • Drive hospital performance by identifying growth opportunities and optimizing appointment and capacity utilization • Equip and coach hospital leaders to enhance doctor productivity • Manage and execute pricing strategies to ensure fairness • Use financial, operational, and medical quality insights to guide decision-making • Drive regional financial performance with disciplined cash control • Execute enterprise-designed programs (VCA and United in Care) with discipline • Ensure hospitals consistently deliver exceptional client and Associate experiences • Model VCA’s mission and The Five Principles of Mars, Inc. • Build strong, trusting partnerships with hospital leaders • Lead talent strategy across the region • Coach and guide hospital leaders through performance management • Cultivate strong cross-functional partnerships with GVP and Medical Operations leaders • Align operational decisions with medical priorities and ensure hospital teams have the structure to deliver consistent medical quality

• Drive Quality Medicine & Patient Safety • Ensure consistent delivery of high-quality, evidence-based care across hospitals • Coach and develop Medical Directors through record reviews, hospital visits, and real-time feedback • Champion patient safety initiatives, including event reporting and continuous improvement efforts • Support adoption of new medical advancements, standards of care, and clinical best practices • Partner with teams to improve client communication, case management, and follow-up care • Oversee medical record quality, equipment standards, and clinical compliance • Manage medical-related client concerns and board complaints through resolution • Foster a culture of collaboration, accountability, and psychological safety • Partner with Field Leadership, Medical Affairs, and operations to align priorities and execution • Support recruiting, hiring, and onboarding of veterinarians, including new graduates • Proactively identify and address medical, staffing, and operational challenges • Serve as the medical voice within the field leadership team • Mentor and grow Medical Directors and veterinarians through coaching and development planning • Support onboarding, training, and integration of new doctors • Guide teams on improving efficiency, productivity, and team-based care delivery • Create an environment that supports continuous learning and career growth

• Drive Quality Medicine & Patient Safety • Ensure consistent delivery of high-quality, evidence-based care across hospitals • Coach and develop Medical Directors through record reviews, hospital visits, and real-time feedback • Champion patient safety initiatives, including event reporting and continuous improvement efforts • Support adoption of new medical advancements, standards of care, and clinical best practices • Partner with teams to improve client communication, case management, and follow-up care • Oversee medical record quality, equipment standards, and clinical compliance • Manage medical-related client concerns and board complaints through resolution • Foster a culture of collaboration, accountability, and psychological safety • Partner with Field Leadership, Medical Affairs, and operations to align priorities and execution • Support recruiting, hiring, and onboarding of veterinarians, including new graduates • Proactively identify and address medical, staffing, and operational challenges • Serve as the medical voice within the field leadership team • Mentor and grow Medical Directors and veterinarians through coaching and development planning • Support onboarding, training, and integration of new doctors • Guide teams on improving efficiency, productivity, and team-based care delivery • Create an environment that supports continuous learning and career growth

• Drive Quality Medicine & Patient Safety • Ensure consistent delivery of high-quality, evidence-based care across hospitals • Coach and develop Medical Directors through record reviews, hospital visits, and real-time feedback • Champion patient safety initiatives, including event reporting and continuous improvement efforts • Support adoption of new medical advancements, standards of care, and clinical best practices • Partner with teams to improve client communication, case management, and follow-up care • Oversee medical record quality, equipment standards, and clinical compliance • Manage medical-related client concerns and board complaints through resolution • Foster a culture of collaboration, accountability, and psychological safety • Partner with Field Leadership, Medical Affairs, and operations to align priorities and execution • Support recruiting, hiring, and onboarding of veterinarians, including new graduates • Proactively identify and address medical, staffing, and operational challenges • Serve as the medical voice within the field leadership team • Mentor and grow Medical Directors and veterinarians through coaching and development planning • Support onboarding, training, and integration of new doctors • Guide teams on improving efficiency, productivity, and team-based care delivery • Create an environment that supports continuous learning and career growth

• Drive quality medicine and patient safety across hospitals • Ensure consistent delivery of high-quality, evidence-based care • Coach and develop Medical Directors through record reviews and real-time feedback • Champion patient safety initiatives, including event reporting and improvement efforts • Support adoption of new medical advancements and standards of care • Oversee medical record quality, equipment standards, and clinical compliance • Manage medical-related client concerns and board complaints • Foster a culture of collaboration, accountability, and safety within the team • Mentor and grow Medical Directors and veterinarians

Role Description The Virtual Care Technician will act as the direct contact for clients seeking advice and guidance through the “live chat” function within the myVCA mobile application. Virtual Care Technicians are responsible for providing an excellent experience to clients, making them feel valued and affirmed, and providing sound and relevant medical guidance. The position is full-time (40 hours) and available to credentialed veterinary technicians who have the ability to engage with clients, virtually, from home. - Live and exemplify the Five Principles of Mars, Inc. within self and team. - Receives and responds to live chats from VCA clients with questions or concerns about their pet. - Determines responses based on inquiries regarding the client concern or patient issue utilizing established decision support models. - Obtains brief patient history and gathers triage information to determine and deliver appropriate medical guidance. - Makes recommendations on education or potential home care and timeframe on when/if an appointment should be made at a VCA hospital. - Documents client/patient needs and medical considerations regarding the conversation to provide best-quality care if patient requires an in-hospital visit. - Helps to field administrative client chats and responds to queries related to billing/invoicing, CareClub, and other administrative topics when necessary. - Utilizes professional, accurate, and appropriate terminology when conversing with clients over live chat. - Seeks and communicates opportunities to provide better client service via live chat. - Required to attend team meetings or review the team meeting recording. - Required to read emails pertaining to live chat protocols, scheduling, updates, etc. daily. - Other job duties as necessary. Qualifications - Current and unrestricted license to practice as a credentialed veterinary technician in their state of residence. - At least 3 years’ experience working as a credentialed veterinary technician in a clinical setting. - Strong written communication skills. - Ability to demonstrate empathy for and patience and understanding with clients under difficult circumstances. - Comfort using technology and communicating clearly via text/chat messaging. - Demonstrated passion for excellent client service and accurate, quality medical outcomes. - Availability to work 40 hours per week. - Nights, weekends/holiday coverage is required. - Ability to work different shifts to ensure live chat coverage 24/7. - Ability to make decisions independently, problem solve, and take the initiative. - Comfort with autonomy. - Ability to exercise self-discipline and accountability. Requirements - A hardwired internet connection with a minimum speed of 85mbs. - A quiet, dedicated work space. - May require working variable schedules, including evenings, weekends, and holidays. Benefits - Competitive salary with paid time off & holidays. - Medical, dental, and vision insurance for you and your loved ones. - Fertility and family-building assistance. - Paid Parental leave. - Practice Paid Basic Life Insurance. - Practice Paid Short- and Long-Term Disability. - Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match. - Commuter Benefits. - Legal Plan. - Health Savings Account & Flexible Spending Account. - Mental health support and resources. - Paid Volunteering. - Optimum Wellness Plans® for up to three pets. - Continuing Education allowance & MED hours for eligible positions. - Student Debt Relief (for full-time DVMs). - A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more. Company Description Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet.

• Leads and mentors medical teams across multiple VCA hospitals • Ensures high medical quality, patient safety, and client service • Drives consistent delivery of high-quality veterinary care • Collaborates with VCA Medical Affairs and operational leadership • Champions patient safety, medical quality, efficiency, and innovation • Supports professional development of Medical Directors and veterinarians • Evaluates medical equipment and ensures alignment with hospital needs • Manages veterinary board and medically based client complaints • Inspires and empowers medical teams for career development

• Provide strategic support, coaching, and guidance to Associates and Leaders on a wide range of P&O matters, including total rewards, talent & culture, talent acquisition, workforce planning, performance management, change management, employer branding, retention & engagement, communication, and conflict management. • Champion a “people first mindset” by supporting, training, and coaching Associates on field-facing P&O initiatives and signature processes. • Collaborate closely with Field and Hospital leadership teams to develop and execute people planning, setting goals around people results, including recognition, retention strategies, and other people-related milestones. • Utilize evidence-based approaches to identify trends, influence people strategies, and recommend workplace enhancements aligned with operational goals and priorities. • Foster strong relationships with field and hospital leaders, balancing the needs and priorities of various stakeholders to ensure alignment and effective collaboration. • Lead the local execution of current and future P&O (HR/People) programs with in-scope field and hospital Associates. • Collaborate with the data team to analyze people metrics (monthly, quarterly, annually) and deliver strategic, actionable insights and recommendations for continuous improvement action plans, leveraging all available data resources. • Build strong partnerships and collaborate with the Associate Relations & Support Office team to provide a holistic P&O support model. • Represent the voice of the field teams in forums to champion a positive Associate experience and represent the voice of the support office with the field teams. • Model the VCA and Mars Culture in decision-making, actions, and behaviors, while leading the execution of one or several signature processes such as the Mars Associate Survey (MAS) and Performance Development Process (PDP).

Title: Sr. Director P&O, Field Experience Location: CA, NY, WA, CO United States Work Type: Remote, Full Time Job ID:239994Job Job Description: The Sr. Director People & Organization (P&O), Field Experience serves as the communication conduit between the field and all P&O Departments, representing the voice of the field and working collaboratively to design people strategies and holistic programs/solutions cross-functionally. You will be an integrated member of the field Sr. Operations Leadership team, responsible for communicating and implementing people initiatives and signature processes in the field in partnership with Sr. Field Leaders, P&O Centers of Excellence (COEs) and Corporate Affairs. As many people programs and solutions are being implemented for the first time, this person must thrive under highly ambiguous and change environments. You must be a natural innovator with an entrepreneurial mindset that enjoys building things from scratch ensuring a "Fit-for-Veterinary Services" approach balanced with a focus on simplified communication, change management and continuous improvement. Essential Responsibility - Works with field leaders to establish long term vision, road map, people strategies and tactics to deliver best in class P&O programs/solutions to VCA Field Associates. - Partners with field leaders and P&O COEs designing "Fit-for-Veterinary Services" programs/solutions and implementing those programs/solutions in the field. Represents the voice of the field in all P&O initiatives forums (Talent Management Programs, Leadership Development, Total Rewards, Culture, EVP, HRIS, etc.). - Supports, trains, and coaches business leaders on the execution of P&O initiatives and signature processes (e.g., performance management programs, succession planning, engagement, etc.). Collaborate with COEs and Corporate Affairs to build a simple and effective communication and change management plan. - Solicits and shares input from business partners and leaders to create targeted people programs/solutions that further enhance associate and organizational effectiveness. - Analyzes P&O trends and metrics in partnership with the Field Leadership group to develop programs/solutions, and programs that enable delivery on the Objectives Goals Strategies and Measures (OGSM) priorities, including but not limited to, hiring, engagement & retention, Ease of Care, development, etc. - Provides day-to-day guidance to leaders on above listed programs and career development. Invests time getting to know field leaders and builds relationships to assess individual performance, strengths, developmental opportunities, career aspirations and potential. Partners with Sr. Leaders to develop people strategies and career development plans. - Ensures that clear, repeatable routines are established for deployment of initiatives into the field based on size, scope and type - with a strong focus on change management and continuous improvement and a "people first mindset." - Provides direct feedback, coaching, and ongoing consultation to operational leaders regarding organizational design (i.e., clarity and consistency across the organization, maximize leadership excellence, processes, and ways of working, ensure we have the right staff to support the development and engagement of our Associates in the hospitals, ensure the organizational design offers career pathing, workforce planning, etc.). - Fulfill other related duties as assigned. Preferred Skills and Qualifications - Bachelor's diploma or equivalent - 10+ years' experience in HR Generalist role or related with business experience showing increasing responsibility. Candidates with equivalent operational experience with a track record of strong people outcomes also considered - Experience in service, retail or hospitality businesses (multi-unit and people services businesses), preferred - Understanding of business processes and an ability to influence business leaders to bring innovation and transformation to the organization beyond P&O - Ability to quickly build partnerships across multiple levels of the organization - Ability to leverage knowledge in areas of talent management, talent acquisition, learning and development, associate engagement, total rewards, and organizational design and development - Strong collaboration skills and ability to influence without authority - Ability to plan and organize quickly with a combined focus on customer delivery and informing - Experience and expertise in change management, project management and continuous improvement with a strong focus on detail on follow through This is a remote position, but the ideal candidate will need to travel up to 50% of the time. Additional Information [Required for CA, NY, WA, CO only]: Compensation is negotiable based on education, experience, and other relevant credentials. The US base salary range for this full-time position is $159,500.00 - $239,300.00. Our salary ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only. If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs. Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more! The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

• Serve as the communication conduit between the field and all P&O Departments • Represent the voice of the field and work collaboratively to design people strategies and holistic programs/solutions cross-functionally • Establish long term vision, road map, people strategies and tactics to deliver best in class P&O programs/solutions to VCA Field Associates • Partner with field leaders and P&O COEs designing 'Fit-for-Veterinary Services' programs/solutions and implementing those programs/solutions in the field • Support, train, and coach business leaders on the execution of P&O initiatives and signature processes • Collaborate with COEs and Corporate Affairs to build effective communication and change management plans • Analyze P&O trends and metrics to develop targeted people programs/solutions • Provide day-to-day guidance to leaders on programs listed above • Develop people strategies and career development plans with Sr. Leaders