Director of Operations at Vetster com) is the world’s fastest-growing veterinary telehealth and pet care marketplace. Since our launch in 2020, we have established ourselves as a leader in the rapidly growing pet care industry.

Named Pet

App of the Year, Vetster makes it easier for pet owners to connect with the veterinary care they need - anytime, anywhere. We know that by empowering pet owners with easy-to-use, convenient services and an open marketplace, we can move the industry forward, create skilled opportunities in the veterinary community, and fundamentally improve animal well-being and access to care. We work in cross-functional teams and believe ownership and accountability, along with trust, respect, and inclusion, are core tenets of success in our new working paradigm.

Please note that this role is hybrid, with 2 days per week spent in our office in midtown Toronto, located at Yonge and Summerhill. Reporting to the COO, the Director of Operations will lead two things at once, company-wide operations and planning, and leadership of our Customer Experience organization. Support & Pet Care, and the RVT chat service for pet parents.

We've served our customers well because of them. But the growth ahead is bigger than the systems built for the growth behind us, and we need someone who has lived that exact moment before: a strong team asked to do more, without the tools or structure built for the next stage. This is not a ramp-up role in either direction.

Quarterly Planning & Execution: Turn strategy into a plan, and a plan into work that ships,



giving the COO time back for the relationships and priorities that need their direct attention. Cross-Functional Project Ownership: Initiatives that touch Product, Marketing, and Sales but have no clear single owner today land with this person, so they get scoped and shipped instead of stalling between departments. Support tooling, contractor relationships, and any operational spend that currently has no clear owner.

Org-Wide Documentation: Map how work moves across departments, not just inside CE, so key knowledge doesn't live in one person's head.

Risk & Dependency Tracking: Flag where one team's delay quietly becomes another team's blocker, before it shows up in a missed deadline.

Performance & Analytics: Take a team that already cares and already delivers, and build the structure, systems, and bench strength it needs for the next stage of growth. Bring real fluency with support and CX software, ticketing systems, workforce management, chat platforms, whatever the category.

Operational Efficiency: Cut the time and friction in how CE works, so our RVTs spend more of their day on medical care and less on administrative work.

Core Metrics: Cut cost to serve per ticket by moving repeat, low-complexity issues off RVT time and onto tooling or tiered support,



so the expensive hours go to the cases that actually need a medical mind.

Support Software Fluency: Direct, hands-on experience with the tools that make a support team efficient: ticketing platforms, workforce management, chat and CX systems. Hiring, coaching, and building the bench strength a team needs to handle more without breaking. A history of building systems that outlast the person who built them.

Data Fluency: Comfortable turning a messy set of numbers into a clear recommendation, and defending it in a room with the CEO in it. Clear writing and clear speaking.

Domain

Knowledge (Strong Asset): Experience in veterinary, healthcare, telehealth, or online marketplaces. Dog-friendly office environment. Generous vacation and personal day policy. Comprehensive health and dental benefits for you and your family.

Parental leave top-up Opportunities for career growth and international assignments. A culture of inclusivity, equity, and team engagement. Introductory 30-minute Google Meet video call with Keltie Neville, People Operations, and Lyndal Moody, Director of Community ~60-minute in-person case study with Brody Slacer, COO, and other leaders in the business ~ These accommodations are available at every stage of the application process upon request.

For this role, we will use AI screening in our Applicant Tracking System (ATS) to identify keywords and minimum qualifications, as well as note-taking in interviews. These tools will help us identify qualified candidates and move the recruitment process along at a steady pace.

📌 Director, Online Business Operations (remote) (Toronto)
🏢 Vetster
📍 Toronto