Member Experience Manager (DC)
Employment Type : Full-Time
About Small Door
Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality in spaces designed by animal experts to be stress-free. We opened our flagship location in Manhattan's West Village in 2020, followed by multiple practices in the city and Brooklyn. Small Door continues to scale in 2022 by opening additional NYC locations and in markets across the northeast including Boston and Washington DC. This is the fifth company that Small Door’s founders have been involved in building. In building Small Door, they partnered with the people responsible for beloved consumer experiences like Warby Parker and Sweetgreen, in addition to healthcare innovators such as One Medical, CityMD and Flatiron Health. Small Door has raised $40 million from Lerer Hippeau, Primary Ventures, Brand Foundry, Toba Capital, and Pentland Group. The broader management team brings experience from JustWorks, Casper, One Medical Group, Soulcycle, Warby Parker, Sweetgreen, The Wing, Gilt Groupe, Lightspeed, and Outbrain.
We are looking for a Member Experience Manager to lead our Experience Team as we open our doors in DC. Our Member Experience Manager role is fast-paced, dynamic, and works directly with our medical team, HQ team, and members. As the leader of the team, you will help build our employee and member experience foundation at Small Door. You’ll lead the team that builds our member touch points and supports their experience and care. Our employees have our member's best interest always. What you'll do - Oversee member scheduling, phone, email, and experiences to ensure they meet Small Door standards;
- Overseeing all feedback collection and implementation;
- As a working supervisor, you will work side by side with the team and oversee the staff.
- Manage the front of house staff and schedule;
- Knowledgeable resource and leader for the team and our members;
- Own the onboarding and training for all hires including existing and new hires;
- Oversee the growth of employees;
- Work directly with the Head of Experience to identify staffing needs including hiring, training, disciplining, and additional needs as required for the Experience Team;
- Manage payroll;
- Oversee the front of house day to day operations, including yet not limited to: wait time, cleanliness, and overall experience;
- Maintain a 360° view of the practice to ensure all standards are being met;
- Consistently growing and innovating the Small Door experience for our members while ensuring that we are upholding our hospitality standards;
- Continuously working to maintain a strong relationship between our Medical and Experience Teams;
- Fulfill the role of Member Advocacy for all members;
- Lead by example using our hospitality standards and hospitality champion for our members and Members;
- Oversee the staff schedule and performance management;
- Oversee practice equipment, protocols for daily facility maintenance, and oversee inventory management systems;
- Ensure practice compliance.
Who you are - 5+ years working in a hospitality industry focused role;
- Experience in a veterinary hospital setting as an LVT, Assistant Nurse, or Front Desk Supervisor a plus, but not required;
- Experience managing a team;
- Availability to work weekends (Saturday or Sunday);
- Ability to lift up to 25lbs on occasion;
- Passion for the Veterinary Industry and/or a fast growing start-up;
- A passion for developing others;
- A drive to work for a company with a startup mindset, breaking tradition;
- Self-motivated, team player, excellent communicator, attention to detail, and customer service oriented;
- Ability to connect with others, exudes empathy and compassion;
- Passion and a love for animals (especially cats and dogs!).
What you'll get - Competitive salary + team bonus;
- Equity ownership;
- Health, dental + vision insurance;
- 401K (plus 4% company match);
- Upward mobility and growth opportunities;
- Generous paid-time off, parental leave, and company wide holidays;
- CitiBike membership, HealthAdvocate membership, One Medical membership, WageWorks commuter benefits, subsidized gym membership;
- Discounted veterinary care for your loved ones;
- Growth opportunities;
- An opportunity to make a real impact on the people around you;
- A collaborative family of people who live our core values and have your back.
Come join Small Door!
Small Door is proudly a public benefit corporation and a certified B Corp. We are committed to creating a diverse, inclusive and equitable workplace. We strive to build a culture where employees can be their fullest selves and their individual contributions are valued.
Folx who are queer, trans, non-binary, Black, Indigenous, people of color, disabled, parents, are/have been system-impacted, are immigrants, and anyone who has experienced systemic oppression and/or are underrepresented in the industry are encouraged to apply.
Small Door requires all employees to be fully vaccinated and boosted against COVID-19. We will consider requests for reasonable accommodation based on disability and/or religious beliefs on an individualized basis.