Director of Hospital Support

Director, Hospital Support

The Director, Hospital Support is responsible for overseeing a remote team that provides operational assistance to hospital leaders, field leaders and home office. This role includes personnel management, process oversight, and cross-functional coordination to ensure timely, accurate, responses to support requests. The Director, Hospital Support maintains subject matter expertise in internal systems, policies, and procedures and ensures consistent, high-quality service delivery aligned with organizational standards.

Key Responsibilities:

• Serve as a strategic thought partner to organizational leaders, contributing insight and perspective that shapes support strategy and decision-making
• Act as an active project contributor across initiatives from concept through implementation, partnering with stakeholders to move projects from idea to execution
• Serve as an integral member of the broader implementation team, ensuring support operations are aligned with and integrated into organizational rollouts
• Hire, train, and lead Hospital Support team to ensure effective daily operations
• Facilitate weekly team meetings and structure daily huddles to maintain communication and alignment
• Oversee a support hotline that provides guidance, troubleshooting, and problem resolution to hospital leaders, field leaders and home office
• Identify ongoing development needs and provide training opportunities for teammates
• Maintain expertise in all internal platforms, policies, and operational procedures
• Provide accurate and timely information to internal stakeholders regarding support-related inquiries
• Champion clear, consistent, and proactive communication across the support team, cross-functional departments, and organizational leaders, recognizing communication as central to the role's success
• Coordinate communication between support staff and cross-functional departments to ensure alignment and issue resolution
• Monitor internal communications and updates to ensure the support team remains informed and current
• Triage incoming calls and requests based on urgency, scope, and complexity
• Play a key role in ticketing performance and execution, driving accountability for response times, resolution quality, and system efficiency within the centralized ticketing platform
• Manage and track support tickets within the centralized ticketing system to ensure timely follow-up and closure
• Escalate unresolved issues, recurring trends, or systematic concerns to appropriate leaders
• Create and maintain procedural documentation, workflows, and internal knowledge resources
• Collaborate with internal teams on designated projects, initiatives, or process improvements
• Support continuous improvement efforts to enhance support delivery and operational efficiency
• Perform other duties as assigned within the nature and level of work

Required Education and Experience:

• Bachelor's degree in business administration, healthcare administration, operations management, or a related field
• Minimum of five (5) years of relevant work experience in operations, support, or multi-site environments
• Experience managing cross-functional teams and providing performance oversight
• Familiarity with multi-site healthcare or veterinary operations, preferred
• Proficiency in Microsoft Office Suite
• Experience with workflow, support, or project management tools, preferred
• Strong verbal and written communication skills
• Excellent organizational skills and attention to detail
• Ability to collaborate effectively across departments and build positive working relationships

WAG Values:

• Leads with respect, integrity & accountability
• Treats others with empathy and respect
• Exemplifies and leads the team to align with WAG values
• Collaborates with the team to focus on solutions
• Finds a way to say yes

Physical Demands: The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. The teammate is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

EEO Statement: Mission Pet Health is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state, or local law. We embrace diversity and are committed to creating an inclusive environment for all employees.

Reasonable Accommodations: Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. If you need a reasonable accommodation to perform the essential functions of a position, please send an email to benefits@mvetpartners.com and let us know the nature of your request and your contact information.