General Manager

About the role

The General Manager at Coastal Care Veterinary Emergency & Referral Hospital is a pivotal leadership role designed to drive excellence and foster a thriving clinical environment in Halifax, Nova Scotia. You will own the end-to-end operational performance of the hospital, translating strategic vision into daily actions that ensure both team fulfillment and superior client outcomes. This position requires a proactive leader who inspires confidence and motivates high-performance standards across all departments. You will be the central figure responsible for balancing financial acumen with compassionate care delivery in a 24/7 emergency setting. The role demands a hands-on approach to process optimization while maintaining a steadfast focus on the patient experience and medical excellence. You will champion continuous improvement initiatives that elevate the standard of veterinary care within the community. Success in this position will be measured by your ability to build a resilient, collaborative team that delivers exceptional results. Ultimately, you will safeguard the hospital's mission while propelling it toward sustainable growth and industry recognition.

Key facts

What you'll do

Develop and implement comprehensive business plans that define the strategic direction and growth trajectory of the Coastal Care Veterinary Emergency & Referral Hospital.

Champion the establishment and enforcement of strict medical Standard Operating Procedures (SOPs) related to accreditation and certification to ensure regulatory compliance and safety.

Analyze complex operational data to identify trends, pinpoint inefficiencies, and deploy solutions that enhance profitability and reduce Cost of Sales (COS).

Oversee the recruitment, onboarding, training, and performance management of all hospital staff to build a cohesive and high-performing team.

Cultivate an organizational culture rooted in teamwork, accountability, and continuous professional development for all team members.

Manage intricate human resources scenarios, including conflict resolution, to maintain a positive and productive work environment.

Collaborate with P3's Medical Advisory Board and academic institutions to develop and coordinate advanced veterinary training courses and educational content.

Monitor and optimize revenue streams by identifying new service opportunities and expanding clinical offerings within the hospital.

Ensure the delivery of an exemplary client experience through the establishment and measurement of personalized service standards.

Prepare and present detailed monthly analysis reports on key performance indicators (KPIs) to guide operational improvements and strategic decisions.

Liaise directly with referring veterinary practices to strengthen professional relationships and ensure seamless continuity of care for patients.

Supervise the maintenance and allocation of hospital resources, including equipment and facilities, to support the highest level of emergency and surgical care.

Implement rigorous compliance protocols to guarantee adherence to industry regulations and best practices in patient safety and client care.

Drive marketing and public relations initiatives in support of the hospital to enhance brand visibility and community engagement.

Requirements

Candidates must possess prior management experience within the veterinary industry or a related professional service field that emphasizes high-level customer service.

Demonstrated expertise in dentistry, ophthalmology, retail, or food services is highly valued and provides a distinct advantage in this role.

You must have a proven track record of managing budgets, controlling labor costs, and managing revenue growth in a previous leadership capacity.

Strong knowledge of human resources management principles, including hiring, onboarding, and performance evaluation, is essential.

You must be proficient in utilizing data management and reporting platforms to derive actionable insights for operational decision-making.

Exceptional interpersonal and communication skills are required to foster high morale and effective teamwork among diverse stakeholders.

A commitment to upholding the highest ethical standards and moral conduct in all professional interactions is mandatory.

The ability to lead through change and manage conflict resolution effectively within a high-pressure environment is a critical requirement.

Nice to have

Preferred experience in administrative and operational tasks specific to a 24/7 emergency veterinary hospital.

Knowledge of industry-leading practices in KPI management and best practices for operational SOPs.

Experience in developing industry-leading compensation, benefits, and rewards programs.

Practical notes

This is a full-time engagement.

The role requires participation in creating and maintaining an organization chart for the hospital.

Success requires active involvement in annual surveys and communication strategies to foster a "Great Place to Work" culture.