At Heartland Veterinary Partners, our mission is centered around elevating the lives of veterinarians and their teams. By partnering with Heartland, practice owners unlock a world of operational advantages and economies of scale, all while retaining their clinical autonomy. At Heartland, we go beyond the ordinary to foster an environment that nurtures growth, invests in our employees, and creates pathways for professional development.

The Heartland promise doesn't stop at operational brilliance; it extends to encompass non-clinical facets like recruiting & human resources, marketing, procurement, payables management, accounting & finance, and information technology. In essence, we've got every corner covered, so our partners can focus on what truly matters - providing optimal care for their patients. As a dedicated member of our Support Center, you'll have the opportunity to be a part of what makes that happen. Your role will be pivotal in helping our partners deliver unparalleled patient care.

The Heartland philosophy rests firmly on the pillars of Servant Leadership. This ethos defines our Support Center team, where every member embraces the ethos of selfless service and approaches every challenge with an unwavering commitment to support. If this resonates with your personal and professional values, then we'd like to get to know you better!

Position Purpose
The Practice Operations Coach is a field-based subject matter expert who partners with practice leaders to diagnose operational challenges and co-create sustainable solutions. This role is designed to empower teams through education, accountability, and strategic support—bridging the gap between strategy and day-to-day execution. Coaches will serve as trusted guides who elevate operational standards while protecting clinical autonomy, ensuring that practices thrive both culturally and financially. This is a full-time remote role with a significant travel requirement (~50%-75%).

At Heartland, all of our team members embody the spirit of Servant Leadership.

• Authentic Listening - Continually listening with an open mind and heart to what is said and unsaid.
• Building Community –Bringing team members together and mobilizing them around our collective purpose and commitment to our communities.
• Commitment to the Growth of the People – Dedicated to the personal and professional growth and development of our team members.
• Conceptualization -Forward thinking and approaching work and challenges with an end-to-end view.
• Empathy – Demonstrating empathy and understanding with others, approaching everything assuming positive intentions.
• Foresight – Taking the past, the present, and the future decision-making process.
• Healing – Focusing on the emotional and physical health of our team members.  Offering support and solutions to ensure our team members have balance.
• Persuasion – Building group consensus and buy-in.
• Self-Awareness – Conscious knowledge of personal character, emotions, intentions, and leadership impact.
• Stewardship - Concern for our team members, customers, communities, and the organization as a whole and making good use of all that is available to provide appropriate support.

Operational Coaching & Practice Development 

• Serve as a subject matter expert (SME) on practice operations, including roles/responsibilities of PMs, technicians/assistants, CSRs, home delivery champions, and social media champions. 
• Conduct practice assessments, identifying operational bottlenecks and opportunities for efficiency, compliance, and revenue growth. 
• Facilitate workshops, one-on-one coaching, and on-site training sessions tailored to each practice’s needs. 
• Apply servant leadership principles to guide teams toward “what’s right” by asking questions and co-creating solutions—avoiding top-down mandates. 
• Help teams understand the “What’s In It For Me (WIIFM)” behind operational changes, driving true buy-in and sustainable results. 

Accountability & Execution 

• Partner with Regional Directors of Operations (RDOs) and PMs to implement operational change. 
• Monitor practice progress against 30–60–90 day progress plans, ensuring follow-through and documenting learnings. 
• Provide timely feedback, coaching, and escalations to ensure practice improvement initiatives stay on track. 
• Champion the use of home delivery, wellness compliance, phone performance, and culture-building tactics as consistent levers for growth. 

Clinical Partnership & Standards 

• Respect and protect the principle of clinical autonomy while coaching practices toward elevated standards of care. 
• Collaborate with MDVMs and PMs to align leadership, unify messaging, and strengthen practice culture. 
• Reinforce compliance with core wellness/prevention standards in ways that enhance patient outcomes and client trust. 

• Minimum of 3 years in veterinary practice management, multi-site operations, or field leadership. 
• Demonstrated expertise in practice operations, team development, and cross-functional execution. 
• Strong facilitation and adult learning skills; able to deliver engaging training both virtually and in person. 
• Servant-leadership mindset with proven ability to influence without direct authority. 
• Comfort with extensive travel to provide hands-on practice coaching. 

• Physical wellness: Health, dental, vision, voluntary life and disability programs, and discounted access to gym memberships
• Mental wellness: Paid time off, flexible work schedules, and EAP
• Financial wellness: Bonus incentives, retirement accounts, retail discounts, and access to financial planning tools
• Professional wellness: Learning and career development solutions