Senior Operations Manager, Vetcove

• 5-8 years of experience in operations, program management, marketplace/ecommerce operations, or supply chain – ideally in roles where you were accountable for external partner performance
• A documented record of relentless follow-through: you chase answers across organizations, escalate when needed, never let a thread die, and deliver on time without being reminded
• Strong analytical skills: proficiency in SQL (or demonstrated equivalent), advanced Excel/Sheets, and comfort drawing defensible conclusions from large, messy datasets
• Exceptional attention to detail: you notice the mismatched count, the silent data gap, the SLA miss buried in an average
• Experience managing vendor or partner relationships end to end; serving as a partner’s main point of contact, and balancing relationship-building with direct, constructive accountability conversations
• Excellent written communication and the ability to work cross-functionally with product and engineering teams
• Self-directed and highly organized in a fully remote environment

Desirable

• Own Vendor Performance Management: Run the weekly performance cadence across all fulfillment vendors: scorecard reviews, follow-ups, and corrective action plans; and hold partners accountable to SLAs with persistence and professionalism
• Manage Partner Relationships: Serve as the primary relationship owner for an assigned portfolio of fulfillment vendors: own the recurring meeting cadence, lead business reviews, advocate for Vetcove externally, and keep relationships strong through the ups and downs of operational performance
• Analyze at Scale: Interrogate large datasets (SQL, Excel, BI tools) to identify root causes, quantify operational impact, and build the case for process and integration changes. Defend your conclusions with data
• Partner with Product & Engineering: Translate recurring operational failure modes into integration and fulfillment improvements; write clear requirements, drive prioritization, and follow through until fixes ship and the metrics move
• Operationalize New Initiatives: Take run-state ownership of newly launched programs: build the SOPs, own the KPIs, and make the operational decisions that keep them healthy at scale
• Build Operational Rigor: Author and maintain SOPs, escalation paths, and process documentation that make our vendor operations consistent, auditable, and scalable as the platform grows