Clinic Operations Manager

3 days ago

Taguig, National Capital Region, Philippines Pettr App (formerly PetPal) Full time $90,000 - $120,000 per year

Clinic Operations Manager

About the Role

The Operations Manager will oversee and manage all
clinic secretaries
and related partners across Pettr's clinic network. This role is responsible for ensuring secretary and partner performance, achieving key targets, and acting as the primary liaison between management, clinic owners, and secretarial staff. The Clinic Operations Manager will drive operational excellence, ensure compliance, optimize workflows, and deliver actionable insights that support Pettr's growth.

Key Responsibilities

Team Leadership & Performance Management

  • Directly manage and oversee all clinic secretaries.
  • Set clear performance expectations and KPIs, including EMR uploads, Pettr app downloads, and booking availments.
  • Monitor individual and collective performance, providing coaching and corrective action where needed.
  • Manage secretary scheduling, attendance, and related HR concerns.

Operations & Execution

  • Serve as the
    liaison
    between secretaries, acquisition partners, clinic owners, and Pettr management, ensuring smooth communication and issue resolution.
  • Ensure
    compliance with contractual obligations, regulatory requirements, and company standards
    .
  • Maintain strong professional relationships with
    clinic owners
    to foster collaboration, resolve operational issues quickly, and ensure they
    upgrade to paid packages after 2 months
    .
  • Periodically
    observe and shadow acquisition and secretary partners in the field
    to assess performance and provide feedback.
  • Standardize and optimize processes to ensure efficiency and consistency across clinics. Create a secretary playbook to ensure transfer of knowledge.
  • Serve as the liaison between Pettr marketing team and secretaries in ensuring proper management of the clinic's social media, which includes timely and accurate posting of content among others.

Monitoring & Reporting

  • Develop tools and dashboards to
    track operational metrics in real time
    and analyze key performance indicators (KPIs).
  • Ensure that acquisition and secretary partners
    hit milestones and quotas
    .
  • Conduct periodic performance reviews of secretaries and partners for
    senior management reporting
    .
  • Generate regular reports on secretary productivity, clinic availments, and operational performance.

Continuous Improvement

  • Continuously evaluate processes to
    improve efficiency, reduce costs, and enhance partner performance
    .
  • Lead initiatives to boost EMR adoption, Pettr app downloads, and customer engagement through secretary and partner support.
  • Promote a culture of accountability, service excellence, and continuous improvement.

Qualifications

  • Bachelor's degree in Business Administration, Operations Management, or related field (preferred).
  • At least
    3–5 years of experience
    in operations, clinic management, or team leadership.
  • Strong background in people management, compliance monitoring, and performance reporting.
  • Excellent organizational and communication skills; able to liaise effectively across teams and with external stakeholders.
  • Data-driven, with the ability to analyze performance metrics, build dashboards, and implement improvements.
  • Willing to travel to visit clinic locations (Metro Manila and nearby provinces) as needed
  • Proactive problem-solver with a track record of optimizing team and partner performance.

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