Market Owner - Chicago

As a Market Owner at Veterinary Emergency Group in Chicago, your primary responsibilities will be overseeing the operations of multiple VEG hospitals in your area. You will be responsible for ensuring outstanding customer experiences, monitoring clinical excellence, and maintaining operational efficiencies. This role involves engaging with referring veterinarians, managing financial performance, and fostering a positive working environment where all VEG employees can thrive.

To be considered for the Market Owner position at VEG in Chicago, candidates should have at least 7 to 10 years of relevant experience in leadership and management within a service-oriented business. Experience in multi-site operations and veterinary services, along with strong financial acumen and a passion for people and animals are key. Clinical knowledge—whether from a DVM or MBA background—is also crucial for understanding the nuances of veterinary care.

The Market Owner at VEG directly influences customer experience by ensuring that pet owners receive exceptional care and support at every interaction. This involves overseeing how teams engage with clients, implementing best practices for service excellence, and maintaining a deep understanding of customer feedback and needs. The goal is to make VEG the first choice for pet owners in emergencies, which requires a hands-on, empathetic approach.

Candidates can expect a vibrant and supportive culture at VEG, where teamwork and individual contribution are celebrated. The organization places a strong emphasis on inclusivity, with a mission that aligns employee well-being with animal care. The Market Owner will cultivate a positive atmosphere where employees feel valued and motivated, fostering loyalty and dedication among staff.

As a Market Owner at VEG, you will have numerous opportunities for professional growth. With unlimited continuing education options and a commitment to internal mobility, you can expand your skill set and take on higher responsibilities within the organization. Your success in this role could lead to future leadership positions, allowing you to shape the direction of veterinary emergency care on a larger scale.

When answering this question, reflect on your ability to be both a supportive leader and a decisive decision-maker. Emphasize traits like empathy, collaboration, and a strong commitment to team success, showcasing how your leadership fosters an environment conducive to both employee and customer satisfaction.

In a multi-site operation, prioritization is key. Discuss your approach to assessing each hospital's needs, setting clear goals, and using performance metrics to guide your focus. Mention how you delegate responsibilities among your team to ensure efficiency while maintaining high standards of care and service.

Explain your approach to conflict resolution, emphasizing communication and mediation. Provide an example where you successfully resolved a conflict by listening to both sides, facilitating a constructive dialogue, and finding common ground that aligns with VEG’s values.

Discuss strategies that involve community engagement, partnerships with local veterinarians, and effective marketing campaigns. Highlight your experience in building relationships and identifying opportunities to showcase the quality of care VEG provides.

Describe how you implement and monitor feedback mechanisms like surveys, along with how you train staff to provide service that exceeds expectations. Share a specific example of how you’ve made improvements based on customer insights in past roles.

A sound answer would include regularly reviewing P&L statements, setting clear financial targets, and continually assessing cost-efficiency strategies. Discuss how you will use data to guide decision-making and ensure each hospital’s financial health aligns with the broader goals of VEG.

Your response should convey your alignment with VEG's mission and values. Mention your passion for animal care, commitment to a team-oriented culture, and your desire to contribute to transforming the veterinary emergency landscape. Share a personal anecdote that relates to VEG's mission to further enhance your response.

Discuss the importance of building trust and open communications with referring vets. Share ideas on how you can schedule regular meetings, provide updates on patient care, and ensure that their feedback is valued and acted upon to strengthen these essential relationships.

Illustrate your commitment to continuous learning by mentioning your engagement with veterinary conferences, journals, and workshops. Stress the importance of staying connected with peers in the industry for ongoing knowledge exchange and professional development.

Provide insights into the unique aspects of VEG, such as its focus on customer experience, employee-centric culture, and innovative approach to veterinary emergency services. Discuss how these elements create a distinct and superior service model that fosters loyalty among customers and staff alike.