American Animal Hospital Association

Compensation

Full Description

SUMMARY: The Vice President Operation Support (VP of Op Support) provides executive leadership and oversight of AAHA’s daily operations, ensuring all teams, from Accreditation and Learning to Member Service, operate efficiently and collaboratively. This role focuses on improving workflow efficiency, operational performance, and cross-departmental alignment while maintaining accountability for AAHA’s strategic organizational goals. The VP of Op Support ensures that every department’s work connects directly to AAHA’s mission of simplifying the journey toward excellence for veterinary practices. As a key member of the executive team this role provides the structure and accountability that enables AAHA to deliver on its strategic priorities and board expectations. KEY RESPONSIBILITIES - Duties include, but are not limited to: Strategic Member Operations: • Oversee all operational functions related to member engagement, accreditation, learning, events and customer service. • Develop and manage organizational KPIs that measure the health of member relationships, operational efficiencies and program performance. • Partner with the CEO, CMO, Vice President of Marketing & Digital Strategy, and other executive leaders to align operational goals with AAHA’s strategic and financial objectives. • Lead the integration of technology platforms (e.g., HubSpot, Netforum, etc.) to enhance data visibility and streamline the member experience. Operational Leadership & Alignment: • Provide leadership for all daily operational functions across member-facing departments, ensuring alignment with AAHA’s strategic plan. • Aid department managers and their teams to drive accountability, professional growth, and operational consistency. • Continuously assess and refine workflows, systems, and policies to improve efficiency and member experience. • Monitor and review progress toward strategic organizational goals, adjusting priorities and resourcing as needed to achieve key outcomes. • Ensure operational performance metrics are regularly tracked, analyzed, and reported to executive leadership and the board. • Direct and mentor functional leaders to ensure consistent execution, collaboration and accountability across departments. • Establish clear performance expectations and cross-functional processes that drive operational excellence. • Foster a culture of teamwork, transparency and continuous improvement within all member-facing departments. • Ensure that operational decisions and workflows are guided by member insights and data-driven analysis. Performance Quality & Reporting: • Design and maintain dashboards and reporting tools that track member engagement, satisfaction, and operational outcomes. • Regularly present operational and member performance insights to the executive team and board of directors. • Implement quality assurance frameworks for accreditation, learning and customer service processes. • Lead initiatives that enhance consistency, reduce operational friction, and elevate the overall member experience. Member Experience & Growth: • Support and champion the member journey from onboarding to renewal, ensuring alignment between engagement, support and value delivery working closely with the Chief Medical Officer. • Collaborate with the VP of Marketing & Digital Strategy to translate operational insights into growth opportunities. • Partner with the Learning and Amplify teams to design learning pathways that support member retention and satisfaction. • Build feedback loops from members to internal teams to ensure continuous improvement of products, services, and standards. EXPERIENCE & COMPETENCIES • 10+ years of progressive leadership experience in operations or member engagement within a membership association, nonprofit, or service-oriented organization. • Demonstrated success leading cross-functional teams and aligning operations around KPIs and performance outcomes. • Strong understanding of membership systems, CRM tools, and operational analytics. • Proven ability to drive cultural alignment, member satisfaction, and operational accountability. • Bachelor’s degree required, advanced degree in business, organizational leadership, or related field preferred. Leadership Competencies: • Strategic systems thinker with a deep understanding of the member lifecycle. • Builds strong cross-functional relationships and drives accountability through influence and clarity. • Skilled in translating data into actionable insights and operational improvement. • Inspires teams with authenticity, transparency, and commitment to AAHA’s mission. PHYSICAL DEMANDS AND WORK ENVIRONMENT This position operates in a fully remote environment, requiring access to a dedicated workspace with reliable internet and minimal distractions. Employees must be able to effectively use standard remote communication tools, including video conferencing platforms, email, and collaboration software such as Microsoft Teams. The role primarily involves extended periods of sitting and working at a computer. Occasionally, employees may need to lift and move equipment, such as laptops or monitors, which typically weigh no more than 15 pounds. While travel is rare, the role may occasionally require attendance at company-sponsored events, offsite meetings, or conferences (up to 15-30% travel annually). Reasonable accommodation will be provided to individuals with disabilities to enable them to perform essential job functions. DISCLAIMER AND ACKNOWLEDGEMENT The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. Job Type: Full-time Pay: $110,000.00 - $140,000.00 per year Benefits: • 401(k) • Dental insurance • Employee assistance program • Health insurance • Life insurance • Paid time off • Vision insurance Experience: • Leadership: 10 years (Preferred) • Operations management: 10 years (Preferred) • CRM software: 4 years (Preferred) Work Location: Remote