NVA is building a more consistent operating framework to support Field Operations and Hospitals as the business continues to scale, standardize ways of working, and translate cross-functional change into practical operational guidance.

The Operating Framework Associate plays an important support role in helping keep operating framework resources centralized, current, organized, and grounded in how work happens across the field and hospitals. This role helps gather field feedback, receive new or changed process information from Support Center Functions, and turn approved updates into clear, practical playbooks, SOPs, workflows, job aids, and supporting materials. Reporting to the Operating Framework Manager, the Associate works with Field Operations, Support Center Functions, and the Regional Implementation Team to support material review cycles, approval processes, documentation updates, and readiness needs.

Operating Framework, Playbooks & SOPs

·Develop, update, and maintain operational playbooks, Ops-specific SOPs, workflows, job aids, templates, and supporting materials.

·Gather and document current-state processes, field practices, and stakeholder input to support the development of these consistent, practical ways of working.

·Identify gaps, duplication, inconsistencies, and opportunities to simplify or harmonize operational documentation and workflows.

·Support ongoing governance activities, including intake tracking, stakeholder reviews, approvals, version control, documentation organization, and recurring review cycles.

·Maintain organized repositories and documentation to ensure operating standards and resources are current and easily accessible.

Operational Review & Continuous Improvement

·Evaluate Field Operations and site-level processes holistically to understand current practices, barriers, and where targeted improvements may be appropriate.

·Surface best practices and field learnings that can inform more consistent, practical ways of working across Field Operations and hospitals.

·Use available operational trends and performance health data to identify at-risk areas or growth opportunities, help prioritize follow-up, and support targeted actions that improve adoption, utilization, consistency, or execution.

·Prepare clear summaries, findings, and recommendations for review by the Operating Framework Manager, Field Operations leaders, and operational stakeholders.

Cross-Functional Process Translation

·Support review of SOPs and processes introduced by other teams that impact Field Operations and Hospitals.

·Gather operational input and assess the potential impact of functional changes on Field Operations and Hospitals, including effects on workflows, roles, handoffs, dependencies, and operating standards, to help ensure changes are rooted in clear business necessity and practical application.

·Support refinement, and documentation of improvements to operating standards and processes.

·Establish a continuous feedback loop to capture implementation learnings and translate approved changes into systemic SOP, framework, workflow, and supporting material updates.

Coordination & Readiness Support

·Work with the Operating Framework Manager to move proposed operating standards, recommendations, and documentation updates through the appropriate review and approval process.

·Coordinate with the Regional Implementation Team to provide the standards, documentation, and supporting materials needed for implementation.

·Track open items, decisions, dependencies, and follow-up actions across operating framework workstreams.

·Support preparation of clear, leadership-ready materials that summarize decisions, implications, and recommended next steps.

Role Boundaries | This role will not:

·Independently establish enterprise operating standards, governance decisions, or policy.

·Replace operational leaders in making local staffing, workflow, or implementation decisions.

·Independently enforce SOP compliance or operating standards.

·Own change management, training delivery, or field implementation activities end-to-end.

·Serve as the final decision-maker for cross-functional SOPs or operating model changes.

·Experience working with or developing SOPs, workflows, playbooks, process documentation, or operational tools.

·Ideally, experience in operations, process improvement, implementation support, program/project coordination, or a related discipline.

·Strong attention to detail and ability to maintain organized, accurate, and current operating framework documentation.

·Ability to translate functional process changes and operational ways of working into materials that Field Operations and Hospitals can apply consistently.

·Effective communicator with the ability to work with Field Operations, Support function partners, and the Regional Implementation Team to align on documentation, decisions, and implementation needs.

·Comfort supporting review cycles, approval processes, version control, and readiness activities for operating framework materials.

·Proficiency with Microsoft Outlook, SharePoint, Teams, Monday.com or similar work management tools, and standard documentation platforms.

You are curious, organized, and grounded in how work actually gets done. You listen closely to what Field Operations, Hospitals, and Support Center teams need, and you are energized by turning complex process details into clear, practical guidance that teams can use consistently.

You are comfortable working through ambiguity, surfacing gaps or points of confusion, and helping create order across evolving standards, playbooks, SOPs, workflows, and supporting resources. You bring ownership, follow-through, and a service mindset to supporting the Operating Framework Manager, moving work through review and approval, coordinating details across teams, and helping keep operating framework materials current over time.

National Veterinary Associates (NVA) is a leading North American pet health care company with nearly 1,300 locations spanning general practice veterinary hospitals, Ethos emergency and specialty hospitals, and pet resorts and equine veterinary care. With approximately 40,000 team members, we care for pets and support pet families in communities across the United States and Canada.  Our purpose is to give pets and the people who love them more quality years together, and our mission is to make care more personal, easy and accessible while advancing medicine and care across every stage of life. Across NVA, we support our teams with the resources, expertise and opportunities they need to deliver exceptional care and help shape the future of veterinary and pet care.

Purpose: Give pets and the people who love them more quality years together

Mission: Transform the pet family experience to be personal, easy and accessible, while advancing medicine and care across every stage of life. 

Values: Care Deeply, Do What’s Right, One Team, Own It, Shape What’s Next 

One NVA: Bringing General Practice & Ethos Together

NVA is built to make care personal, easy and accessible, while advancing medicine across every stage of a pet’s life. 

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us: