Home Delivery Implementation Specialist

At Heartland Veterinary Partners, our mission is centered around elevating the lives of veterinarians and their teams. By partnering with Heartland, practice owners unlock a world of operational advantages and economies of scale, all while retaining their clinical autonomy. At Heartland, we go beyond the ordinary to foster an environment that nurtures growth, invests in our employees, and creates pathways for professional development.

The Heartland promise doesn't stop at operational brilliance; it extends to encompass non-clinical facets like recruiting & human resources, marketing, procurement, payables management, accounting & finance, and information technology. In essence, we've got every corner covered, so our partners can focus on what truly matters - providing optimal care for their patients. As a dedicated member of our Support Center, you'll have the opportunity to be a part of what makes that happen. Your role will be pivotal in helping our partners deliver unparalleled patient care.

The Heartland philosophy rests firmly on the pillars of Servant Leadership. This ethos defines our Support Center team, where every member embraces the ethos of selfless service and approaches every challenge with an unwavering commitment to support. If this resonates with your personal and professional values, then we'd like to get to know you better!

Position Purpose

We are seeking a detail-oriented and customer-focused Home Delivery Implementation Specialist to help our veterinary practices seamlessly integrate and optimize their home delivery services. This role involves working closely with veterinary teams to implement the platform, train teams, and ensure a smooth transition to home delivery solutions. The ideal candidate has experience in veterinary practice operations, customer service, and technology implementation. This is a full-time remote role with a significant travel requirement (~30-40%).  

At Heartland, all of our team members embody the spirit of Servant Leadership.

• Authentic Listening - Continually listening with an open mind and heart to what is said and unsaid.
• Building Community –Bringing team members together and mobilizing them around our collective purpose and commitment to our communities.
• Commitment to the Growth of the People – Dedicated to the personal and professional growth and development of our team members.
• Conceptualization -Forward thinking and approaching work and challenges with an end-to-end view.
• Empathy – Demonstrating empathy and understanding with others, approaching everything assuming positive intentions.
• Foresight – Taking the past, the present, and the future decision-making process.
• Healing – Focusing on the emotional and physical health of our team members.  Offering support and solutions to ensure our team members have balance.
• Persuasion – Building group consensus and buy-in.
• Self-Awareness – Conscious knowledge of personal character, emotions, intentions, and leadership impact.
• Stewardship - Concern for our team members, customers, communities, and the organization as a whole and making good use of all that is available to provide appropriate support.

• Collaborate with veterinary practices to implement and optimize home delivery services.
• Train veterinary teams on the use of home delivery platforms, including ordering, processing, and client communication.
• Provide ongoing support to veterinary practices, troubleshooting issues and offering best practices for client adoption.
• Work closely with software providers and vendors to ensure smooth integration with practice management systems.
• Develop and maintain training materials, webinars, and guides for veterinary staff.
• Analyze home delivery usage data to identify areas for improvement and increased adoption.
• Serve as a liaison between veterinary practices and third-party delivery services.
• Keep up-to-date with industry trends and home delivery solutions to enhance service offerings.

• Bachelor's degree in business, veterinary technology, animal health, or a related field (preferred but not required).
• Experience working in a veterinary practice, pet retail, or animal healthcare industry.
• Familiarity with veterinary practice management software and online pharmacy platforms.
• Strong communication and training skills, with the ability to explain technology solutions clearly.
• Problem-solving mindset with the ability to troubleshoot technical and operational challenges.
• Comfortable working independently and collaboratively with different stakeholders.
• Ability to travel occasionally to veterinary practices for on-site training and support.

• Physical wellness: Health, dental, vision, voluntary life and disability programs, and discounted access to gym memberships
• Mental wellness: Paid time off, flexible work schedules, and EAP
• Financial wellness: Bonus incentives, retirement accounts, retail discounts, and access to financial planning tools
• Professional wellness: Learning and career development solutions