Maybe this has to happen to lawyers and Congressmen/women more since that is when action happens, law suits, legislation...The behavior of the "VP of ops" was totally inappropriate. Obviously that guy has no customer service experience, from the short recording I heard. "I deal with you people every day", really? De-escalate buddy....
Also, what are the rules flying with pets in a carrier? If there was a need for the dog to exit the carrier for "inspection" why wasn't the owner asked to take it out? I would never touch anyone else's pet since I have no idea what would happen to my hand.... Back in the day on Continental there was a 1 or 2 pet maximum on the plane on the same flight. Since I don't fly with a dog, I have no clue what the rules are now.
Lastly, I have no issues with dogs on the plane as long as they are not roaming the aisle and stay with owner.