Business Operations Manager

Job DescriptionJob Description

About Us:

We’re a thriving, multi-service pet care business offering doggie daycare, overnight lodging, grooming, obedience & behavior training, dog walking, pet sitting and other pet care services.. Our mission is to provide safe, enriching experiences for pets while delivering outstanding service to their humans. We’re seeking a strategic, hands-on Director of Operations to oversee and elevate our daily operations, staff performance, and service quality across all departments.

About the Role:

As Director of Operations, you’ll be the driving force behind our team’s performance and the customer experience. This role requires a balance of strategic planning and day-to-day management—ensuring smooth operations, strong team culture, and scalable growth. You’ll work closely with the owner and department leads to streamline workflows, improve service quality, and help grow the business.

What You’ll Do:

Daily Operations & Team Management

• Oversee all departments and services and assist as needed

• Ensure staff scheduling, shift coverage, and operational flow run efficiently

• Be on-site, hands-on, and involved in resolving real-time operational issues

• Hire, train, mentor, and lead department managers and staff

• Enforce safety and cleanliness protocols for both pets and team

Customer Experience & Service Quality

• Oversee client onboarding, communication, and service delivery standards

• Respond to escalated customer issues and implement service improvements

• Track customer feedback and maintain satisfaction benchmarks

Strategic Planning & Performance Goals

• Streamline processes and identify areas for operational improvement

• Assist in budgeting, pricing, and expansion planning

• Develop and track KPIs across departments to ensure business success

Key Performance Indicators (KPIs):

• 90%+ staff coverage and schedule adherence

• 80%+ daycare/lodging capacity utilization

• <2% incident rate per 100 dogs

• 85%+ client retention and 4.7+ star review average

• Monthly revenue and service growth of 5–10%

What We’re Looking For:

• 3+ years in a leadership or operations role (pet care, hospitality, or service industry )

• Strong team leadership and communication skills

• Comfortable in a fast-paced, animal-focused environment

• Excellent problem-solving and organizational skills

• Familiarity with pet care software (Gingr, Time To Pet, etc.) a plus

• A passion for pets, people, and process improvement

• Flexible availability (some weekends/holidays required)

Perks & Benefits:

• Competitive salary + performance-based bonuses

• PTO can be used before it’s accrued with approval (no negative balances)

• Employee Discount

• Growth opportunities and ongoing training in leadership and pet care

Ready to lead a team that loves pets as much as you do? Apply today with your resume and a short note on why you’re a great fit.