Assistant General Manager

Assistant General Manager, Pet Resorts (NVA)Do you love pets, people, and leading teams? Are you energized by building a great culture, driving results, and growing your career in operations leadership?Assistant General ManagerNVA Pet Resorts is part of National Veterinary Associates (NVA), one of the largest private owners of veterinary hospitals and pet resorts in North America. We're dedicated to creating safe, fun, and loving environments for pets while providing exceptional experiences for our clients and team members.About the RoleAs an Assistant General Manager, you are a key leader on the Resort Leadership Team. You and the General Manager operate as true partners with a shared, documented plan for how the resort succeeds, aligned to business goals and service standards.You'll help drive:A smooth, consistent operation that delivers excellent pet care and customer serviceStrong financial performance through revenue growth and cost managementTeam development, engagement, and retention through coaching and accountabilityWhat You'll DoLeadership and CultureModel NVA values and leadership competencies through your daily leadership behaviorsCoach and develop Shift Leads and Team Members to build capability and confidenceRecognize strong performance and address concerns promptly, fairly, and consistentlyPartner with the General Manager to create an engaging workplace cultureOperations and Guest ExperienceMaintain operational excellence across pet care, facility standards, cleanliness, and safetyLead 1 to 2 shifts per week as Manager on Duty to set expectations and inspect resultsEnsure effective staffing and shift execution while following scheduling and labor guidelinesResolve customer concerns with empathy, professionalism, and a solutions mindsetEnsure teams are trained and proficient across all resort tasks and operating standardsExecute daily audits, checklists, and end-of-shift reporting across departmentsSales, Marketing, and Business PerformanceSupport execution of corporate marketing programs and local lead-generation effortsHelp drive proactive lead management and conversion tactics to grow memberships and servicesBuild relationships with local businesses, community groups, and referral sourcesSupport digital outreach efforts across social media, website, and email to capture and nurture leadsTrack lead activity and results to improve conversion and overall performanceFinancial and Performance ManagementHelp implement and execute the resort's data-driven plan tied to KPIs and budget targetsReview key performance indicators (sales, leads, conversion, labor, expenses, customer satisfaction) and take action on trends and gapsSupport budgeting, scheduling, and expense management to meet performance expectationsHelp develop Shift Leads' understanding of performance metrics so they can make informed decisionsTeam and Talent ManagementPartner with the General Manager on recruiting, hiring, onboarding, and trainingEnsure completion of required training and certification programs for all team membersSupport performance management through clear expectations, timely feedback, and corrective action when neededMaintain a pipeline of qualified talent and support strong retention through engagement practicesAddress team member concerns in a timely, respectful, and solutions-focused wayQualificationsRequiredHigh school diploma or equivalent2 to 4 years of customer service experience (leadership experience is a plus)Strong communication skills and comfort leading teams in a hands-on environmentProficiency with Microsoft Office and point-of-sale systemsAvailability to work up to 45 to 50 hours per week, including evenings and weekendsValid driver's license, current insurance (including comprehensive and collision), and a vehicle you are willing to transport a pet in during an emergencyAbility to support and influence workplace change and improvementPreferredExperience in hospitality, retail, restaurant management, veterinary, or similar service environmentsBilingual skillsWork EnvironmentStand and move throughout the resort for extended periods (up to 10 to 12 hours per day)Lift up to 50 pounds for short distances and carry up to 25 pounds for longer distancesWork effectively in a loud environment and respond to client and team needs in real timeBend, stoop, and reach as needed to support pet handling, customer service, and facility cleanlinessMaintain a professional image through dress, demeanor, and communicationWhy You'll Love Working HereMedical, Dental, Vision401(k) with employer matchHSA and FSA optionsShort-term and long-term disabilityAccident, hospital indemnity, and critical illness plansCareer growth within a rapidly expanding organizationA workplace where pets are part of the familyCompensation:The salary range for this position is $48,000 - $54,000 and is based on applicable experience.