District Manager

Location: Charlotte, NCTravel: Regular travel between assigned locations; occasional travel outside of market as neededReports to: Director of Operations. Position Summary The District Manager (DM) is a field-based, multi-site leader responsible for driving operational excellence, financial performance, and talent development across a portfolio of pet resorts. This role serves as a critical link between corporate strategy and field execution, ensuring consistency in guest experience, safety, and operational standards across all locations. Each District Manager maintains a designated home site while overseeing 3-6 additional locations. Success in this role requires a player-coach mindset, balancing hands-on operational leadership with the ability to develop high-performing General Managers and scalable, sustainable business practices, while owning district performance through the strength of their leadership bench and driving accountability, results, and a culture of continuous improvement. Key Responsibilities Multi-Site Leadership Provide consistent, visible leadership across home site and assigned locations Lead, coach, develop, and hold General Managers accountable for performance, behaviors, and results Establish clear expectations, operating rhythms, and communication cadence across the district Serve as the escalation point for complex employee, guest, or operational issues Maintain strong field presence to ensure real-time visibility into business performance Financial & Performance Ownership Own full district P&L performance, including revenue growth, labor optimization, and profitability Leverage KPIs and data insights to identify trends, diagnose gaps and drive actionable plans Partner with General Managers to execute strategies that improve productivity and financial outcomes Ensure labor models align with demand while maintaining safety and service standards Drive revenue initiatives including pricing strategy, service mix, and local market opportunities People & Talent Development Recruit, develop, and retain high-performing General Managers and emerging leaders Build strong leadership bench strength and succession pipelines across the district Lead performance management processes including coaching, feedback, and corrective action Foster a culture of accountability, engagement, and continuous development Partner with HR and Talent Acquisition to ensure consistent hiring and onboarding excellence Operational Excellence Ensure consistent execution of SOPs, safety standards, and brand expectations across all locations Conduct regular site visits, audits, and performance reviews to drive operational consistency Lead structured turnaround and stabilization plans for underperforming locations Drive adoption and execution of company initiatives, process improvements, and system rollouts Continuously identify opportunities to improve efficiency, quality and guest experience Home Site Leadership Maintain strong leadership presence at designated location site Model operational discipline, cultural standards, and leadership expectations Partner with or directly lead the location site General Manager as needed Utilize location site as a benchmark for operational excellence and best practices Systems & Cross-Functional Partnership Partner cross-functionally with Operations, Finance, HR, Marketing, and Data & Digital teams Support General Managers in effectively utilizing systems including POS, scheduling, and reporting tools Assist with implementation of new systems, workflows, and operational processes Collaborate with internal teams and vendors to resolve operational or system-related challenges Ensure alignment between field execution and company-wide strategic initiatives Requirements Qualifications 5+ years of multi-unit leadership or senior site leadership experience Experience in service-based, hospitality, or multi-location environments preferred Strong P&L ownership with demonstrated ability to drive financial performance Track record of developing leaders and building high-performing teams Strong operational acumen with the ability to balance people, process, and performance Data-driven mindset with the ability to translate insights into action Excellent communication, leadership, and decision-making skills Strong time management and prioritization skills across multiple locations and competing priorities Proficiency with technology including scheduling systems, POS platforms, reporting tools, and Microsoft Office or similar systems Ability to maintain a reliable internet connection and effectively perform remote administrative responsibilities while in the field Comfortable operating in a fast-paced, evolving environment Passion for delivering exceptional care and service for pets and their families This role supports a 7-day-a-week business, requiring flexibility to work weekends, holidays, and varying schedules based on business needs. Physical Requirements & Work Environment Location-based role with significant travel requirements (approximately 60-75%) Frequent onsite presence required across assigned locations within the district Ability to travel reliably between locations, including same-day and overnight travel as needed Ability to perform work remotely while in the field, including extended periods of computer and phone use Ability to stand, walk, and move throughout pet care facilities for extended periods Ability to lift up to 50 pounds when needed Ability to bend, kneel, reach, and perform physical tasks associated with supporting operations when needed Comfortable working in environments with noise, odors, and varying temperatures Ability to safely interact with animals of all sizes, breeds, and temperaments Ability to use standard office equipment including computer, phone, and other technology Must be able to work a flexible schedule, including evenings, weekends, and holidays as business needs require What Success Looks Like District Managers consistently demonstrate strong leadership, accountability, and team development Ensures total district performance trends positively across revenue, labor efficiency, and profitability Underperforming locations are stabilized through clear, measurable improvement plans Locations operate with consistency in safety, service quality, and execution of standards Strong leadership bench is developed with active succession pipelines in place Operational issues are identified early and addressed proactively Teams are engaged, supported, and aligned with company culture and expectations #J-18808-Ljbffr