General Manager

Job DescriptionAbout Pampered Paws | Digs Dog CarePampered Paws is part of Digs Dog Care, a premium dog care company offering DayPlay, Overnight Stays, Grooming, and Training across multiple locations nationwide. We're built on a simple belief: every pup deserves to feel safe, loved, and at home — and every team member plays a real role in making that happen. Our shared ownership program means employees don't just work here, they have a stake in it.About the roleThis is a General Manager role over our Pampered Paws location, including daycare, overnight boarding, grooming & training. The General Manager is responsible for leading, mentoring, and guiding all team members to ensure smooth daily operations and deliver outstanding customer and teammate experiences. Staffing, retention, and morale all fall under this individual's responsibility, in addition to managing business outcomes such as financial performance and customer experience. The General Manager will work with the Area Manager to build an understanding of the location’s progress and develop a strategic vision for the future and is expected to be a key leader in our operations organization, collaborating with operations leadership, setting strategic goals for operational efficiency and productivity, and owning the execution of our plan relative to our annual budget/goals.ResponsibilitiesDigs values and promotes a respectful, positive, and professional work environment and all teammates are expected to adhere to this. This role is a leadership position in the organization and will be critical in developing the culture of Digs. Additionally, you are accountable for the following:Elevate the Standard of CareMeeting Digs and local Department of Ag standards in the cleanliness, maintenance, upkeep, and safety of the facility for our pups, team members, and customersStaffing – Always ensuring adequate shift coverage, while adhering to scheduling and labor guidelinesMonitor, analyze, and respond with a plan of action to drive progress in key performance indicators for Elevating Standards of CareMaintaining Dig’s focus of “Treat our Pup Parents like Family” by maintaining excellent customer service metrics such as Net Promoter Score and customer feedback on Google and social mediaCore FinancialsResponsible for P&L, including but not limited to meeting budget, notably in labor, maintenance, cost of goods, and other controllable expensesAnalyze past, present, and future operating performance against budget and goals, and formulate a plan to meet misses, as necessaryDevise strategies to ensure growth of programs, identifying and implementing process improvements that will maximize output and minimize costs. Thinks and acts like an ownerBusiness HealthBuild mutually beneficial relationships with local vet hospitals, rescues, shelters, local businesses, local contractors, and local Department of Agriculture representativesExecute Digs marketing plans, and implement local market plans such as community events, B2BResponsible for outperforming the stores Meet and Greet and Net New Customers goalsBuilding a team and managing 5-20+ direct reportsResponsible for the entire employee lifecycle including, hiring, onboarding, training, development, and performance management, including corrective actionResponsible for facility workforce planning, which includes the recruiting, hiring, training, upskilling and retention of all teammatesLeverage all available resources at Digs to lead team with integrity and to establish and maintain a trusting, inclusive, and productive environmentQualificationsThese qualifications and experiences help ensure that a store manager can maintain high standards of care and safety, create a welcoming environment for pets and owners, and lead a team dedicated to excellent pet care and customer service. You’re right for this role if you can demonstrate competencies in the following areas:Ability to be on-site 5 days per weekAnimal care knowledge & experiencePrior experience working with animals in a professional setting and familiarity with animal behavior, handling, and basic health needsPet First Aid and Safety: Ability to recognize signs of distress or illness in animals and manage minor injuries or emergencies. Certification in pet CPR and first aid is not required, but nice to haveKnowledge of health and sanitation standards for animals, including facility cleanliness and hygiene to prevent disease spreadLeadership and People DevelopmentExperience training and supervising staff, particularly in animal handling, safety, and customer serviceAbility to motivate and lead a team, with experience in setting clear expectations, providing constructive feedback, and upholding high standards of care and service. Must also be capable of handling challenging situations, including conducting termination conversations when performance does not meet Digs standardsPet-Parent Centric ApproachTakes pride in making every interaction with pet-parents exceptional and navigates difficult conversations with poise and integrityExperience in client-facing roles, including handling client inquiries, addressing concerns, and ensuring satisfactionBusiness AcumenBasic knowledge of budgeting, inventory control, and cost management to help the store remain profitable and efficientCapable of analyzing metrics and drawing insights that can drive resultsOperations ExcellenceMonitors progress against key performance indicators, and takes constructive feedback and applies it to drive performanceRegularly improves processes that increase productivity, reduce waste, and improve compliance and safetyLeads with a continuous improvement mindset to share best practices with the Digs operations teamAdaptability and ResilienceAbility to stay calm in stressful situations, such as pet emergencies or client complaints, and find effective solutionsFlexibility to adjust to changing needs, unexpected situations, and varying personalities and behaviorsCommunication & Influence SkillsEstablishes strong professional relationships with different personalities; takes pride in ensuringinformation flows effectively throughout the teamArticulates expectations to team and provides constructive feedback on all job dutiesAbility to clearly communicate pet care instructions and facility policies to pet owners, as well as provide updates on their pets’ well-beingWhat We OfferCompensation includes a combination of base salary and a quarterly performance bonus.At Digs, we take care of our pack. General Managers are offered flexible time off, dental, medical and vision benefits, a 401k with up to 4% company match after 90 days, and after one year you can join our DigIn Shared Ownership Program — because we believe the people who build Digs should share in its success. Many locations also offer teammates discounted DayPlay as a little extra perk.Digs Dog Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, veteran status, or any other characteristic protected by applicable laws. We are committed to diversity and inclusion and encourage all qualified individuals to apply.PIe2c50a552133-25405-41441356