Director of Pet Care Operations

ESSENTIAL FUNCTIONS:

The Director of Pet Care Operations will provide strategic and operational leadership for multiple pet care facilities while supporting oversight of veterinary services at the Animal Care Center. This individual will ensure excellence in guest service, animal care, and operational efficiency, while fostering a professional, welcoming environment for staff, clients, and pets. The ideal candidate will have strong leadership abilities, exceptional organizational and communication skills, and a deep passion for the pet care profession.

Please note: We do not accept submissions from third-party recruiters or agencies.

Operations & Facility Oversight

• Direct and manage daily operations of two pet care facilities, ensuring adherence to policies, procedures, and company standards.
• Support oversight of veterinary services, coordinating with veterinarians and clinical staff to ensure high-quality care.
• Maintain knowledge of new programs, policies, equipment, and industry best practices, ensuring staff are trained and updated accordingly.
• Supervise front office, pet care staff, grounds, laundry, recreation, and other facility support functions.
• Plan and coordinate meetings, events, and presentations related to pet care operations.
• Develop and monitor operational budgets, purchase orders, and inventory management to ensure facilities operate efficiently and within financial targets.

Leadership & Staff Management

• Lead, mentor, and motivate staff to provide exceptional guest service and animal care.
• Create employee schedules and manage staffing needs across facilities.
• Ensure proper training protocols are implemented, maintained, and completed in a timely manner.
• Serve as acting leader in the absence of senior management, providing guidance and support to staff while maintaining operational clarity.
• Conduct performance evaluations and provide coaching to enhance staff performance and professional development.

Guest & Client Relations

• Deliver and promote exceptional internal and external guest service, building strong client relationships.
• Handle client concerns with professionalism and efficiency, escalating as needed.
• Create an inviting and safe environment for pets and their owners, maintaining high standards for cleanliness, presentation, and service.

Strategic Planning & Continuous Improvement

• Partner with senior leadership to develop strategies for growth, operational efficiency, and enhanced client experience.
• Analyze operational data to identify opportunities for improvement and implement effective solutions.
• Ensure compliance with regulatory requirements, safety standards, and company policies.
• Other job duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor’s Degree preferred; equivalent experience in pet care operations considered.
• Minimum of 8 years’ experience in the pet care industry, including leadership/management roles.
• Strong understanding of veterinary and animal care operations preferred.
• Excellent organizational, multi-tasking, and time-management skills in a fast-paced environment.
• Outstanding communication skills, both verbal and written, with the ability to interact professionally at all levels.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and other relevant software.
• Ability to maintain confidentiality and exercise sound judgment in decision-making.
• Demonstrated ability to lead teams, develop staff, and foster a positive work culture.

These skills and abilities are typically acquired through the completion of a bachelor’s degree or equivalent, as well as through a minimum of five (5) years of experience in the Pet Care industry. Previous leadership experience preferred.

This job description cannot possibly include a complete comprehensive listing of all the activities, duties or responsibilities that may be require by the organization and/or members of management. It reflects management’s assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.

Lead with Purpose. Shape Culture. Elevate the Experience.

Nemacolin resort offers a distinctive leadership environment where strategic direction, accountability, and hospitality excellence come together to shape guest experiences and organizational culture. Within a luxury-level environment known for creativity and innovation, leaders guide teams, cultivate talent, and influence the future of service at one of hospitality’s most unique destinations.

Leadership begins with immersion into the resort’s ethos, values, vibe, and service philosophy, supported by executive onboarding and advanced development opportunities. Leaders engage in cross-functional collaboration, strategic planning, and mentorship that strengthen operational expertise and people leadership. A commitment to transparency, accountability, and continuous improvement defines the leadership journey and reinforces a dynamic where teams thrive.

Leadership Development & Culture Stewardship

• Executive onboarding and advanced leadership development
• Strategic cross-functional collaboration and innovation opportunities
• Mentorship, coaching, and talent development responsibilities
• Recognition through leadership honors and performance milestones

Executive-Level Benefits & Lifestyle Experience

• Competitive compensation and comprehensive benefits offerings
• Attractive 401(k) program and paid time off
• Housing, educational, and professional development support
• Savings across resort dining, retail, spa, and experiences
• Exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community

Leadership at Nemacolin creates lasting impact by shaping teams, elevating standards, and building a culture of excellence where hospitality professionals flourish while delivering unforgettable guest experiences.

Bring your passion. Grow your career. Create Real Life Magic.

About Nemacolin

A private, family-owned, and woman-owned luxury resort unlike anything else in the hospitality industry, Nemacolin spans more than 2,200 breathtaking acres in Pennsylvania’s Laurel Highlands. Recognized by Forbes Travel Guide, AAA, and Preferred Hotels & Resorts, this four-season destination blends refined hospitality with creativity, craftsmanship, and a spirit of adventure that defines every guest and member experience.

Distinctive accommodations, immersive experiences, and a culture grounded in artistry and service excellence come together to create a setting where guests, members, and associates find inspiration. Across the resort, Real Life Magic is brought to life through meaningful moments, genuine connection, and a shared commitment to delivering something truly exceptional.

Visit Nemacolin.com to step inside the story, explore the experiences, and discover what draws people to Nemacolin. Then, imagine the impact, influence, and legacy that could become part of your leadership journey.