Director of Pet Care Operations

ESSENTIAL FUNCTIONS:

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

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.

Equal Opportunity Employer
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