What are the responsibilities and job description for the Director of Operations position at Newbury Franklin Pet Services?
Location: Nashville, TN (significant travel within 300-mile radius)
Reports to: Chief Executive Officer
About Newbury Franklin Pet Services
Newbury Franklin Pet Services (“NFPS”) is a fast-growing provider of premium pet care services, including daycare, boarding, and grooming. Our mission is to enhance the bond between people and pets by providing great customer and employee experiences.
We are committed to delivering exceptional care for pets and their families by living out our Core Values:
- Caring – We care deeply about our customers, pets, teammates and the work we do.
- Transparent – We are open, honest and clear communicators
- Growth-Minded – We are committed to learning and growing.
We are pursuing a buy-and-build strategy, with the goal of adding 4–6 new locations per year through a combination of acquisitions and new development. Our goal is to be the leading pet services company in Nashville by the end of 2027 and the largest in the Southeast by 2035. NFPS is a member of the Newbury Franklin family of companies and is led by a team who has successfully scaled and exited multiple companies in the pet and childcare industries. This is an exciting opportunity to join a rapidly expanding organization at a pivotal stage of growth and to help shape the future of the company.
Position Summary
The Operations Director is responsible for ensuring that all NFPS locations operate safely, efficiently, and in alignment with company standards and Core Values. This role owns operational execution, labor management, safety, HR/People functions, and the consistent delivery of high-quality customer and employee experiences.
This leader partners closely with the CEO and Sales & Marketing to ensure that growth targets are supported by operational excellence, leadership development, and disciplined execution across all facilities.
Key Responsibilities
Operations Leadership
- Own labor expense management across all locations.
- Ensure employee and pet safety standards are upheld.
- Oversee facility maintenance and proactively mitigate operational risks.
- Conduct internal quality audits to ensure consistency.
- Document and standardize processes, including daily checklists and emergency protocols.
- Oversee system implementations and ensure adoption across locations.
General Manager Leadership & Accountability
- Build strong relationships with Managers at each location.
- Mentor and coach GMs through regular weekly 1:1 meetings.
- Provide strategic direction and operational support to grow each business.
- Transition owner-operator responsibilities fully to GMs post-acquisition.
- Establish consistent communication cadence and performance expectations.
HR / People Leadership
- Ensure labor law compliance across all locations.
- Oversee recruiting and onboarding processes.
- Drive values and culture adherence across teams.
- Oversee payroll and benefits in partnership with PEO & CEO.
- Develop career pathways and leadership development plans.
Financial Planning & Operational Budgeting
- Create annual budgets and growth plans for each location.
- Monitor labor %, revenue performance, and expense control.
- Partner with Finance to ensure locations track to budget.
Customer Experience & Retention
- Own operational elements of customer experience and retention.
- Ensure consistent employee training programs.
- Reduce incidents and improve safety outcomes.
Qualifications
Required:
- 7 years of multi-site operations leadership experience in a service-based consumer business.
- Experience managing General Managers or location-level leaders.
- Enjoys coaching and developing people.
- Strong understanding of labor modeling, safety protocols, and facility operations.
- Demonstrated ability to document processes and build operational infrastructure.
- Ability to manage and complete multiple projects in a fast-paced environment.
- Self-sufficient working style with limited need for day-to-day direction and follow-up.
- Willingness to travel within a 300-mile radius of Nashville regularly.
Preferred:
- Experience in pet care, childcare, hospitality, fitness, or similar industries.
- Experience implementing operational software platforms.
- Experience supporting acquisition integration or multi-site expansion.
Core Competencies
- Operational Excellence
- Accountability-Driven
- Hands-On Leadership
- Transparent Communication
- Growth-Minded Development of People
Compensation & Benefits
- Competitive base salary with performance-based bonus incentives.
- Comprehensive health and dental insurance.
- Free dog daycare and discounted boarding and grooming.
How to Apply
Interested candidates should submit a resume and a brief cover letter detailing relevant experience and success in managing and growing multi-site consumer businesses to joe.graves@newburyfranklin.com.