Operations Supervisor

We're Hiring an Operations Supervisor — Reading, MA

At Pet Companions Bed & Biscuit, we don't settle for good enough. We seek opportunities for never ending improvement. We run a premium, cage-free dog care facility in Reading, MA built on high standards, genuine enrichment, and a team culture where accountability and growth aren't buzzwords — they're how we operate every single day. We're looking for a leader who lives that way too.

The Role

This position exists for one reason: so the operation runs beautifully ~ for the dogs, for their parents and for the team.

That means dogs are safe, engaged, and well cared for. Clients feel informed, valued, and confident in every interaction. The team knows what's expected, feels supported, and shows up proud of where they work. And the daily rhythm of the business — stand-ups, reports, checklists, enrichment, boarding care, client communication — runs without exception.

If you are someone who finds deep satisfaction in a well-run operation, who takes ownership seriously, and who genuinely loves building a team rather than just managing one — this is the role you've been looking for.

If you find deep satisfaction in a well-run operation, take ownership seriously, and want to build a team rather than just manage one — this is the role you've been looking for.

What You'll Own

• The daily operation — every shift runs on a consistent, predictable rhythm you drive
• The team — onboarding, training, coaching, accountability, and growth
• The dogs — safety protocols, health monitoring, incident prevention, and timely client communication
• The standards — SOPs followed, enforced, and continuously improved
• The metrics — labor, enrichment, grooming, client satisfaction, team satisfaction

What a Great Day Looks Like

You've led a focused morning huddle. The team is deployed, the Game Plan is running, and every dog is engaged and safe. Boarding reports went out on time. A client whose dog had a concern heard from you before noon. Inventory is stocked. The building is safe, organized and clean. Two team members are growing into roles they weren't ready for six months ago. And you've already identified one thing you want to make better next week.

That's the standard. That's the job.

You're the Right Fit If You:

• Have led a team in a fast-paced, hands-on environment and loved it
• Hold yourself and your team accountable — in the moment, with specificity, and with respect
• Believe that documentation, follow-through, and clear communication are acts of leadership, not administrative burden
• Are a visible floor leader — you model the standard, you don't just describe it
• Pursue learning actively — certifications, new approaches, better systems
• Use technology as a tool to make operations smarter, not just to check boxes
• Want to build something — a team, a culture, an operation — not just manage a shift
• Communicate proactively with ownership; you don't wait to be asked

You're Probably Not the Right Fit If You:

• Prefer to manage from a desk rather than lead from the floor
• Address problems when they escalate rather than before they do
• See documentation and accountability as someone else's job
• Are looking for a predictable 9-to-5 with clear separation from the team's outcomes

We mean this directly, not harshly. This role carries real responsibility and real reward. We want to make sure it's the right match.

What You'll Do:

The daily operation

• Prepare and lead the daily huddle; own the Game Plan from prep to handoff
• Prepare the weekly schedule; manage labor hours against reservations
• Oversee inventory and ensure supplies are stocked before they become a problem
• Bring ideas to ownership proactively; reschedule missed meetings before alignment slips

The team

• Create and publish weekly schedule a minimum of two weeks in advance and manage any changes as they arise
• Direct and develop Shift Leads and Associates — coaching in real time, every day
• Lead new hire onboarding from day one through the 60-day probationary review
• Identify growth opportunities and address concerns early
• Track attendance, training compliance, and performance in the Employee Events system
• Contribute to a team culture where people feel seen, challenged, and proud of where they work

The dogs

• Ensure dog reports, boarding reports, discovery notes, and health observations are documented and sent on time
• Communicate with clients proactively when a dog concern occurs — same day, every time
• Review and maintain accurate dog profiles in Notion; create handling procedures per dog as needed

The standards

• Monitor and enforce SOPs on the floor — address misses immediately, document, and report
• Manage and update the SOP library; identify gaps, create additions, retire what no longer serves
• Use AI tools including Claude (claude.ai) to drive operational improvements — smarter SOPs, better workflows, stronger training materials

The metrics

• Track and report on labor %, enrichment completion, grooming fulfillment, client satisfaction, and team satisfaction
• Bring data to ownership check-ins; own the numbers, not just the narrative

What We Offer

• Full-time salaried position with competitive compensation
• A team that is genuinely invested in doing excellent work
• A clear, supported path to making this operation your own
• Wage growth tied to achievement of performance metrics and certifications
• A culture where your leadership is trusted, your ideas are heard, and your growth is supported
• Ownership that is engaged, communicative, and deeply committed to doing this right
• The chance to be the reason a team of people love coming to work

Requirements

• 2 years of team leadership experience in a fast-paced, hands-on environment
• Dog care, veterinary, animal welfare, or hospitality background strongly preferred
• Comfort and confidence handling dogs of all sizes, breeds, and temperaments
• Strong working knowledge of operational systems; experience with Notion, Slack, or similar tools a plus
• CPR / First Aid for Pets — certified or willing to complete within 90 days
• Dog Handler Academy & Enrich U — willing to complete within 30 days
• Physical ability to work on your feet in a fast-paced environment in all weather conditions
• Availability including some weekends and holiday

Pay: $48,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Paid time off
• Tuition reimbursement

Work Location: In person

Salary : $48,000 - $60,000