Perfect Pet Resort is seeking an experienced General Manager to lead the day-to-day operation of our established, multi-department pet care business.

We are looking for a highly capable operational leader with significant experience managing multiple departments through managers and supervisors. The right person enjoys being onsite where the action is, can balance many competing priorities, develops strong managers, makes sound decisions, and takes ownership of results.

This is a true General Manager position with meaningful responsibility for operations, people leadership, safety, client experience, staffing, performance, and continuous improvement.

Pet-industry experience is not required. Strong operational leadership experience is.

What You'll Lead
As General Manager, you will have overall responsibility for the day-to-day operation of Perfect Pet Resort.

• Lead operations across multiple departments and functional areas.
• Directly manage and develop department managers and leaders.
• Maintain a strong onsite presence and awareness of the overall operation.
• Ensure high standards of pet care, safety, cleanliness, service, and operational execution.
• Create accountability and ensure managers address performance and operational issues promptly.
• Coordinate priorities and communication across departments.
• Ensure appropriate staffing and management coverage.
• Monitor labor, staffing efficiency, operational performance, and key business metrics.
• Lead recruiting and hiring for management and other key positions.
• Address significant client concerns and service-recovery situations.
• Identify problems early and ensure effective solutions and follow-through.
• Lead responses to emergencies, safety incidents, staffing issues, and unexpected operational challenges.
• Ensure company policies and procedures are applied fairly and consistently.
• Identify opportunities to improve systems, processes, productivity, service, and organizational effectiveness.
• Support responsible business growth while protecting safety, care standards, and client experience.

You will not be expected to personally perform every operational function.

We are looking for someone who knows how to lead through managers, delegate effectively, establish clear expectations, and hold people accountable for results.

Required Experience

• 8+ years of progressive management experience in a complex service or operational environment.
• Significant experience leading multiple departments or functional areas.
• Demonstrated experience managing through managers, supervisors, or department leaders rather than solely supervising individual employees.
• Meaningful responsibility for the overall performance of an operation, location, business unit, or similarly complex organization.
• Strong experience with staffing, employee performance management, operational problem-solving, and client or customer service.
• Strong judgment and independent decision-making ability.
• Excellent organization and follow-through.
• Ability to manage multiple priorities in a fast-moving environment.
• Strong interpersonal and communication skills.
• Ability and willingness to work onsite.
• Flexibility to work the schedule required by a seven-day operation.

Preferred Experience

• 4+ years in a senior operational leadership role such as General Manager, Assistant General Manager, Director of Operations, Senior Operations Manager, or a comparable position.
• Experience managing an extended-hours or seven-day operation.
• Experience in hospitality, hotels/resorts, veterinary services, healthcare operations, childcare, recreation, pet care, or another complex high-touch service environment.
• Experience using financial and operational KPIs to manage performance.
• Experience with labor management, staffing, recruiting, and employee development.
• Experience resolving significant client or customer issues.
• Experience working in a safety-sensitive environment.

Pet Industry Experience
Pet-industry experience is welcome but not required.

We would rather hire an exceptional operational leader with strong judgment, excellent people-management skills, safety awareness, client-service experience, and the ability to learn our business than limit our search to candidates who have previously worked in pet care.

The Leadership Style We're Looking For

• Enjoys operations and being where things are happening.
• Is highly observant and notices when something isn't right.
• Takes initiative and doesn't wait for someone else to solve problems.
• Can manage many priorities without losing track of important details.
• Makes thoughtful decisions and takes responsibility for them.
• Treats employees fairly, consistently, and respectfully.
• Is approachable but comfortable holding people accountable.
• Can have difficult conversations professionally.
• Develops managers rather than micromanaging them.
• Delegates while still ensuring follow-through.
• Remains calm and clearheaded when problems arise.
• Cares deeply about safety and service quality.
• Has high standards for themselves and others.
• Continually looks for ways to make an organization better.

Safety Is a Major Responsibility
Safety is one of the General Manager's most important areas of accountability.
The GM is responsible for helping maintain a proactive safety culture for pets, employees, clients, and the facility. This includes ensuring procedures are followed, reviewing significant incidents, identifying root causes, implementing corrective actions, monitoring recurring risks, and ensuring managers and employees take safety seriously.

What could go wrong, how can we prevent it, and what can we learn when something does go wrong?

Client Experience
The GM is also accountable for ensuring that Perfect Pet Resort consistently provides the high level of service our clients expect. This includes monitoring service quality, supporting department leaders, resolving significant escalations, identifying recurring client concerns, and ensuring departments work together to create a seamless experience for pet parents.

Schedule Expectations
Perfect Pet Resort operates seven days a week with two shifts per day.

This is a highly visible, onsite leadership position. This position is not remote or hybrid.

The General Manager will typically work five days per week, with a sixth day or extended hours as operational needs require.

The position requires periodic early mornings, evenings, weekends, and holidays so the GM understands, supports, and effectively leads the entire operation.

This is not a traditional Monday-Friday office position.

At the same time, the General Manager is not expected to personally cover every shift or be onsite continuously. A key responsibility of the GM is building strong managers, supervisors, systems, and accountability so the operation does not depend on one person to solve every problem.

Relationship With the Owner
The Owner/CEO will remain focused on company strategy, financial oversight, growth, major capital investments and facility improvements, and the long-term direction of Perfect Pet Resort.

The General Manager will have meaningful responsibility and authority for running the day-to-day operation.

We are looking for someone who wants that level of ownership.

Compensation & Benefits
Salary: $95,000-$120,000 per year, commensurate with experience and qualifications.

Perfect Pet Resort offers a benefits package that includes:

• Sick and Safe PTO
• Vacation PTO
• Group medical insurance with a portion of the premium paid by the company
• Employer-funded Health Reimbursement Arrangement (HRA)
• Access to group dental and vision insurance
• Short-term disability insurance
• Long-term disability insurance
• Life insurance
• Employee discounts on Perfect Pet Resort services

This is an opportunity to lead an established company with experienced employees, loyal clients, strong standards, and more than two decades of history.
We're not looking for someone who simply wants the title of General Manager.
We're looking for a leader who takes ownership, develops people, solves problems, protects high standards, and takes pride in making a complex organization work exceptionally well.
If that describes you, we'd like to hear from you.

This is a management position This is a full time position