Assistant General Manager

Digs Dog Care • Columbia, MO

22d • Onsite

About The Position

The Assistant General Manager guides, supports, and leads team members to ensure smooth daily operations and deliver excellent experiences for customers and teammates. The role supports staffing, retention, morale, financial performance, and customer experience. In partnership with the General Manager, this leader monitors the location’s progress, helps shape its strategic direction, collaborates with operations leadership, sets goals for operational efficiency and productivity, and executes plans against the annual budget and goals. The position begins with a training period, with transition into the role after approximately six months.

The Assistant General Manager helps maintain high standards of animal care, facility safety, customer service, business performance, and team development. The role is expected to foster a respectful, positive, professional, inclusive, and productive workplace while supporting the General Manager across daily operations and the employee life cycle.

Requirements

• Ability to work on-site five days per week and be available to support the team at all times.
• Prior professional experience working with animals and familiarity with animal behavior, handling, and basic health needs.
• Knowledge of animal health and sanitation standards, facility cleanliness, and hygiene practices that help prevent disease spread.
• Experience training and supervising staff, particularly in animal handling, safety, and customer service.
• Ability to motivate and lead a team, set clear expectations, provide constructive feedback, and uphold high standards of care and service.
• Ability to handle challenging situations, including termination conversations when performance does not meet Digs standards.
• Strong customer-service orientation and ability to navigate difficult conversations with pet parents with poise and integrity.
• Experience in client-facing roles, including responding to inquiries, addressing concerns, and ensuring satisfaction.
• Basic knowledge of budgeting, inventory control, and cost management.
• Ability to analyze metrics and draw insights that drive results.
• Ability to monitor progress against key performance indicators and use constructive feedback to improve performance.
• Ability to improve processes to increase productivity, reduce waste, and improve compliance and safety.
• Ability to remain calm and find effective solutions during stressful situations, such as pet emergencies or client complaints.
• Flexibility to adjust to changing needs, unexpected situations, and varying personalities and behaviors.
• Ability to establish strong professional relationships, support effective information flow, and clearly communicate with teams and pet owners.

Nice To Haves

• Pet CPR and first aid certification.

Responsibilities

• Promote a respectful, positive, and professional workplace and help develop Digs’ organizational culture.
• Meet Digs and local Department of Agriculture standards for facility cleanliness, maintenance, upkeep, and safety for animals, team members, and customers.
• Support the General Manager in maintaining adequate shift coverage while following scheduling and labor guidelines.
• Monitor operational key performance indicators and take action to improve service delivery.
• Uphold excellent customer service and the “Treat our Pup Parents like Family” standard, including attention to Net Promoter Score and customer feedback on Google and social media.
• Partner with the General Manager on location profit and loss performance and alignment with budget goals, including labor, maintenance, cost of goods, and other controllable expenses.
• Analyze operating performance against budgets and goals and collaborate with the General Manager on plans to address shortfalls.
• Identify and implement process improvements that support program growth, maximize output, and minimize costs.
• Build relationships with local veterinary hospitals, rescues, shelters, businesses, contractors, and Department of Agriculture representatives.
• Support execution of Digs’ marketing plans and local market initiatives, including community events and business-to-business outreach.
• Help achieve location goals for customer acquisition and engagement, including Meet and Greets and net new customers.
• Assist the General Manager in managing a team of 5–20 or more direct reports, supporting hiring, onboarding, training, performance management, and professional development.
• Help ensure team members have the tools, training, and support needed to succeed.
• Use available company resources to lead with integrity and establish and maintain a trusting, inclusive, and productive team environment.
• Communicate expectations, provide constructive feedback, and clearly share pet-care instructions, facility policies, and updates about pets’ well-being.

Benefits

• Medical benefits shortly after the start date.
• Dental benefits shortly after the start date.
• Vision benefits shortly after the start date.
• Eligibility for a 401(k) with up to a 4% company match after 90 days.
• Eligibility to join the DigIn Shared Ownership Program after one year.
• Discounted DayPlay at many locations.
• Quarterly bonus tied to location performance after successful completion of a 90-day training program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed