Director of Pet Care Operations

Nemacolin Career•Farmington, PA

About The Position

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.) Please note: We do not accept submissions from third-party recruiters or agencies. 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.

Requirements

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.

Responsibilities

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.
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.
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.
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.

Benefits

Attractive 401(k) plan
Paid vacation, holidays, and personal hours
Family medical, dental, and vision insurance.
Long-term and short-term disability insurance
Employee and educational assistance program
Up to 40% off Retail, Spa, Activities, Food and Beverage at the Resort
On-site uniform and dry-cleaning services
Discounted meals during breaks in associate break areas
Wisteria Associate Community- Wisteria is Nemacolin’s way of showing our appreciation to our associates. This neighborhood is exclusive to associates and contains a Pub, Market, and Fitness Center. As a member of Team Nemacolin, you’ll enjoy these exclusive amenities.
Associate Recognition programs- Nemacolin realizes that our associates help to set us apart from other organizations in the industry through their commitment to providing exceptional service and their ability to consistently exceed guests’ expectations.
Nemacolin promotes a culture of continuous learning for our associates. We are strongly committed to comprehensive professional development programs:
Opportunities for advancement – At Nemacolin, we encourage our associates to grow within the organization and gain experience in a variety of departments to better understand the hospitality industry. Nemacolin prides itself on promoting from within the organization, and many of our upper-level managers began in entry-level positions and advanced into their current roles.
Mentoring and coaching programs – As a new associate, we provide a level of mentoring that is best suited to you to enhance your growth and career interests, while sharing knowledge, advice, and encouragement along the way.