General Manager

Destination Pet • Cleveland, OH

11d

About The Position

The General Manager leads the day-to-day operations of Destination Pet’s Pet Palace Cleveland center, building a culture that delivers exceptional experiences for pets, pet parents, and team members. The role is accountable for business performance, team development, operational excellence, customer experience, and community engagement. The General Manager works closely with Destination Pet Support Teams—including Operations, Human Resources, Marketing, Facilities, Finance, and Legal—to maintain a safe, efficient, and welcoming environment where people and pets thrive.

The position combines leadership, operations, customer service, and financial accountability. It includes managing staffing, payroll, budgets, inventory, facility and equipment upkeep, safety and regulatory compliance, local marketing, and community partnerships. The General Manager also supports the team wherever needed and monitors the health, safety, comfort, and well-being of pets in the center’s care.

Requirements

• People leadership experience, including coaching, mentoring, and developing teams.
• Strong operational mindset and ability to balance customer service with business performance.
• Ability to thrive in a fast-paced environment and manage changing priorities.
• Confidence making decisions, solving problems, and managing multiple responsibilities simultaneously.
• Ability to build trust with team members, clients, and business partners.
• Experience managing budgets, labor, payroll, inventory, and overall business performance.
• Effective and professional communication with people at every level of the organization.
• Passion for creating an outstanding experience for pets and the people who love them.
• Willingness to lead by example and provide hands-on team support.
• Ability to work evenings, weekends, and holidays when business needs require.
• Ability to frequently lift up to 40 pounds; stand, walk, bend, climb stairs, and remain active throughout the workday.
• Ability to work with computers, point-of-sale systems, and multi-line phone systems.
• Ability to safely handle dogs on leashes and work around pets of varying sizes and temperaments.
• Comfort working around animal dander, pet waste, cleaning products, disinfectants, varying noise levels, pet hair, animal odors, and occasional accidents.

Responsibilities

• Lead daily center operations to ensure a safe, clean, and exceptional experience for pets, clients, and team members.
• Recruit, hire, onboard, coach, develop, and retain a high-performing team while fostering a positive and accountable culture.
• Create schedules that balance service quality with labor budget expectations.
• Manage payroll, labor costs, staffing levels, and timely payroll approval.
• Drive financial performance by managing budgets, reviewing operational reports, monitoring key performance indicators, and identifying growth opportunities.
• Oversee inventory, purchasing, and vendor relationships to maintain appropriate supply levels.
• Deliver outstanding customer service, resolve concerns, build relationships with pet parents, and promote consistent service excellence.
• Ensure compliance with company policies and applicable federal, state, and local employment and safety regulations, including OSHA, EEOC, ADA, and wage and hour requirements.
• Conduct performance evaluations, provide ongoing coaching, and create development opportunities for team members.
• Partner with Destination Pet Support Teams to execute operational initiatives and improve center performance.
• Maintain the facility, equipment, and technology systems to provide a safe and welcoming environment.
• Manage cash handling procedures, deposits, and financial controls.
• Develop and execute local marketing initiatives, community partnerships, and social media engagement to grow the business.
• Monitor the health, safety, comfort, and well-being of every pet in the center’s care.
• Support the team wherever needed and perform other responsibilities as assigned.

Benefits

• Quarterly bonus opportunities.
• Medical, dental, vision, and life insurance, plus short- and long-term disability coverage.
• 401(k) with company match.
• Generous paid time off.
• Discounts on Destination Pet services.
• Career growth opportunities across the Destination Pet network.
• A collaborative, people-first culture with opportunities to make a meaningful impact.

What This Job Offers

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