General Manager

Happy Dog•Carmel, IN

11d•$60,000 - $70,000•Onsite

About The Position

The General Manager leads the Happy Dog location in Carmel, Indiana, which offers daycare, overnight boarding, grooming, and training. This role guides and mentors team members to ensure smooth daily operations and deliver excellent experiences for customers and teammates. The General Manager is accountable for staffing, retention, morale, financial performance, and customer experience, and works with the Area Manager to assess location progress and develop a strategic vision. As a key operations leader, the General Manager collaborates with operations leadership, sets goals for efficiency and productivity, and executes plans against the annual budget and goals. The role promotes a respectful, positive, and professional workplace and helps shape Digs’ culture. It oversees standards of animal care and facility safety, staffing and workforce planning, customer service, financial results, local business development and marketing, and the full employee lifecycle. The General Manager is expected to lead with integrity, analyze performance, improve processes, and build a trusting, inclusive, and productive team environment.

Requirements

Ability to work on-site five days per week.
Animal-care knowledge and experience, including prior professional experience working with animals and familiarity with animal behavior, handling, and basic health needs.
Knowledge of animal health and sanitation standards, including 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, uphold high standards, and handle challenging situations, including termination conversations.
A customer-focused approach and experience in client-facing roles, handling inquiries and concerns, and ensuring satisfaction.
Basic knowledge of budgeting, inventory control, and cost management.
Ability to analyze metrics and draw insights that can drive results.
Ability to monitor performance indicators, apply feedback, and improve processes, productivity, waste reduction, compliance, and safety.
Ability to remain calm and find effective solutions in stressful situations, such as pet emergencies or client complaints.
Flexibility to adjust to changing needs, unexpected situations, and varying personalities and behaviors.
Ability to build professional relationships and ensure information flows effectively throughout the team.
Ability to clearly communicate expectations and feedback to teammates, and pet-care instructions and facility policies to pet owners.

Nice To Haves

Certification in pet CPR and first aid.

Responsibilities

Promote a respectful, positive, and professional work environment and help develop Digs’ workplace culture.
Maintain Digs and local Department of Agriculture standards for facility cleanliness, maintenance, upkeep, and safety for animals, team members, and customers.
Ensure adequate shift coverage while following scheduling and labor guidelines.
Monitor and analyze performance indicators related to standards of care and develop action plans to improve results.
Maintain excellent customer service, including Net Promoter Score and customer feedback on Google and social media.
Own the location’s P&L and manage budget performance, including labor, maintenance, cost of goods, and other controllable expenses.
Compare past, current, and projected operating performance with budgets and goals, and develop plans to address shortfalls.
Develop programs and process improvements that support growth, increase output, and control costs.
Build relationships with local veterinary hospitals, rescues, shelters, businesses, contractors, and Department of Agriculture representatives.
Execute Digs marketing plans and local-market initiatives, including community events and B2B efforts.
Meet or exceed the store’s Meet and Greet and Net New Customers goals.
Build and manage a team with 5–20 or more direct reports.
Manage the employee lifecycle, including hiring, onboarding, training, development, performance management, and corrective action.
Plan the facility workforce, including recruiting, hiring, training, upskilling, and retaining teammates.
Use available Digs resources to lead with integrity and maintain a trusting, inclusive, and productive environment.
Work on-site five days per week.
Train and supervise staff, particularly in animal handling, safety, and customer service.
Set clear expectations, provide constructive feedback, uphold standards, and conduct termination conversations when needed.
Handle client inquiries and concerns, communicate pet-care instructions and facility policies, and provide pet well-being updates.
Monitor progress against key performance indicators, apply feedback, and improve productivity, waste reduction, compliance, and safety.
Share operational best practices and adapt to changing needs, stressful situations, emergencies, and different personalities.