General Manager
About The Position
The General Manager leads the day-to-day operations of a Destination Pet center at Club Fetch. The role is responsible for business performance, team development, operational excellence, and outstanding care and experiences for pets, pet parents, and team members. The General Manager partners with Destination Pet Support Teams—including Operations, Human Resources, Marketing, Facilities, Finance, and Legal—to maintain a safe, efficient, and welcoming environment. Responsibilities span leadership, staffing, scheduling, payroll and labor management, budgeting and financial controls, inventory and vendor oversight, customer service, compliance, facility maintenance, marketing, community engagement, and pet welfare. The role requires hands-on support for the team and may involve evenings, weekends, and holidays as business needs require.
Requirements
- Experience as a people leader, including coaching, mentoring, and developing teams.
- Ability to balance customer service with business performance in a fast-paced environment with competing priorities.
- Ability to make decisions, solve problems, and manage multiple responsibilities.
- Ability to build trust with team members, clients, and business partners.
- Experience managing budgets, labor, payroll, inventory, and overall business performance.
- Effective, professional communication with people at all levels of the organization.
- Passion for creating an outstanding experience for pets and their people.
- Willingness to lead by example and provide hands-on support to the team.
- Ability to work evenings, weekends, and holidays as business needs require.
- Ability to frequently lift up to 40 pounds; stand, walk, bend, climb stairs, and remain active throughout the workday.
- Comfort using 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 and 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, accountable culture.
- Create schedules that balance service quality with labor budget expectations.
- Manage payroll, labor costs, and staffing levels, including timely payroll approval.
- Manage budgets, review operational reports, monitor key performance indicators, and identify opportunities to improve business performance and growth.
- Oversee inventory, purchasing, and vendor relationships.
- Resolve customer concerns, build relationships with pet parents, and ensure 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.
- Manage cash handling, 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 pets in the center's care.
- Support the team wherever needed and perform other assigned responsibilities.
Benefits
- Quarterly bonus opportunities.
- Medical, dental, vision, and life insurance coverage.
- 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.
- Collaborative, people-first culture and opportunities to make a meaningful impact.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
