General Manager

Destination Pet•Charlotte, NC

2d•Onsite

About The Position

The General Manager leads day-to-day operations at a Destination Pet 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 partners with Destination Pet Support Teams—including Operations, Human Resources, Marketing, Facilities, Finance, and Legal—to maintain a safe, efficient, and welcoming environment.

Requirements

Experience leading, coaching, mentoring, and developing teams.
Ability to balance customer service with business performance in a fast-paced environment.
Confidence making decisions, solving problems, and managing multiple responsibilities.
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 skills.
Passion for creating an outstanding experience for pets and their people.
Willingness to lead by example and support the team directly.
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.
Ability to use 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, 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.
Create schedules that balance service quality with labor budget expectations.
Manage payroll, labor costs, staffing levels, and timely payroll approval.
Manage budgets, review operational reports, monitor key performance indicators, and identify growth opportunities.
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 employment and safety regulations, including OSHA, EEOC, ADA, and wage and hour requirements.
Conduct performance evaluations, provide ongoing coaching, and create development opportunities.
Partner with Destination Pet Support Teams to implement 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.
Monitor the health, safety, comfort, and well-being of pets in the center's care.
Support the team as needed and perform other assigned responsibilities.