Head of Full Service Operations

Pet Media Group•All, MO

43d

About The Position

Pet Media Group (PMG) is a Stockholm-based scale-up that acquires, launches, and scales leading pet marketplaces globally. Over 1.5 million animals find new homes through our platforms each year, and we operate across multiple countries with a mission to make rehoming pets more trusted, safe, and convenient through technology. We’re a profitable company, growing, and backed by top European investors. One of our largest platforms is Lancaster Puppies: a leading marketplace for connecting buyers and breeders in the US About Lancaster Puppies On Lancaster Puppies, we help connect families with puppies from trusted breeders. We have two business lines: ‘Full Service’, where our field agents support breeders end-to-end with photography and listing w. ‘Self Service’, where breeders create and manage their own listings directly on the platform. We’re evolving from a traditional “classifieds” model (pay-to-advertise) to a true marketplace model with carefully vetted breeders where transactions happen on-platform and we earn a success fee when a puppy is paid for through the platform. We’re hiring a Head of Full Service Operations to lead our “Full Service” field program—25+ field agents serving thousands of breeders weekly across Pennsylvania, Ohio, and nearby states. Full Service exists to support breeders who don’t have access to the internet/technology (often within Plain communities, including Amish & Mennonite), by helping them photograph, list, and manage puppy advertising—and increasingly, to help move transactions onto our platform. This is a high-ownership, metrics-driven field operations leadership role. Your mandate: increase operational efficiency by working on agent workflows and ensure consistent and high quality service level, and lead the operational transition to a payments-enabled marketplace.

Requirements

5+ years experience in field operations / distributed workforce leadership (route-based teams, reps, technicians, field service, last-mile, etc.).
Proven track record improving efficiency, quality, and execution cadence across a field org.
Familiarity with CRM/workflow tools, route optimization, and other field operations tooling.
Experience building and running operational KPIs, weekly operating rhythms, and accountability systems.
Comfort working in a two-sided marketplace or platform environment (or closely analogous operational models).
Strong change-management instincts: you can lead teams through new processes and performance expectations.
Based in Pennsylvania (preferred) or Ohio, with willingness to travel frequently regionally.
High integrity, cultural sensitivity, and a relationship-driven approach—especially in working with Plain communities.

Nice To Haves

Experience helping transition a business from “lead-gen/classifieds” to transactional marketplace / payments.
Experience designing compensation/incentives for field teams (quality + productivity + adoption metrics).