Operations Manager

Swifto Charlotte•Charlotte, NC

1d•Onsite

About The Position

Swifto is a growing dog walking and pet care company serving clients across multiple markets. We are seeking an Operations Manager to lead day-to-day operations while remaining closely involved in the customer service and scheduling work that keeps our services running smoothly. This is a hands-on leadership role for someone who enjoys solving problems, supporting a team, and improving how things work. The Operations Manager will serve as a primary point of contact for the Swifto team, oversee service coverage and operational priorities, and help strengthen systems and processes as the company grows.

Requirements

Experience in operations, team leadership, customer service, scheduling, hospitality, pet care, or another fast-paced service environment.
Strong leadership and communication skills with the ability to provide clear, supportive direction.
Excellent organization, attention to detail, and follow-through.
The ability to remain calm and make sound decisions when plans change quickly.
A practical, solutions-oriented approach to problem solving.
Comfort using scheduling, messaging, reporting, and other web-based systems.
The ability to identify patterns, improve processes, and communicate recommendations clearly.
A commitment to reliable service and a positive experience for clients, pets, and team members.

Responsibilities

Oversee daily scheduling, including new requests, cancellations, employee time off, and last-minute coverage needs.
Communicate with clients by phone, email, and messaging to answer questions, provide updates, and resolve concerns.
Coordinate with dog walkers throughout the day to ensure services are accepted, on schedule, and completed as planned.
Respond to service disruptions, access issues, emergencies, and other time-sensitive concerns.
Reassign services and communicate changes to clients when coverage adjustments are needed.
Maintain accurate client, pet, employee, and scheduling information in company systems.
Support new client onboarding and a smooth transition into ongoing service.
Serve as the day-to-day leader and resource for Swifto's office and field teams.
Coordinate backup coverage for planned and unplanned employee absences.
Lead team meetings, establish priorities, and ensure follow-through on action items.
Track key operating results and provide leadership with updates on performance, staffing needs, challenges, and recommended solutions.
Identify recurring service or workflow issues and implement practical process improvements.
Handle escalated client, employee, staffing, and safety concerns.
Support hiring, training, performance feedback, and team development.
Maintain clear operating procedures for scheduling, communication, coverage, and escalation.
Take on additional operational responsibilities as Swifto grows, with the opportunity to develop toward a General Manager role.