Operations/Retail Manager

Creature Comforts Pet Resort•Town of Evans, NY

93d•$21 - $25

About The Position

Creature Comforts is hiring a full-time leadership professional to lead and independently operate a large-volume, multi-location pet care facility offering grooming, boarding, training, communal playtime, and additional services. The Operations/Practice Manager is accountable for day-to-day operations, client satisfaction, staff management, fiscal accountability, and ensuring established processes and systems are followed. The role reports directly to the General Manager and the Owner and serves as the first point of contact for operations. It is responsible for meeting customer service standards for both internal and external customers, building the business, implementing programs, developing staff, and creating exceptional customer experiences. The manager oversees employee hiring, firing, coaching, performance monitoring, team building, and scheduling, while ensuring appropriate coverage and considering payroll costs. Operational duties include overseeing facility services and safety for dogs, staff, and clients; resolving customer complaints; maintaining cleanliness and sanitation; addressing maintenance needs; and monitoring supplies. Accounting-related duties include assisting with day-to-day accounting, reviewing client accounts, generating payroll reports, processing payroll, reconciling daily deposits, and working with business software. The manager is also expected to participate in direct animal care as needed, including assisting with medication administration, feeding, occasional dog walks, and cleaning dishes, animal rooms, runs, and kitchens. The role requires weekend and holiday availability, open availability across mornings, afternoons, and evenings, and the ability to remain on one's feet for more than eight hours per day, lift over 50 pounds, and walk dogs weighing over 90 pounds or two dogs at once. Pay starts at $21.00–$25.00 per hour, based on experience.

Requirements

At least a two-year degree in Business, Accounting, Zoological Science, or Animal Science; a four-year degree is preferred.
At least three years of experience in a Manager or Operations Manager leadership role managing a group of at least five people.
A strong track record of successful staff management, including hiring, firing, training, and support.
A strong track record of customer service and client satisfaction.
Availability to work weekends and holidays, with open availability in the morning, afternoon, and evening.
Ability to be on one's feet for more than eight hours per day and lift more than 50 pounds.
Ability and willingness to walk dogs weighing over 90 pounds or two dogs at the same time.
Professional references will be requested.

Nice To Haves

Pet care facility experience is highly preferred, but may not be required if other skill sets are exceptionally well suited.
A four-year degree in Business, Accounting, Zoological Science, or Animal Science is preferred.

Responsibilities

Lead and oversee all day-to-day operations of the pet care facility and its boarding, daycare, grooming, training, and add-on services.
Manage employees, including hiring, firing, coaching, performance monitoring, team building, scheduling, and ensuring appropriate staffing coverage while considering payroll costs.
Ensure the safety of dogs, staff, and clients and consistently meet or exceed customer service standards.
Handle customer complaints and work toward positive outcomes and client satisfaction.
Maintain high cleanliness and sanitation standards, address facility maintenance needs, and monitor supply inventories.
Assist with day-to-day accounting functions, primarily review client accounts, generate payroll reports, process payroll, reconcile daily deposits, and use business software.
Participate in direct animal care as needed, including assisting with medication administration, feeding, and occasional dog walking.
Perform cleaning tasks as needed, including dishes, animal rooms, runs, and kitchens.
Work to build the business, implement programs, develop staff, and create exceptional customer experiences.