Assistant General Manager

About the role

The Assistant General Manager plays a key role in guiding, supporting, and leading all team members to ensure smooth daily operations and deliver outstanding customer and teammate experiences. Staffing, retention, and morale all fall under this individual's responsibility, in addition to managing business outcomes such as financial performance and customer experience.

Responsibilities

• Elevate the Standard of Care Meeting Digs and local Department of Agriculture standards in the cleanliness, maintenance, upkeep, and safety of the facility for our pups, team members, and customers
• Staffing – Supporting the General Manager to always ensure adequate shift coverage, while adhering to scheduling and labor guidelines
• Maintain Digs' focus of “Treat our Pup Parents like Family” by upholding excellent customer service metrics such as 1Net Promoter Score and customer feedback on Google and social media
• Core Financials Feels accountable for the profit & Loss (P&L) of the location by partnering with the General Manager to ensure alignment with budget goals, specifically in areas such as labor, maintenance, cost of goods, and other controllable expenses
• Analyze past, present, and future operating performance against budget and goals, and collaborate with the General Manager to formulate a plan to address misses as necessary
• Devise strategies to ensure program growth by identifying and implementing process improvements that maximize output and minimize costs. Think and act like an owner
• Business Health Build mutually beneficial relationships with local vet hospitals, rescues, shelters, local businesses, local contractors, and local Department of Agriculture representatives
• Support the execution of Digs, marketing plans, and implement local market plans, such as community events and B2B outreach
• Achieve location goals for new customer acquisition and engagement, with measurables such as Meet and Greets and Net New Customers
• Building a Team Supports the General Manager in managing a team 5-20+ direct reports by assisting with the full employee life cycle from hiring and onboarding to training, performance management, and professional development

Qualifications

• Ability to be on-site 5 days per week and be available to support the team at all times
• Prior experience working with animals in a professional setting and familiarity with animal behavior, handling, and basic health needs
• Pet First Aid and Safety: ability to recognize signs of distress or illness in animals and manage minor injuries or emergencies. Certification in pet CPR and first aid is not required, but it is a nice-to-have
• Knowledge of health and sanitation standards for animals, including facility cleanliness and hygiene practices to prevent disease spread
• Leadership and People Development Experience training and supervising staff, particularly in animal handling, safety, and customer service
• Ability to motivate and lead a team, with experience setting clear expectations, providing constructive feedback, and upholding high standards of care and service. Must also be capable of handling challenging situations, including conducting termination conversations when performance does not meet Digs standards
• Pet-Parent Centric Approach Takes pride in making every interaction with pet parents exceptional, and navigates difficult conversations with poise and integrity
• Experience in client-facing roles, including handling client inquiries, addressing concerns, and ensuring satisfaction
• Basic knowledge of budgeting, inventory control, and cost management to help the location remain profitable and efficient
• Capable of analyzing metrics and drawing insights that drive results
• Operations Excellence Monitors progress against key performance indicators and applies constructive feedback to drive performance
• Regularly improves processes that increase productivity, reduce waste, and improve compliance and safety
• Leads with a continuous improvement mindset to share best practices with the Digs operations team
• Adaptability and Resilience Ability to stay calm in stressful situations, such as pet emergencies or client complaints, and find effective solutions
• Flexibility to adjust to changing needs, unexpected situations, and varying personalities and behaviors
• Communication & Influence Skills Establishes strong professional relationships with different personalities; takes pride in ensuring information flows effectively throughout the team
• Articulates expectations to the team and provides constructive feedback on all job duties
• Ability to clearly communicate pet care instructions and facility policies to pet owners, as well as provide updates on their pets' well-being