Assistant General Manager

About the role

Do you love pets, people, and leading teams? Are you energized by building a great culture, driving results, and growing your career in operations leadership? NVA Pet Resorts is looking for a hands-on full-time Assistant General Manager to help lead our Canine Country Club - Westside resort in Albuquerque, New Mexico.

Responsibilities

• Leadership and Culture Model NVA values and leadership competencies through your daily leadership behaviors
• Coach and develop Shift Leads and Team Members to build capability and confidence
• Recognize strong performance and address concerns promptly, fairly, and consistently
• Partner with the General Manager to create an engaging workplace culture
• Operations And Guest Experience
• Maintain operational excellence across pet care, facility standards, cleanliness, and safety
• Lead 1 to 2 shifts per week as Manager on Duty to set expectations and inspect results
• Ensure effective staffing and shift execution while following scheduling and labor guidelines
• Resolve customer concerns with empathy, professionalism, and a solutions mindset
• Ensure teams are trained and proficient across all resort tasks and operating standards
• Execute daily audits, checklists, and end-of-shift reporting across departments
• Sales, Marketing, and Business Performance Support execution of corporate marketing programs and local lead-generation efforts
• Help drive proactive lead management and conversion tactics to grow memberships and services
• Build relationships with local businesses, community groups, and referral sources
• Support digital outreach efforts across social media, website, and email to capture and nurture leads
• Track lead activity and results to improve conversion and overall performance
• Financial and Performance Management
• Help implement and execute the resort’s data-driven plan tied to KPIs and budget targets
• Review key performance indicators (sales, leads, conversion, labor, expenses, customer satisfaction)
• Take action on trends and gaps
• Support budgeting, scheduling, and expense management to meet performance expectations
• Help develop Shift Leads’ understanding of performance metrics so they can make informed decisions
• Team and Talent Management
• Partner with the General Manager on recruiting, hiring, onboarding, and training
• Ensure completion of required training and certification programs for all team members
• Support performance management through clear expectations, timely feedback, and corrective action when needed
• Maintain a pipeline of qualified talent and support strong retention through engagement practices
• Address team member concerns in a timely, respectful, and solutions-focused way

Qualifications

• High school diploma or equivalent
• 2 to 4 years of customer service experience (leadership experience is a plus)
• Strong communication skills and comfort leading teams in a hands-on environment
• Proficiency with Microsoft Office and point-of-sale systems
• Availability to work up to 45 to 50 hours per week, including evenings and weekends
• Valid driver’s license, current insurance (including comprehensive and collision), and a vehicle you are willing to transport a pet in during an emergency

Preferred Qualifications

• Experience in hospitality, retail, restaurant management, veterinary, or similar service environments
• Bilingual skills

Work Environment

• Stand and move throughout the resort for extended periods (up to 10 to 12 hours per day)
• Lift up to 50 pounds for short distances and carry up to 25 pounds for longer distances
• Work effectively in a loud environment and respond to client and team needs in real time
• Bend, stoop, and reach as needed to support pet handling, customer service, and facility cleanliness
• Maintain a professional image through dress, demeanor, and communication

Pay

The salary range for this position is $44,000 - $47,000 and is based on applicable experience.

Schedule

Available to work up to 45 to 50 hours per week, including evenings and weekends.