Assistant General Manager

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 The Pet Ranch resort in Olathe, Kansas. In this role, you’ll partner closely with the General Manager to run day-to-day operations, develop the team, and deliver outstanding care and service to pets and their people.

About the role

NVA Pet Resorts is part of National Veterinary Associates (NVA), one of the largest private owners of veterinary hospitals and pet resorts in North America. We’re dedicated to creating safe, fun, and loving environments for pets while providing exceptional experiences for our clients and team members.

As an Assistant General Manager, you are a key leader on the Resort Leadership Team. You and the General Manager operate as true partners with a shared, documented plan for how the resort succeeds, aligned to business goals and service standards. You’ll Help Drive A smooth, consistent operation that delivers excellent pet care and customer serviceStrong financial performance through revenue growth and cost managementTeam development, engagement, and retention through coaching and accountability

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) and 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