General Managers

Responsibilities

• Elevate the Standard of Care
• Meet Digs and local Department of Ag standards in the cleanliness, maintenance, upkeep, and safety of the facility.
• Monitor, analyze, and respond with a plan of action to drive progress in key performance indicators for Elevating Standards of Care.
• Maintain Dig’s focus of “Treat our Pup Parents like Family” by maintaining excellent customer service metrics such as Net Promoter Score and customer feedback on Google and social media.
• Manage core financials, including P&L, meeting budget, notably in labor, maintenance, cost of goods, and other controllable expenses.
• Analyze past, present, and future operating performance against budget and goals, and formulate a plan to meet misses, as necessary.
• Devise strategies to ensure growth of programs, identifying and implementing process improvements that will maximize output and minimize costs.
• Build mutually beneficial relationships with local vet hospitals, rescues, shelters, local businesses, local contractors, and local Department of Agriculture representatives.
• Execute Digs marketing plans, and implement local market plans such as community events, B2B.
• Meet and Greet and Net New Customers goals.
• Build a team and manage 5-20+ direct reports.
• Hire, on-board, train, develop, and manage the entire employee lifecycle, including performance management, and corrective action.
• Facilitate facility workforce planning, which includes recruiting, hiring, training, upskilling, and retention of all teammates.
• Leverage all available resources at Digs to lead team with integrity and to establish and maintain a trusting, inclusive, and productive environment.

Qualifications

• Ability to be on-site 5 days per week.
• 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.
• Knowledge of health and sanitation standards for animals, including facility cleanliness and hygiene to prevent disease spread.
• Training and supervising staff, particularly in animal handling, safety, and customer service.
• Experience motivating and leading a team, with experience in setting clear expectations, providing constructive feedback, and upholding high standards of care and service.
• Takes pride in making every interaction with pet-parents exceptional and navigates difficult conversations with poise and integrity.
• Basic knowledge of budgeting, inventory control, and cost management to help the store remain profitable and efficient.
• Experience analyzing metrics and drawing insights that can drive results.
• Adaptability and resilience to stay calm in stressful situations and find effective solutions.
• Communication and influence skills to establish strong professional relationships with different personalities and ensure information flows effectively throughout the team.
• Ability to clearly communicate pet care instructions and facility policies to pet owners, as well as provide updates on their pets’ well-being.