Assistant General Manager

National Veterinary Associates; Massachusetts; On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

401(k) with employer match

HSA and FSA options

Short-term and long-term disability

Career growth opportunities

Job summary

A leading pet care organization is seeking an Assistant General Manager for their Newton, Massachusetts resort. The role involves operational leadership, team management, and ensuring a high level of pet care. Candidates should possess 2-4 years of customer service experience, strong communication skills, and the ability to work extended hours. The position offers a salary range of $48,000 to $55,000 along with several benefits, including a 401(k) plan, health savings options, and opportunities for career growth.

Qualifications

• 2 to 4 years of customer service experience, preferably in leadership.
• Availability to work up to 50 hours weekly, including weekends.
• Valid driver's license and insurance; ability to transport pets.

Responsibilities

• Lead resort operations to ensure excellent pet care and customer service.
• Coach Shift Leads and Team Members, fostering a positive culture.
• Drive revenue and manage costs while achieving performance metrics.

Skills

Customer service expertise

Strong communication skills

Team leadership

Proficiency with Microsoft Office

Education

High school diploma or equivalent

Tools

Point-of-sale systems

Job description

Assistant General Manager, Pet Resorts (NVA)

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 Pooch Hotel Newton resort in Newton, Massachusetts.

Who We Are

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.

About the Role

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.

• A smooth, consistent operation that delivers excellent pet care and customer service
• Strong financial performance through revenue growth and cost management
• Team development, engagement, and retention through coaching and accountability

What You’ll Do

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
• 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

Required

• 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 willing to transport a pet in an emergency
• Ability to support and influence workplace change and improvement

Preferred

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

Benefits

• 401(k) with employer match
• HSA and FSA options
• Short‑term and long‑term disability
• Accident, hospital indemnity, and critical illness plans
• Career growth within a rapidly expanding organization
• A workplace where pets are part of the family

Compensation

The salary range for this position is $48,000 - $55,000 and is based on applicable experience.

Deadline To Apply

April 30 2026

Equal Employment Opportunity

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to applicable regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the law.