Assistant General Manager

NVA Pet Resorts; Newton (MA); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with employer match

HSA and FSA options

Short-term and long-term disability

Career growth opportunities

Job summary

A leading pet resort company is seeking an Assistant General Manager to lead operations and drive results while fostering a positive culture. Responsible for financial performance, team development, and customer satisfaction, the ideal candidate will have a passion for pets and experience in customer-facing roles. Compensation ranges from $48,000 to $55,000, with a commitment to career growth in a pet-friendly environment.

Qualifications

• 2 to 4 years of customer service experience, preferably in a leadership role.
• Valid driver's license and vehicle for emergencies.
• Ability to work 45 to 50 hours weekly, including evenings and weekends.

Responsibilities

• Model NVA values and leadership behaviors in daily operations.
• Lead shifts and ensure operational excellence.
• Support team development through coaching and performance management.

Skills

Strong communication skills

Customer service experience

Leadership experience

Proficiency with Microsoft Office

Bilingual skills

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?

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.

You’ll Help Drive

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

Preferred

• 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

Why You’ll Love Working Here

• Medical, Dental, Vision
• 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: March 31 2026