Assistant General Manager

Workstream; Sterling Heights (MI); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with employer match

HSA & FSA options

Disability insurance

Career growth

Pets at work

Job summary

NVA Pet Resorts in Sterling Heights, MI seeks an Assistant General Manager to lead a high-performing team and partner with the General Manager to run daily operations, coach staff, and deliver outstanding care for pets.

You’ll drive guest satisfaction, attendance, and memberships, manage labor and expenses, and help build a positive workplace culture while aligning with NVA values. This is a hands-on leadership role in a fast-growing pet care organization.

Qualifications

• Passion for pets and customer service.
• 2–4 years of customer service experience (leadership experience a plus).
• Hospitality, retail, restaurant, or veterinary experience preferred.
• Strong communication and people leadership skills.
• Willingness to work evenings, weekends, and up to 45–50 hours per week.
• Valid driver’s license and reliable transportation.
• Bilingual skills are a plus!

Responsibilities

• Run daily operations and lead a high-performing team.
• Coach, train, and develop Shift Leads and Team Members.
• Manage labor, expenses, and budgeting.
• Lead Manager on Duty 1–2 shifts per week.
• Drive sales, memberships, and service growth.
• Review KPIs and take corrective action.
• Recruiting, hiring, onboarding, and training.

Skills

People leadership

Customer service

Communication

Workforce scheduling

Education

High school diploma or equivalent

Job description

Assistant General Manager, Pet Resorts, National Veterinary Associates (NVA)

Do you love pets, people, and leading teams? Are you energized by building great culture,

driving results, and growing your career in operations and leadership?

Pet Resorts is looking for a passionate Assistant General Manager to help lead a high-performing team and support day-to-day operations. This is a hands-on leadership role where you’ll partner closely with the General Manager to run day-to-day operations, develop team members, and deliver outstanding care and service to pets and their people.

If you’re excited about coaching others, solving problems, and being part of a fast-growing organization in the pet care industry, we’d love to meet you.

Who We Are

NVA Pet Resorts is part of National Veterinary Associates (NVA) — the largest private owner of veterinary hospitals and pet resorts in North America, with 1,300+ locations. We’re proud to be in an $8B+ industry that continues to grow as pet parents seek premium, trusted care for their furry family members.

At NVA Pet Resorts, our mission is simple: create 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 in the resort. You’ll support the General Manager in:

• Running smooth daily operations
• Developing and coaching Shift Leads and Team Members Driving sales, memberships, and service growth Managing labor, expenses, and operational standards
• Creating a positive, engaging workplace culture
• You and the GM operate as true partners, with a shared plan for how the resort succeeds.

What You’ll Do Leadership & Culture

• Lead by example and model NVA values and leadership competencies
• Coach, train, and develop Shift Leads and Team Members
• Recognize great performance and address issues promptly and fairly
• Help build a culture where people feel supported, challenged, and proud to work

Operations & Guest Experience

• Ensure excellent pet care, cleanliness, safety, and facility standards
• Lead 1–2 shifts per week as Manager on Duty
• Ensure proper staffing and smooth shift execution
• Resolve customer concerns with empathy and professionalism
• Support execution of sales and marketing initiatives
• Help drive memberships, multi-service usage, and local lead generation
• Review KPIs (sales, labor, expenses, guest satisfaction) and take action
• Assist with budgeting, scheduling, and expense management

Team & Talent

• Participate in recruiting, hiring, onboarding, and training
• Ensure team members complete required training and certifications
• Build a pipeline of future leaders

What We’re Looking For

• Passion for pets and customer service
• 2–4 years of customer service experience (leadership experience a plus)
• Hospitality, retail, restaurant, or veterinary experience preferred
• Strong communication and people leadership skills
• Comfortable in both front-of-house and back-of-house environments
• Willingness to work evenings, weekends, and up to 45–50 hours per week
• High school diploma or equivalent (college coursework or degree a plus)
• Valid driver’s license and reliable transportation
• Bilingual skills are a plus!

Why You’ll Love Working Here

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

Equal Opportunity Employer

NVA Pet Resorts is an Equal Opportunity Employer committed to building a diverse and inclusive workplace.

6335 15 Mile Rd, Sterling Heights, MI 48312, USA