Manager

Pet and Home Care; Frederick (MD); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

401(k) with employer match

Paid time off

Performance bonus

Discounted pet care

Job summary

Pet and Home Care is seeking an In-Home Care Manager to lead field operations across Montgomery and Frederick counties. You will own daily coverage, coach a team of three Care Coordinators, and set high standards for visit quality, documentation, and client communication.

You will report to the CEO, make coverage decisions, and shape policies that affect a mobile workforce. This is a true management role requiring decisive leadership and accountability at a distance.

Qualifications

• 3+ years managing a team of 15 or more, ideally field-based, mobile, or distributed
• Direct experience with performance management, including documented coaching and corrective action
• Proven ability to make confident coverage and staffing decisions under time pressure
• Strong organizational skills and genuine attention to detail
• Excellent familiarity with Montgomery and Frederick counties
• Proficient in Google Workspace and comfortable learning scheduling software quickly
• Valid driver's license, reliable insured vehicle, and clean background check
• Work full time at our Frederick location

Responsibilities

• Lead and develop a team of three Care Coordinators, holding a regular one-on-one cadence with each
• Own performance management for field staff, including coaching, documented corrective action, and hiring recommendations
• Set and enforce standards for visit quality, photo documentation, medication administration, and client communication
• Build a culture where sitters feel supported in the field and clear on what is expected
• Partner with the Director of People and Communications on policy, documentation, and anything touching employment risk
• Own daily coverage across all zones in Montgomery and Frederick counties, including last-minute call-outs and emergencies
• Oversee sitter assignments based on availability, proximity, geography, and client preference
• Manage holiday and peak-season capacity planning, including booking selectivity and waitlists
• Approve time-off requests against coverage needs
• Serve as the final internal escalation point for client concerns before the CEO
• Recover at-risk client relationships with professionalism and urgency
• Audit visit quality through GPS logs, visit notes, photos, and client feedback
• Identify service trends and act on them before they become complaints
• Own secure key handling, labeling, and field logistics
• Maintain accurate client files, pet profiles, and care instructions
• Recommend and implement process improvements, then document them so they survive turnover
• Report weekly to the CEO on coverage, staffing, client complaints, and open risks
• You are a calm, decisive, solutions-oriented leader who is comfortable managing people you cannot see
• You have run field teams before and you know that the hardest part is accountability at a distance. You document. You follow through. You do not need to be chased.

Job description

The In-Home Care Manager runs our field operation. You own the daily rhythm of hundreds of visits a week across two counties, a team of more than 30 professional pet sitters, and three Care Coordinators who handle scheduling and client communication.

This is a true management role, not a coordinator role. You will make coverage decisions, coach and correct performance, resolve escalated client issues, and own the standards our clients count on. You report directly to the CEO and have real authority over how the department runs.

Key Responsibilities

• Team Leadership and Performance
• Lead and develop a team of three Care Coordinators, holding a regular one-on-one cadence with each
• Own performance management for field staff, including coaching, documented corrective action, and hiring recommendations
• Set and enforce standards for visit quality, photo documentation, medication administration, and client communication
• Build a culture where sitters feel supported in the field and clear on what is expected
• Partner with the Director of People and Communications on policy, documentation, and anything touching employment risk

Coverage and Scheduling Oversight

• Own daily coverage across all zones in Montgomery and Frederick counties, including last-minute call-outs and emergencies
• Oversee sitter assignments based on availability, proximity, geography, and client preference
• Manage holiday and peak-season capacity planning, including booking selectivity and waitlists
• Approve time-off requests against coverage needs

Client Experience and Escalation

• Serve as the final internal escalation point for client concerns before the CEO
• Recover at-risk client relationships with professionalism and urgency
• Audit visit quality through GPS logs, visit notes, photos, and client feedback
• Identify service trends and act on them before they become complaints

Operations and Process

• Own secure key handling, labeling, and field logistics
• Maintain accurate client files, pet profiles, and care instructions
• Recommend and implement process improvements, then document them so they survive turnover
• Report weekly to the CEO on coverage, staffing, client complaints, and open risks

What We Are Looking For:

You are a calm, decisive, solutions-oriented leader who is comfortable managing people you cannot see. You have run field teams before and you know that the hardest part is not scheduling, it is accountability at a distance. You document. You follow through. You do not need to be chased.

Required Qualifications

• 3+ years managing a team of 15 or more, ideally field-based, mobile, or distributed
• Direct experience with performance management, including documented coaching and corrective action
• Proven ability to make confident coverage and staffing decisions under time pressure
• Strong organizational skills and genuine attention to detail
• Excellent familiarity with Montgomery and Frederick counties
• Proficient in Google Workspace and comfortable learning scheduling software quickly
• Valid driver's license, reliable insured vehicle, and clean background check
• Work full time at our Frederick location

Preferred Qualifications

• Background in home health care, home services, field service dispatch, or another mobile-workforce industry
• Experience with Time To Pet or a comparable scheduling and dispatch platform
• Track record of reducing turnover on a high-churn teams
• Conflict resolution and client relationship recovery skills
• Pet services experience is welcome but not required. We can teach pets. We cannot teach judgment.

What Is Hard About This Job. We would rather you know now than in month three:

• Pets do not observe business hours. Emergencies happen at 6am, on holidays, and on Sunday nights, and you are the escalation point.
• You are managing people you do not often see in person. Accountability has to be built through systems and documentation, not hallway conversations.
• Turnover in this industry is real. Part of your job is minimizing it.
• You are inheriting a department mid-restructure. Some processes are strong and documented. Others need to be built.

If that sounds energizing to you, let’s talk!

Why You Will Love It Here:

• Consult directly with the CEO while maintaining real autonomy over how your department runs
• A 27-year-old business with 15,000+ clients served and a strong reputation within the community
• Documented systems, training trackers, and playbooks already built for you to work from
• A mission-driven team that values compassion, professionalism, and consistency
• Hours are 8am-6pm with four days on, three days off schedule
• Medical (starting Jan 1, 2027), dental, and vision insurance
• 40 hours Paid Time Off annually (prorated based on hire date)
• 401(k) with employer match
• Biweekly direct deposit
• 20% discount at The Green K9 Urbana
• Discounted pet care for your own fur babies
• Performance bonus tied to client retention and staffing stability