Pet Resort Operations Lead: Growth & Culture

PetSuites; Collierville (TN); On-site; USD 52,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with employer match

HSA/FSA options

Disability insurance (short & long)

Accident, hospital indemnity, and 1/2/

Job summary

NVA Pet Resorts is seeking an Assistant General Manager to lead our Collierville pet resort, partnering with the General Manager to drive culture, service standards, and a data-driven plan for success.

In this hands-on role you will coach Shift Leads and Team Members, manage guest experiences, and oversee staffing, budgeting, and performance metrics to deliver exceptional pet care and business results.

Qualifications

• 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.

Responsibilities

• Model NVA values and leadership competencies through daily behaviors.
• Coach and develop Shift Leads and Team Members to build capability and confidence.
• Recognize strong performance and address concerns promptly and fairly.
• Partner with the General Manager to create an engaging workplace culture.
• 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 and professionalism, and a solutions mindset.
• Ensure teams are trained across resort tasks and operating standards.
• Execute daily audits, checklists, and end-of-shift reporting.
• Support execution of marketing programs and local lead-generation efforts.
• Track lead activity and results to improve conversion and performance.

Skills

Communication

Team leadership

Customer service

Driver awareness

Education

High school diploma or equivalent

Tools

Microsoft Office

POS systems

Job description

NVA Pet Resorts is seeking an Assistant General Manager to lead our Collierville pet resort, partnering with the General Manager to drive culture, service standards, and a data-driven plan for success.

In this hands-on role you will coach Shift Leads and Team Members, manage guest experiences, and oversee staffing, budgeting, and performance metrics to deliver exceptional pet care and business results.