Pet Resort Operations Leader — Culture & Growth

NVA General Practice; Derry (NH); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) with employer match

HSA/FSA options

Disability insurance

Pet-friendly workplace

Job summary

NVA Pet Resorts in Derry, NH is seeking a hands-on Assistant General Manager to help lead The Barking Dog – Derry resort. You will partner with the General Manager to run day-to-day operations, develop the team, and deliver outstanding care and service to pets and their people.

You will influence culture, drive financial performance, manage staffing and guest experiences, support marketing and business performance, and lead talent development while maintaining high standards and safety.

Qualifications

• High school diploma or equivalent.
• 2 to 4 years of customer service experience.
• 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: bilingual skills.

Responsibilities

• Model NVA values and leadership competencies through daily leadership 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.
• 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.
• Help drive lead management and conversion to grow memberships and services.
• Build relationships with local businesses and referral sources.
• Support digital outreach to capture and nurture leads.
• Track lead activity and results to improve performance.
• Help implement the resort’s data-driven plan tied to KPIs and budget targets.
• Review KPIs and take action on trends and gaps.
• Support budgeting, scheduling, and expense management.
• Help develop Shift Leads’ understanding of performance metrics.
• Partner with the General Manager on recruiting, onboarding, and training.
• Ensure completion of required training and certifications.
• Support performance management with clear expectations and timely feedback.

Skills

Leadership experience

Customer service

Strong communication

Microsoft Office

POS systems

Team leadership

Availability to work evenings/weekends

Vehicle for pet transport

Education

High school diploma or equivalent

Tools

Microsoft Office

POS systems

Job description

NVA Pet Resorts in Derry, NH is seeking a hands-on Assistant General Manager to help lead The Barking Dog – Derry resort. You will partner with the General Manager to run day-to-day operations, develop the team, and deliver outstanding care and service to pets and their people.

You will influence culture, drive financial performance, manage staffing and guest experiences, support marketing and business performance, and lead talent development while maintaining high standards and safety.