Pet Resort Operations Leader | Team Growth & Service

NVA General Practice; St. Louis (MO); On-site; USD 43,000 - 45,000; Full time

Benefits offered by this job

Medical benefits

401(k) with employer match

HSA/FSA options

Disability insurance

Career growth

Job summary

NVA Pet Resorts—Lake St. Louis in St. Louis, MO—seeks an Assistant General Manager to help lead day‑to‑day operations, coach teams, and deliver outstanding care for pets and their clients.

You will partner with the General Manager to implement a plan aligned to business goals and service standards, drive growth, ensure safety, and foster a strong workplace culture. This hands‑on role emphasizes leadership and guest experience.

Qualifications

• High school diploma or equivalent.
• 2–4 years of customer service experience (leadership experience a plus).
• Strong communication skills and comfort leading teams in a hands‑on environment.
• Proficiency with Microsoft Office and POS systems.
• Availability to work up to 45–50 hours per week, including evenings and weekends.
• Valid driver’s license, current insurance, and a vehicle to transport a pet in an emergency.
• Ability to support and influence workplace change and improvement.

Responsibilities

• Model NVA values and leadership competencies daily.
• Coach Shift Leads and Team Members to build capability and confidence.
• Recognize strong performance and address concerns promptly and fairly.
• Partner with GM to create an engaging workplace culture.
• Maintain operational excellence across pet care, facility standards, cleanliness, and safety.
• Lead 1–2 shifts per week as Manager on Duty and ensure proper staffing.
• Resolve customer concerns with empathy and professionalism.
• Ensure teams are trained across all tasks and standards.
• Execute daily audits, checklists, and end‑of‑shift reporting.
• Support execution of marketing programs and local lead-generation efforts.
• Drive proactive lead management and conversions to grow memberships and services.
• Build relationships with local businesses and referral sources.
• Support digital outreach across social media, website, and email.
• 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 GM on recruiting, hiring, onboarding, and training.
• Ensure completion of required training and certifications.
• Support performance management with clear expectations and feedback.
• Maintain talent pipeline and retention through engagement.

Skills

Team Leadership

Customer Service

Communication

Facility Operations

Problem Solving

Education

High school diploma or equivalent

Tools

Microsoft Office

POS Systems

Job description

NVA Pet Resorts—Lake St. Louis in St. Louis, MO—seeks an Assistant General Manager to help lead day‑to‑day operations, coach teams, and deliver outstanding care for pets and their clients.

You will partner with the General Manager to implement a plan aligned to business goals and service standards, drive growth, ensure safety, and foster a strong workplace culture. This hands‑on role emphasizes leadership and guest experience.