General Manager

About Pampered Paws | Digs Dog Care

Pampered Paws is part of Digs Dog Care, a premium dog care company offering Day Play, Overnight Stays, Grooming, and Training across multiple locations nationwide. We're built on a simple belief: every pup deserves to feel safe, loved, and at home — and every team member plays a real role in making that happen. Our shared ownership program means employees don't just work here, they have a stake in it.

About the role

This is a General Manager role over our Pampered Paws location, including daycare, overnight boarding, grooming & training. The General Manager is responsible for leading, mentoring, and guiding all team members to ensure smooth daily operations and deliver outstanding customer and teammate experiences. Staffing, retention, and morale all fall under this individual's responsibility, in addition to managing business outcomes such as financial performance and customer experience.

The General Manager will work with the Area Manager to build an understanding of the location’s progress and develop a strategic vision for the future and is expected to be a key leader in our operations organization, collaborating with operations leadership, setting strategic goals for operational efficiency and productivity, and owning the execution of our plan relative to our annual budget/goals.

Responsibilities

Digs values and promotes a respectful, positive, and professional work environment and all teammates are expected to adhere to this. This role is a leadership position in the organization and will be critical in developing the culture of Digs. Additionally, you are accountable for the following:

Elevate the Standard of Care

• Meeting Digs and local Department of Ag standards in the cleanliness, maintenance, upkeep, and safety of the facility for our pups, team members, and customers
• Staffing – Always ensuring adequate shift coverage, while adhering to scheduling and labor guidelines
• Monitor, analyze, and respond with a plan of action to drive progress in key performance indicators for Elevating Standards of Care
• Maintaining Dig’s focus of “Treat our Pup Parents like Family” by maintaining excellent customer service metrics such as Net Promoter Score and customer feedback on Google and social media

Core Financials

• Responsible for P&L, including but not limited to meeting budget, notably in labor, maintenance, cost of goods, and other controllable expenses
• Analyze past, present, and future operating performance against budget and goals, and formulate a plan to meet misses, as necessary
• Devise strategies to ensure growth of programs, identifying and implementing process improvements that will maximize output and minimize costs. Thinks and acts like an owner

Business Health

• Build mutually beneficial relationships with local vet hospitals, rescues, shelters, local businesses, local contractors, and local Department of Agriculture representatives
• Execute Digs marketing plans, and implement local market plans such as community events, B2B
• Responsible for outperforming the stores Meet and Greet and Net New Customers goals

Building a team and managing 5-20+ direct reports

• Responsible for the entire employee lifecycle including, hiring, onboarding, training, development, and performance management, including corrective action
• Responsible for facility workforce planning, which includes the recruiting, hiring, training, upskilling and retention of all teammates
• Leverage all available resources at Digs to lead team with integrity and to establish and maintain a trusting, inclusive, and productive environment

Qualifications

These qualifications and experiences help ensure that a store manager can maintain high standards of care and safety, create a welcoming environment for pets and owners, and lead a team dedicated to excellent pet care and customer service. You’re right for this role if you can demonstrate competencies in the following areas:

• Ability to be on-site 5 days per week

Animal care knowledge & experience

• Prior experience working with animals in a professional setting and familiarity with animal behavior, handling, and basic health needs
• Pet First Aid and Safety:
  Ability to recognize…