Description

Location: Charlotte, NC Travel: Regular travel between assigned locations; occasional travel outside of market as needed Reports to: Director of Operations.

Position Summary: The District Manager (DM) is a field-based, multi-site leader responsible for driving operational excellence, financial performance, and talent development across a portfolio of pet resorts. This role serves as a critical link between corporate strategy and field execution, ensuring consistency in guest experience, safety, and operational standards across all locations.
Each District Manager maintains a designated home site while overseeing 3-6 additional locations. Success in this role requires a player-coach mindset, balancing hands-on operational leadership with the ability to develop high-performing General Managers and scalable, sustainable business practices, while owning district performance through the strength of their leadership bench and driving accountability, results, and a culture of continuous improvement.
Key Responsibilities: Multi-Site Leadership

Provide consistent, visible leadership across home site and assigned locations
Lead, coach, develop, and hold General Managers accountable for performance, behaviors, and results
Establish clear expectations, operating rhythms, and communication cadence across the district
Serve as the escalation point for complex employee, guest, or operational issues
Maintain strong field presence to ensure real-time visibility into business performance

Financial & Performance Ownership

Own full district P&L performance, including revenue growth, labor optimization, and profitability
Leverage KPIs and data insights to identify trends, diagnose gaps and drive actionable plans
Partner with General Managers to execute strategies that improve productivity and financial outcomes
Ensure labor models align with demand while maintaining safety and service standards
Drive revenue initiatives including pricing strategy, service mix, and local market opportunities

People & Talent Development

Recruit, develop, and retain high-performing General Managers and emerging leaders
Build strong leadership bench strength and succession pipelines across the district
Lead performance management processes including coaching, feedback, and corrective action
Foster a culture of accountability, engagement, and continuous development
Partner with HR and Talent Acquisition to ensure consistent hiring and onboarding excellence

Operational Excellence

Ensure consistent execution of SOPs, safety standards, and brand expectations across all locations
Conduct regular site visits, audits, and performance reviews to drive operational consistency
Lead structured turnaround and stabilization plans for underperforming locations
Drive adoption and execution of company initiatives, process improvements, and system rollouts
Continuously identify opportunities to improve efficiency, quality and guest experience

Home Site Leadership

Maintain strong leadership presence at designated location site
Model operational discipline, cultural standards, and leadership expectations
Partner with or directly lead the location site General Manager as needed
Utilize location site as a benchmark for operational excellence and best practices

Systems & Cross-Functional Partnership

Partner cross-functionally with Operations, Finance, HR, Marketing, and Data & Digital teams
Support General Managers in effectively utilizing systems including POS, scheduling, and reporting tools
Assist with implementation of new systems, workflows, and operational processes
Collaborate with internal teams and vendors to resolve operational or system-related challenges
Ensure alignment between field execution and company-wide strategic initiatives

Requirements

Qualifications

5+ years of multi-unit leadership or senior site leadership experience
Experience in service-based, hospitality, or multi-location environments preferred
Strong P&L ownership with demonstrated ability to drive financial performance
Track record of developing leaders and building high-performing teams
Strong operational acumen with the ability to balance people, process, and performance
Data-driven mindset with the ability to translate insights into action
Excellent communication, leadership, and decision-making skills
Strong time management and prioritization skills across multiple locations and competing priorities
Proficiency with technology including scheduling systems, POS platforms, reporting tools, and Microsoft Office or similar systems
Ability to maintain a reliable internet connection and effectively perform remote administrative responsibilities while in the field
Comfortable operating in a fast-paced, evolving environment
Passion for delivering exceptional care and service for pets and their families
This role supports a 7-day-a-week business, requiring flexibility to work weekends, holidays, and varying schedules based on business needs.

Physical Requirements & Work Environment

Location-based role with significant travel requirements (approximately 60–75%)
Frequent onsite presence required across assigned locations within the district
Ability to travel reliably between locations, including same-day and overnight travel as needed
Ability to perform work remotely while in the field, including extended periods of computer and phone use
Ability to stand, walk, and move throughout pet care facilities for extended periods
Ability to lift up to 50 pounds when needed
Ability to bend, kneel, reach, and perform physical tasks associated with supporting operations when needed
Comfortable working in environments with noise, odors, and varying temperatures
Ability to safely interact with animals of all sizes, breeds, and temperaments
Ability to use standard office equipment including computer, phone, and other technology
Must be able to work a flexible schedule, including evenings, weekends, and holidays as business needs require

What Success Looks Like

District Managers consistently demonstrate strong leadership, accountability, and team development
Ensures total district performance trends positively across revenue, labor efficiency, and profitability
Underperforming locations are stabilized through clear, measurable improvement plans
Locations operate with consistency in safety, service quality, and execution of standards
Strong leadership bench is developed with active succession pipelines in place
Operational issues are identified early and addressed proactively
Teams are engaged, supported, and aligned with company culture and expectations

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