Multi-Unit Ops Manager - Dogtopia
Port Chester, NY 10573
About the Job
Job Summary:
The Multi-Unit Ops Manager provides overall leadership and direct supervision of Dogtopia franchises operating under the Red Barn Dog Holdings, LLC entity to ensure that each location General Manager (GM) or Assistant General Manager (AGM) meets or exceeds the established operating plan for their individual unit. The Multi-Unit Ops Manager will serve as the primary leader in the absence of a GM when needed. The Multi-Unit Ops Manager will ensure operational compliance, prioritize safety, and drive sales in conjunction with the corporate marketing team and the General Managers. This role is responsible for managing resources and upholding operational excellence to effectively support and maximize overall sales and profitability in their territory, while prioritizing safety. They are also responsible for enhancing the pet parent experience to support regional sales while maximizing bottom-line profitability.
Duties/Responsibilities:
• Drives new leads and lines of business for all locations utilizing marketing KPIs to reach new customers.
• Drives team to meet and exceed all goals given to locations.
• Creates a sales environment at the front desk.
• Oversees labor, scheduling, staffing of each store in the assigned territory.
• Flexes resources, processes, and behaviors to maximize profitability for the region.
• Partners with store and corporate leaders to appropriately prioritize and flex workload to maximize store performance.
• Communicates direction, process, and strategy to GMs/AGMs in the stores and measures overall performance of KPIs.
• Provides feedback and insight into the performance of GMs/AGMs and the store teams.
• Solicits and shares feedback to identify best practices and communicates up and down the organizational structure to improve performance and profitability.
• Leads cross-functionally to drive store performance and Store Operational efficiency.
• Serves as liaison between corporate and stores for operational excellence.
• Collaborates with and informs the District Manager of assigned unit(s) performance to ensure alignment of expectations.
• Fosters an environment of cross-organizational collaboration, inclusiveness, information- sharing, and problem-solving.
• Resolve conflicts as soon as they arise, finding common ground and settling disputes fairly and with minimal disruption to the business, and partners with DM when needed.
• Structures messages in a clear, logical, and consistent manner using the most appropriate communication medium.
• Responsible for the performance and career development of direct reports.
• Provides coaching and counseling to assist others in identifying training or experiences needed to grow professionally and advocates for team members’ career progressions.
• Identifies and develops key talent.
• Assures that rewards are tied to objectives and requirements.
• Promotes and encourages a positive environment of achievement, recognition, and celebration.
• Serves as a role model by establishing and adhering to high ethical standards.
• Prioritizes safety in all locations for both pets and team members.
• Leads team in appropriately enforcing policies and procedures, ensuring understanding from all team members.
• Creates a safe and trusting work environment that encourages open, honest dialogue.
• Demonstrates commitment to exceptional internal and external service excellence through reinforcing communications and learning opportunities.
• Empowers and coaches store teams to take ownership of internal and external customer problems and resolve them quickly.
• Steps in and resolves pet parents’ concerns in a timely and appropriate fashion. Escalates issues to District Manager as needed.
• Creates a gracious and welcoming environment for internal and external customers as well as other partners.
• Responds to unexpected changes in work environment with creativity and resilience.
• Establishes and upholds high personal standards for individual work and environment.
• Demonstrates a history of effective decision-making and coaches others in making good decisions.
• Defines clear priorities for direct reports and enables focus on most critical activities to improve performance to align with KPIs.
• Takes on the responsibilities of General Manager in the absence of a General Manager in a location.
• Other duties as assigned.
Required Skills/Abilities:
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service and sales skills.
• Excellent organizational skills and attention to detail.
• Ability to function well in a high-paced and at times stressful environment.
• Strong analytical and problem-solving skills, strong business acumen skills.
• Strong supervisory and delegation skills.
• Ability to create, implement, and monitor budgets.
• Jack of all trades, roll up your sleeves, critical role in growing the business alongside senior leadership. Committed to the success of the team and not just as an individual.
• Proficient with Microsoft Office Suite or related software.
Education and Experience:
• Bachelor’s degree in Business, Sales or related field required.
Dogtopia is one of the early pioneers of dog dayare and leaders in the pet services industry. RBDH is a leading Dogtopia multi-unit fanchisee portfolio with presence on the East Coast.