District Manager

Job description

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