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
