Position Overview & Purpose

The Assistant Manager reports to the General Manager and supports them to ensure store-related activities are strategically aligned with overall business objectives while supporting a culture of excellence that results in exceptional customer service and high-quality pet care. 

This position works as a management team member to provide support to ensure that the welcome desk, bathing and grooming, handlers, pack leaders, and overnight functions are actively supervised and managed, having multiple direct reports. 

This is a visible position that interacts with many levels of the organization across multiple functions, as detailed below. 

A Week in the Life of an Assistant Manager

The following is a list of general job responsibilities for the Assistant Manager position. Please note that this list is not all-inclusive and may be amended to meet changing business needs.

Daily Operations:

• Live out and be a positive advocate for Downtown Dog Lounge’s safety culture
• Leadership presence and knowledge of all aspects of business practices and processes 
• Protect employees and customers by providing a safe and clean store environment 
• Complete store operational requirements by scheduling and assigning employees; following up on work results 
• Secure merchandise by implementing security systems and measures, monitoring inventory and order levels for internal ordering processes, store IT needs, and maintenance 
• Maintain the stability and reputation of the store by complying with legal requirements 
• Maintain operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures 

Support Leadership Initiatives:

• Act as liaison to the Store Manager, Team Members, Human Resources, and the CEO 
• Support with Safety activities in conjunction with HR and your General Manager

Delight Our Clients:

• Provide a personal connection and engage with key clients
• Acquire proficiency in Gingr software to assist with the management and administration of data
• Identify current and future customer requirements by establishing rapport with potential and actual customers and others to understand service requirements 
• Assist with first-time client feedback calls to ensure 48-hour turnaround time is being met 
• Provide support and resolution for walk-through criteria 

Support & Lead the Team:

• Provide a personal connection and engage with team members 
• Drive the DDL Values and Policies
• Maintain store staff participating in the recruiting, selecting, orienting, and training of employees.
• Conduct candidate interviews for open positions as needed 
• Coach, counsel, and discipline employees, as well as plan, monitor, and appraise job results 
• Support the creation and publishing of a weekly schedule two weeks in advance 
• Achieve financial objectives, schedule expenditures, analyze variances, and initiate corrective actions, contribute to team effort and growth by accomplishing related results 
• Be responsible for timecard edits and corrections; oversee store payroll by adhering to allowable budget hours
• Coordinate staff training programs, derive feedback from mentors for new hires, and conduct 30/70 -day new hire assessments and annual reviews
• Oversight of the Grooming and Bathing departments, Handlers, Pack leaders and Night Owls 
• Train and mentor new hires as needed. 
• Lead monthly safety meetings.
• Acquire proficiency in HR software to assist with the management and administration of data

Downtown Dog Lounge is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We look forward to your application. 

Experience and Education:

• Previous Supervisory Experience - 2 plus years preferred
• Previous Customer Service Experience - 3 plus years preferred
• Previous experience in a Supervisory role in a dog care facility is a huge plus.
• Minimum of High School Diploma or equivalent – College Associates degree or higher preferred (Management or Veterinary)

Required Skills and Abilities:

• Customer service experience with a focus on developing strong client relationships
• Strong analytical/problem-solving/strategic planning skills
• Strong interpersonal, verbal, and written communication skills
• Open availability and regular attendance – day, evening, weekend, and holiday availability
• Computer literacy, ability to achieve proficiency within Gingr and Zenefits software systems
• Budget tracking and achieving sales goals
• Results-driven and solutions-oriented problem-solving
• Ability to stand, walk, and remain on your feet for extended periods, as required, to meet customer needs.
• Capability to move around the work area, including bending, reaching, and stretching, to access various client service points.
• Proficiency in performing fine motor tasks, such as handling paperwork, using a computer, and operating equipment, to ensure efficient client interactions.
• Must be able to lift a minimum of 45 lbs when assisting with customer needs or moving supplies and equipment.
• Capable of performing repetitive tasks, such as typing and data entry, as well as daily maintenance.
• Tactile sensitivity to handle objects and interact with clients' pets or supplies.