District Manager

Location: Charlotte, NCTravel: Regular travel between assigned locations; occasional travel outside of market as neededReports 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