Operations Manager – Job Description / Purpose of the Role
The Site Manager is responsible for the overall performance, growth, team management, and operational excellence of the doggy daycare.
This role owns:
- The full business (revenue + operations)
- The full team (hiring → training → performance → culture)
- The full client experience
- The full dog welfare standard
Core Areas of Responsibility
1. Operational Leadership
You ensure the daycare runs smoothly, safely, and consistently every day.
Responsibilities:
Oversee all core streams:
- Client Relations, Marketing & Social Media
- Dog Welfare
- Ensure daily operations are structured and efficient
- Identify operational issues and implement improvements
- Maintain consistency in service delivery
Key Outcome: A calm, organised operation that runs without chaos
2. Staff Management & Team Leadership
You are fully accountable for the entire team’s performance and development.
Responsibilities:
- Recruit, interview, and hire new staff
- Create and manage staff rotas
- Ensure correct staffing levels and ratios at all times
- Deliver structured onboarding for all new hires
- Provide ongoing training
- Dog handling
- Safety protocols
- Client service
- Monitor daily performance and behaviour
- Conduct regular performance reviews
- Address underperformance quickly and clearly
- Manage team culture, morale, and communication
- Handle staff issues, absences, and conflicts
Key Outcome: A reliable, skilled, and accountable team that performs consistently
3. Business Development & Growth
You are responsible for turning the daycare into a growing, profitable business.
Responsibilities:
Oversee the full client funnel:
- Leads → Visits → Conversion → Retention
- Work closely with Client Relations & Social Media to:
- Increase lead flow
- Improve conversion rates
- Identify opportunities to grow revenue:
- Fill unused capacity
- Improve pricing or packages
- Monitor market trends and competitors
Key Outcome: Consistent growth in clients, occupancy, and revenue
4. Client Experience & Reputation
You own the end-to-end client journey.
Responsibilities:
Ensure a smooth, professional experience:
- Enquiry → Visit → Booking → Ongoing service
- Oversee client communication standards
- Handle escalated complaints or sensitive issues
- Monitor reviews, feedback, and referrals
Key Outcome: High client satisfaction, strong retention, and positive reputation
5. Dog Welfare Oversight
You are ultimately accountable for dog safety and wellbeing.
Responsibilities:
- Ensure all welfare standards are consistently met
- Oversee group management and safety protocols
- Review incidents and enforce improvements
- Support Dog Welfare Senior in maintaining high standards
Key Outcome: Safe, happy dogs with minimal incidents
6. Performance Management & KPIs
You run the business using data.
Responsibilities:
Track KPIs across all areas:
- Revenue
- Leads & conversions
- Client retention
- Staff performance
- Welfare incidents
- Hold Doggy Seniors accountable for results
- Report weekly/monthly performance
- Adjust strategy based on data
Key Outcome: Clear visibility and control of business performance
7. Compliance & Standards
You ensure the business is professional, safe, and compliant.
Responsibilities:
- Maintain licensing and regulatory requirements
- Ensure health & safety compliance
- Maintain documentation and records
- Enforce policies across the team
Key Outcome: A compliant, low-risk, professional operation
Key KPIs & Performance Metrics
Business Growth KPIs
- Number of new leads per week/month
- Lead → Visit conversion rate (%)
- Visit → Client conversion rate (%)
- Total active clients
- Monthly revenue growth (%)
- Capacity utilisation (%)
Staff Management KPIs
- Staff retention rate
- Staff turnover rate
- Absenteeism rate
- Staff-to-dog ratio compliance (%)
- Training completion rate (%)
- Time to competency for new hires
- Staff performance review scores
Client Experience KPIs
- Client retention rate (%)
- Number of complaints
- Complaint resolution time
- Review ratings
- Referral rate (%)
Dog Welfare KPIs
- Number of incidents
- Severity of incidents
- Repeat incidents (target: zero)
- Cleanliness audit scores
Operational KPIs
- Shift coverage (no gaps)
- Booking accuracy
- On-time opening/closing
- Daily operational smoothness
What “Great” Looks Like
A strong Site Manager:
- Builds a team that performs without constant supervision
- Prevents problems instead of reacting to them
- Balances people, dogs, and business performance
- Thinks in systems, not just tasks
Pay: £55,000.00-£70,000.00 per year
Application question(s):
- What experience do you have:
1. of working in a dog daycare facility
2. with leading a small team (up to 15 staff) in a fast paced environment
3. with scheduling rotas
4. with customer service
5. of social media across all platforms
6. of managing KPIs, targets, or business performance metrics
Work Location: In person
