General Manager

The Opportunity

The General Manager is central to the operational excellence, cultural health, and strategic growth of Fieldstone Animal Inn. This position serves as the key leader for our frontline teams and is the primary driver of a company culture that reflects our mission in every interaction. As a key strategic partner to ownership, the General Manager provides dynamic leadership and holds principal responsibility for the oversight of Human Resources, Marketing, and Customer Service, building the scalable systems necessary for future growth and potential expansion. This document outlines the key responsibilities and expectations for this vital role.

Core Responsibilities & Duties

This is a comprehensive, hands-on leadership role requiring expertise across multiple business functions, from strategic planning to daily operational execution. The General Manager will work in close partnership with company ownership, external marketing and HR consultants, and an established accounting team to drive strategic initiatives and ensure all departments function cohesively and effectively.

Leadership & Strategic Management

• Provide dynamic leadership, guidance, and direct support to all frontline teams, including Reservation Specialists and Customer Service Representatives.
• Champion and uphold Fieldstone’s mission, actively fostering a culture of exceptional care, accountability, and employee satisfaction.
• Oversee the completion of Quarterly Performance Reviews for all staff, directly conducting reviews for Customer Service, Reservation Specialists, Groomer, and Maintenance personnel.
• Plan and lead all mandatory staff meetings (All-Staff, All-Tech, Leadership), including creating agendas, facilitating discussions, and ensuring follow-up documentation.
• Identify and analyze industry trends through conferences and expos, translating insights into actionable strategic plans that ensure Fieldstone remains an innovative leader in animal care.
• Provide initial planning support and strategic input for potential future Fieldstone locations.

Human Resources & Staff Development

• Oversee the entire employee lifecycle, from talent acquisition and onboarding to performance management and compliant offboarding.
• Lead the redesign, implementation, and ongoing management of all company policies, procedures, and the employee handbook.
• Coordinate bi-monthly payroll in direct communication with the company Accountant, ensuring accurate processing of tips, commissions, and reimbursements.
• Develop and implement a structured leadership program and an annual staff training plan, alongside the owner, to foster professional growth and skill development.
• Administer the employee benefits package and manage Paid Time Off (PTO) and attendance policies in consultation with external HR consultants.
• Define and manage staff roles, including tech levels, to create clear and equitable professional growth pathways.

Marketing & Brand Engagement

• Develop and execute a strategic marketing plan that ensures brand consistency across all platforms, including social media, the company website, and physical marketing materials.
• Manage all social media and digital engagement channels, including Facebook, Instagram, NextDoor, and Yelp, overseeing content strategy and social ad boosts.
• Coordinate the creation of high-impact marketing materials, such as a virtual tour, business highlight videos, new company swag, and client tour gifts.
• Collaborate with external marketing partners on strategy development, revenue tracking, and performance reporting to measure campaign effectiveness.
• Oversee the planning and execution of internal and off-site promotional events to build strong client relationships and enhance our community presence.

Customer Service & Client Relations

• Establish, document, and maintain the highest standards of customer service through the development of communication scripts and staff training protocols.
• Serve as the primary point of contact for resolving complex client issues, working to foster positive, long-term relationships built on trust and satisfaction.
• Analyze and report on Key Performance Indicators (KPIs) related to client satisfaction, retention, and membership growth.
• Oversee and continuously improve the client tour process, develop comprehensive FAQs, and implement monthly customer service meetings to ensure consistent excellence.

Operations & Facility Oversight

• Serve as the main point of contact for all IT issues and manage the effective use of all technology systems, including conducting deep dives into Gingr software to maximize its capabilities.
• Oversee the Maintenance department, regularly review the ongoing maintenance spreadsheet, and approve contractor work and invoices.
• Manage all vendor relationships and service agreements, including those for propane, pest control, security systems, and septic services.
• Develop, refine, and implement inventory tracking methods to improve operational efficiency and cost-management accuracy.
• Ensure all operational checklists (daily, weekly, monthly) and cleaning protocols are accurately documented, communicated, and strictly followed.

Success across these comprehensive duties is measured by a clear set of performance indicators designed to align individual achievement with overall business success.

Performance Expectations & Key Metrics

Success in the General Manager role is measured by a clear set of performance indicators that reflect both individual and business-wide achievements. The General Manager is expected to drive measurable improvements across all areas of responsibility, with performance evaluated based on the following metrics:

• Task Completion: Effectively managing and completing all assigned responsibilities and projects in a timely manner.
• Training Efficacy: Demonstrating success in developing and training staff, leading to improved team performance and skill.
• Management Skills: Exhibiting strong leadership, communication, and decision-making abilities that foster a positive and productive work environment.
• Operational Efficiency: Identifying and implementing improvements that enhance productivity, reduce costs, and streamline processes.

Schedule & Working Conditions

This is a full-time, on-site leadership position. The primary work schedule is Monday through Friday; however, the nature of the animal care industry requires flexibility. The General Manager available to work on holidays, weekends, and evenings as needed to meet business demands and provide leadership support. Participation in mandatory staff meetings, which regularly occur on Thursdays, and quarterly off-site team-building events is also required.

Compensation & Employment Terms

Fieldstone Animal Inn offers a competitive compensation package designed to attract top talent and reward high performance and dedication to our business goals.

• Compensation: This is a salaried position.
• Performance Bonus: The General Manager has the opportunity to earn a quarterly bonus calculated at 10% of the annual salary.
• Bonus Eligibility: Bonus payments are contingent upon meeting clearly defined Key Performance Indicators (KPIs) related to individual performance and the overall performance of the business.
• Probationary Period: This role includes a 90-day probationary period to ensure mutual fit and successful integration into the team.
• Training: A comprehensive, hands-on training period is provided and is expected to take approximately six months to complete.

A detailed overview of our company's benefits package, including health and paid time off, will be provided during the interview process.

Ideal Candidate Profile

This role requires a unique blend of strategic leadership, operational expertise, and exceptional interpersonal skills. We are seeking a proactive, organized, and results-oriented professional who is capable of managing diverse business functions while fostering a collaborative and mission-driven culture. The ideal candidate will possess the following qualifications:

• A builder at heart, with a demonstrated history of refining processes, developing scalable systems, and leading organizations through periods of positive operational change.
• Proven experience in a management role with responsibility for multifaceted operations, including HR, marketing, and customer service.
• Demonstrated ability to lead, train, and develop high-performing teams in a dynamic, service-oriented environment.
• Strong financial and operational acumen, with experience managing KPIs, budgets, and driving measurable business performance.
• Excellent communication and interpersonal skills, with the ability to foster positive and professional relationships with staff, clients, and external partners.
• A strategic thinker with the ability to translate high-level goals into actionable plans and effective daily tasks.
• High proficiency with business software and technology, with a strong aptitude for learning and maximizing new systems to improve efficiency.

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person