General Manager – Parkview Pet Center

Role Summary

We are hiring a General Manager – Service Operations to take full ownership of day-to-day operations and business performance across our veterinary services, grooming, boarding, and retail departments.

This is a hands-on, on-site leadership role in a busy, customer-facing pet care business. The General Manager is expected to be actively involved in daily operations, people management, capacity planning, and execution. This is not a desk-based or remote management role.

Success in this position comes from running a service business well: managing appointments, staff schedules, utilization, client experience, repeat business, and service quality. It is not a project-based or contract-driven role.

The role suits someone who has experience running service operations where demand changes daily, clients interact directly with staff, and small operational mistakes quickly impact revenue and reputation.

Comfort around pets is essential. You will be working in a pet care environment every day, with animals, staff handling animals, and clients who care deeply about them.

Key ResponsibilitiesGeneral Management & Business Performance

Take ownership of overall performance across all departments. Set clear priorities, establish a consistent operating rhythm, and enforce execution standards. Ensure veterinary, grooming, boarding, retail, reception, and admin teams operate as one coordinated business.

Operations Leadership

Ensure daily execution is consistent and reliable through clear priorities, KPIs, SOPs, and routines. Put practical controls in place to improve service speed, reliability, staff coordination, and client flow. Address operational issues directly rather than pushing them upward.

People Leadership & Accountability

Lead and manage admin, HR, reception/customer service, and department leads. Set clear expectations, coach performance, and address underperformance promptly and fairly. Improve onboarding, performance management, and staff retention in a fast-paced service environment.

Veterinary Doctors Performance & Capacity Management

Own the business performance of veterinary doctors. Set and track KPIs such as utilization, caseload, average invoice, recheck compliance, client communication quality, and medical record completeness. Run regular performance reviews and coaching discussions. Coordinate staffing needs with recruitment partners to ensure capacity matches demand.

Inventory, Purchasing & Cost Control

Put strong controls in place for medical consumables, retail inventory, and operational supplies. Reduce stock-outs, shrinkage, over-ordering, and margin loss. Enforce reorder rules, approvals, and regular cycle counts. Manage vendor pricing, reliability, and performance.

Financial & Performance Management

Own business results through regular planning, tracking, and follow-up. Review weekly and monthly performance, budgets, and variances, and turn them into clear corrective actions. Improve profitability through pricing discipline, labor efficiency, and tighter operational control.

Commercial Performance & Client Experience

Manage the full commercial funnel, from enquiry handling and booking conversion to show-up rates, average invoice, retention, and service recovery. Be accountable for client access and experience, including response time, booking accuracy, waiting times, and no-show control. Ensure service capacity aligns with demand and communication standards are consistently followed.

Reporting, Structure & Execution Discipline

Establish clear KPIs and a consistent weekly operating rhythm. Build simple, reliable reports that make performance visible and actionable. Ensure task ownership, follow-through, and internal communication standards are maintained.

Required Experience & Fit

• Proven experience as a General Manager or senior operations leader in a high-volume, customer-facing service business such as healthcare clinics, veterinary practices, hospitality, retail chains, gyms, salons, or education centers.
• Direct experience managing daily service demand, staff scheduling, utilization, and customer experience.
• Strong people leadership skills, including managing senior professionals against clear, measurable targets.
• Ability to bring structure and discipline to fast-moving SME environments where systems and data are not always perfect.
• Solid understanding of inventory control, cost leakage, and vendor management in service operations.
• Comfortable working in a pet care environment, with regular interaction with animals, staff handling animals, and emotionally invested clients.
• Candidates whose background is mainly in construction, contracting, project delivery, manufacturing, or supplier-led businesses are unlikely to be a good fit.

Job Type: Full-time

Application Question(s):

• If hired, what would be your top three priorities in your first 90 days to stabilize and improve performance in a multi-service pet care business?
• What KPIs did you review weekly in your last service business role, and what specific actions did you take when one moved in the wrong direction?
• Describe the highest-volume customer-facing operation you have managed (daily clients/transactions, team size, operating hours). What were the main daily operational risks, and how did you control them?
• Provide an example of how you imposed operational discipline in a chaotic or underperforming service environment. What was broken, what did you change, and what measurable result followed?
• How did you control inventory leakage and purchasing discipline in a previous role? Briefly describe the systems or controls you put in place.
• Give an example of how you improved conversion, utilization, or retention through execution and follow-up. Which metric moved, and why?
• Describe a situation where a senior or experienced team member was underperforming. What actions did you take, and what was the outcome?
• In SMEs, data is often incomplete or messy. Give an example of how you made decisions or imposed control without perfect information.