Operations Manager

📋 Description

• • As an Operations Manager at Barkbus LLC, you will be at the forefront of our mission to revolutionize the pet grooming industry, blending a passion for dogs with exceptional leadership and operational expertise. This role is designed for an individual who thrives on building and empowering teams, driving operational efficiencies, and ensuring the highest standards of service delivery in a dynamic, fast-paced startup environment.
• • You will be instrumental in overseeing and optimizing operations across our San Jose and San Francisco hubs, directly leading, supporting, and fostering the growth of a high-performing team of up to approximately 40 Pet Stylists. Your leadership will be key to ensuring these stylists are not only equipped but also inspired to deliver world-class grooming and unparalleled customer service every single day.
• • A core responsibility will be to drive safety, efficiency, and effectiveness across all facets of grooming operations. This encompasses the mobile services delivered directly to customers, the operational flow within our hubs, and meticulous inventory management, ensuring a seamless and high-quality experience from start to finish.
• • You will directly manage and mentor a Grooming Operations Coordinator (GOC). This individual will be your right hand in day-to-day operational execution, assisting with critical tasks such as scheduling, routing optimization, and groomer development. Your guidance will be crucial in building the GOC's skills and capabilities, preparing them to potentially step into a Grooming Operations Manager role themselves.
• • Accountability for team performance is paramount. This includes diligently monitoring and improving key metrics such as attendance, productivity, rebooking rates, service quality, and overall customer experience. Your focus will be on cultivating a culture of excellence and continuous improvement.
• • You will take full ownership of the territory's Profit and Loss (P&L) statement. This involves a strategic balancing act of driving revenue growth, optimizing labor efficiency, and managing operating costs to ensure sustainable and profitable performance for your designated region.
• • Acting as the primary point of contact for day-to-day service, scheduling, and operational escalations is a critical function. Your swift and effective resolution of issues will be vital in maintaining Barkbus's reputation for world-class customer service.
• • Collaboration with Fleet Managers will be essential to ensure the readiness and optimal functioning of the territory's fleet. This includes overseeing the maintenance, servicing, and availability of grooming vans to consistently support daily schedules and meet business demands.
• • You will champion the customer experience for the entire territory, engaging directly with pet parents to ensure the quality of service consistently meets and exceeds their expectations. Your commitment to customer satisfaction will be a cornerstone of your role.
• • A significant part of your responsibility will involve prioritizing and executing ongoing training, development, and engagement initiatives for both Pet Stylists and operational support staff. Investing in your team's growth is investing in Barkbus's success.
• • You are expected to embody Barkbus's core values in all your actions and ensure that all Pet Stylists and the GOC are held accountable to these high standards, fostering a cohesive and values-driven team culture.
• • Developing and nurturing strong, productive relationships with internal cross-functional partners is key. This includes close collaboration with teams such as Customer Operations, Fleet Operations, Learning and Development, People Operations, and senior Leadership, ensuring alignment and smooth operational flow across the organization.
• • You will lead operational execution at scale, demonstrating the ability to balance hands-on, in-the-trenches leadership with strategic oversight as the territory continues its rapid growth trajectory.
• • In addition to these core duties, you will also be tasked with other engaging ad-hoc duties and projects as assigned, contributing to the broader strategic initiatives of Barkbus.