The Operations Manager role exists to focus on the continued improvement and growth of the business. Focusing largely on implementing the best processes and practices across the business, to help us remain compliant, efficient, and profitable during the course of business.

Specific duties of this role include, but are not limited to: overseeing day to day operations, formulating strategy, procuring material and resources to further coach and support the team, focusing on improving performance and job satisfaction.

To accomplish the above, you should be ready to mentor and support your Shift Managers with emotional intelligence. Ultimately, we trust you to find ways to increase the quality of customer service and implement best practices across all levels.

Shift Managers will report directly to the Operations Manager. The Operations Manager will work in partnership with the Shift Managers and the Customer Experience Manager to address any possible issues that may affect the Customer, Camper or Team in a timely manner. The Operations Managers will report to the General Manager.

Our Ideal Candidate

Camp Bow Wow requires a self-motivated, driven and outgoing person, who is always looking for ways to engage their employees and make the workplace more effective and efficient. For this role, it’s important to be skilled at motivating, have excellent leadership and social skills, knowledge of actively listening, and have a goal-oriented focus.

Requirements and skills

• Passion for service
• Problem solving aptitude
• Leadership & motivation ability; proven work experience
• Self-driven and proactive nature
• Emotional intelligence; patient and active listener
• Adaptability and ability to successfully navigate conflict both Counselor & Client
• Excellent communication skills; both client and internal
• Outstanding organizational skills; attention to detail and ability to multitask
• Success with time management
• Collaboration skills
• Actively work to catch and resolve mistakes and challenges as they arise
• Coordinating internal resources
• High computer literacy skills and ability to learn new software
• Experience in document creation
• Setting and meeting budgeting goals
• Setting and meeting sales goals
• Creating and managing employee schedules

Responsibilities

• Ensure all operations are carried on in an appropriate, cost- effective way
• Improve operational management systems, processes and best practices
• Perform quality control checks
• Recruit, train and supervise team
• Ensure safety and health policies and procedures are complied with
• Track inventory and oversee supplies and usage efficiency
• Help the organization’s processes remain legally compliant and up to date
• Formulate strategic and operational goals
• Create and track operational documentation
• Find ways to increase quality of customer service
• Executing and budgeting scheduling and shift coverage
• Check in daily with team to ensure daily goals are on track; support monitor and holistic health check in
• Meet with Customer Experience Manager and General Manager to align goals and discuss strengths and improvement areas
• Moderate Manager meetings and gather feedback
• Other tasks as needed

Operations Manager specific areas of Camp

• Responsible for Shift Managers; Performance evaluations; footage review and in person spot checks. Ensuring completion of all expected responsibilities
• Responsible for covering shifts in front and back of house as needed due to call ins, emergencies and other scheduling adjustments
• Responsible for Emergency Alarms
• Dog Interviews
• Front and Back of House
• Ensuring dog health and behavior plans are executed successfully
• Ensuring the maintaining cleanliness and organization of all areas at Camp
• Ensuring completion of all documentation of all areas at Camp
• Ensuring success of Day & Overnight Camp experiences
• Keeping up to date on Camp Excellence Corporate walk-through categories

Upholding Camp Values

• Quality: Treat dogs like they are our own.
• Simplicity: We do nothing that doesn't directly improve our care for our customers and each other.
• Honesty: Be open, honest and direct in all our communications. Stand up for what we believe in and be able to express why in a professional manner.
• Leadership: Leadership is not a title; it is a choice to make the world better for those around you.
• Teamwork: We all have a duty to care for each other. That duty is present in every one of our actions.
• Trust: Earn the trust of everyone around you. Let’s be worth any mistakes we make.
• Continuous Learning: We teach and learn from each other every day. That is how we grow.