Territory Manager
Windy City Paws Territory Manager
Are you passionate about pets? So are we! At Windy City Paws, we love what we do and want to grow our team with like-minded pet lovers.
We are looking for a Territory Manager to oversee a section of our pet care business in Chicago. As a Territory Manager, you will manage 25-35 dog walkers and cat sitters and 1-2 lead walkers within your designated territory. You will report directly to the Operations Manager, and you will play a vital role in ensuring the smooth operations and exceptional service of our pet care services.
Responsibilities:
Ensure Exceptional Pet Care Services:
- Manage a team of 25-35 dog walkers and 1-2 lead walkers, fostering a culture of excellence in pet care.
- Manage emergency and planned time off for the field team.
- Support dog walkers in the field with real time responses, dispatching lead walkers to assist or personally assisting in event of emergency
- Oversee daily scheduling, optimize routes, and coordinate schedule change requests to ensure efficient and timely service.
- Personally provide dog walking/cat sitting services as needed to maintain service continuity.
- Maintain a high level of client satisfaction by conducting some new client introductory meetings, resolving complaints promptly, and soliciting feedback for continuous improvement.
- Prepare accurate and timely invoices, ensuring smooth payment processing.
Team Development and Management:
- Coordinate comprehensive training programs for new dog walkers, setting clear job expectations and cultivating a positive team culture.
- Support lead walkers in their role by providing guidance, training, and addressing any issues that arise.
- Foster staff retention and engagement through effective communication, addressing concerns, and promoting a positive work environment.
- Conduct timely performance evaluations and provide constructive feedback to enhance team performance.
- Manage human resources tasks such as recruitment, interviews, onboarding, and terminations.
Business Operations Support:
- Provide rotational weekend/evening/holiday management coverage and fill in for other Territory Managers as needed.
- Assist with new client inquiries, qualifying leads, and coordinating introductory meetings with the appropriate field employee.
- Work with Operations Manager on special projects
- Review client billing and invoices
- Prepare payroll bi monthly for field employees in territory
Metrics for Success:
Client Satisfaction and Growth:
- Achieve high client retention rates by delivering exceptional pet care services and resolving client issues promptly.
- Foster positive relationships with clients, resulting in increased customer loyalty and positive reviews.
Staff Engagement and Retention:
- Maintain a motivated and engaged team by addressing concerns, promoting a positive work environment, and recognizing exceptional performance.
- Minimize staff turnover and ensure high levels of job satisfaction among dog walkers, cat sitter, and lead walkers.
Operational Efficiency and Service Quality:
- Optimize scheduling and routes to maximize efficiency, minimize travel time, and enhance service quality.
- Ensure accurate and timely completion of administrative tasks, such as invoicing and documentation.
- Implement process improvements to streamline operations and enhance overall business efficiency.
Schedule:
- Monday to Friday (8am-5pm)
- On call: Rotating evenings, weekends and holidays
Benefits:
- 401(k)
- Employee discount
- Health insurance
- Paid time off
If you think this might be the position for you, we invite you to apply to work with us. Please include the following:
A cover letter that lets us know why you want to work in pet care and summarizes your management experience, specifically within the pet care industry.
