Windy City Paws - Territory Manager / Pet Care Field Operations Supervisor

Are you passionate about pets? So are we! Windy City Paws is Chicago’s top-rated dog walker and cat sitter for busy professionals. Our clients experience the convenience of our advanced services, featuring GPS verification for added reassurance and seamless online scheduling for effortless coordination. Dependability is one of the most important aspects to consider when selecting a pet care service provider. A cancellation can cause extreme stress for clients and pets, which is why Windy City Paws never cancels appointments. There is always someone on staff ready to step in. At Windy City Paws, we love what we do and we want to grow our team with like-minded pet lovers!

Windy City Paws is looking for a Territory Manager to oversee a part 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 guaranteeing the exceptional delivery of our pet care services. The following further outlines the responsibilities of the role:

Ensure Exceptional Pet Care Services:

• Oversee the daily scheduling of dog walking and cat sitting services by optimizing routes and coordinating change requests. 
• Support dog walkers in the field with real time responses, dispatching Lead Walkers to assist or personally assisting in the event of an emergency. 
• Manage emergency and planned time off for the field team. 
• Personally provide dog walking/cat sitting services, as needed, to maintain service continuity. 
• Maintain a high level of client satisfaction by resolving complaints promptly and soliciting feedback for continuous improvement. 
• Prepare accurate and timely client 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 the Operations Manager on special projects. 
• Review client billing and prepare the bimonthly payroll for field employees. 

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 sitters, 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.

Ideal Qualifications: 

• Previous people management experience
• Professional and/or personal pet care experience 
• Excellent communication skills both written and verbally 
• Detail oriented and a proactive approach
• Good understanding of the various Chicago neighborhoods

Schedule:

• Monday to Friday (8am-5pm): option for flexible work scenarios 
• On call: weekend/evening/holiday rotation

Benefits:

• 401(k)
• Employee discounts
• Health insurance
• Paid time off