Pack Leader

Position Overview & Purpose

The Pack Leader is responsible for the internal operations of the store, and they are to act as the supervisor on duty when an Assistant Manager or General Manager is not present in the store while supporting a culture of excellence that results in exceptional customer service and high-quality pet care. 

A Week in the Life of a Pack Leader

The following is a list of general job responsibilities for the Pack Leader position. Please note that this list is not all-inclusive and may be amended to meet changing business needs. 

Daily Operations:

• Live out and be a positive advocate for Downtown Dog Lounge’s safety culture
• Understand and uphold the Purpose and Core Values of the business in actions and words  
• Leads the handlers or the shift, including, but not limited to prepping boarding dogs to go home, meal preparations, administering medications, and vaccinations; ensuring all dogs have name tags and the appropriate collars; dog rotations; ensuring all additional services are performed; employee breaks; cleaning and sanitation; daily walkthrough of departments
• Lead recap meetings - responsible for keeping recap up to date  
• Ensure Ops Cards are completed by the team each shift 
• Daily check of boarding dogs
• Perform other daily tasks as assigned by the supervisors  
• Be able to cover for Dog Handlers, demonstrating confidence and proficiency in working professionally with dogs in the parks  
• Be able to cover for Welcome Desk Concierges, demonstrating proficiency in software systems, accurate records management and reporting, and exceptional customer service skills  
• Perform evaluations

Delight Dogs & Our Clients:

• Develop strong customer relationships (dogs and people)  
• Communicate dog behaviors, concerns, and customer feedback to supervisors on each shift  
• Ensure details of dogs are tracked for communication with parents at pick-up  
• Ensure health and safety guidelines for pups and people are followed throughout the shift 
• Address and problem-solve issues arising at the moment, including customer concerns, altercations, assessment for vet care, boarding dog changes, etc. 
• Provide exceptional customer service, providing transparent communication as needed  
• Maintain a presentable store for client tours and walk-throughs 
• Maintain in-depth knowledge of all services and products offered, including pricing  

Support & Lead the Team:

• Develop strong relationships with team members, coaching and serving, communicating clearly, openly, honestly and kindly 
• Communicate and participate as part of the team 
• Track labor ratios and oversee staff on shift 
• Utilize sound judgment when communicating employee concerns to supervisors  
• Attend periodic required trainings and All Team Meetings  
• Support cross-training for self and others and be well-versed in all functional aspects of store operation 
• Mentor and train new team members as assigned  

Downtown Dog Lounge is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We look forward to your application.

The ideal Pack Leader is an enthusiastic animal lover who must be able to influence and develop people and provide a great experience for dogs and parents alike.

Experience and Education:

• Minimum of High School Diploma, GED, or equivalent
• Prior Customer Service Experience - 2 plus years preferred
• Prior Dog Handling Experience - 2 plus years preferred

Required Skills and Abilities:

• Trained and adept in the aspects and details of the following positions: Handler and Concierge  
• Knowledgeable of the aspects and details of the following positions: Bather, Groomer, Trainer   
• Able to lead a team of people overseeing upwards of 120 dogs a day 
• Demonstrate outstanding attention to detail, ownership, and follow-through? 
• Able to multitask, successfully balancing professionalism with expediency? 
• Ability to troubleshoot and implement solutions  
• Focus on customer retention and improving overall customer satisfaction? 
• Exceptional communication skills; written and verbal 
• Adaptable, maintaining effectiveness when priorities change/new tasks are encountered? 
• A goal-oriented attention to detail? 
• Able to stand for 8 hours at a time 
• Able to lift 45 pounds 
• Must be flexible and will be expected to be available to work weekends, evenings and during holidays