Operations Supervisor

We're Hiring an Operations Supervisor — Reading, MA

At Pet Companions Bed & Biscuit, we don't settle for good enough. We seek opportunities for never ending improvement. We run a premium, cage-free dog care facility in Reading, MA built on high standards, genuine enrichment, and a team culture where accountability and growth aren't buzzwords — they're how we operate every single day. We're looking for a leader who lives that way too.

The Role

This position exists for one reason: so the operation runs beautifully ~ for the dogs, for their parents and for the team.

That means dogs are safe, engaged, and well cared for. Clients feel informed, valued, and confident in every interaction. The team knows what's expected, feels supported, and shows up proud of where they work. And the daily rhythm of the business — stand-ups, reports, checklists, enrichment, boarding care, client communication — runs without exception.

If you are someone who finds deep satisfaction in a well-run operation, who takes ownership seriously, and who genuinely loves building a team rather than just managing one — this is the role you've been looking for.

If you find deep satisfaction in a well-run operation, take ownership seriously, and want to build a team rather than just manage one — this is the role you've been looking for.

What You'll Own

The daily operation — every shift runs on a consistent, predictable rhythm you drive

The team — onboarding, training, coaching, accountability, and growth

The dogs — safety protocols, health monitoring, incident prevention, and timely client communication

The standards — SOPs followed, enforced, and continuously improved

The metrics — labor, enrichment, grooming, client satisfaction, team satisfaction

What a Great Day Looks Like

You've led a focused morning huddle. The team is deployed, the Game Plan is running, and every dog is engaged and safe. Boarding reports went out on time. A client whose dog had a concern heard from you before noon. Inventory is stocked. The building is safe, organized and clean. Two team members are growing into roles they weren't ready for six months ago. And you've already identified one thing you want to make better next week.

That's the standard. That's the job.

You're the Right Fit If You:

Have led a team in a fast-paced, hands-on environment and loved it

Hold yourself and your team accountable — in the moment, with specificity, and with respect

Believe that documentation, follow-through, and clear communication are acts of leadership, not administrative burden

Are a visible floor leader — you model the standard, you don't just describe it

Pursue learning actively — certifications, new approaches, better systems

Use technology as a tool to make operations smarter, not just to check boxes

Want to build something — a team, a culture, an operation — not just manage a shift

Communicate proactively with ownership; you don't wait to be asked

You're Probably Not the Right Fit If You:

Prefer to manage from a desk rather than lead from the floor

Address problems when they escalate rather than before they do

See documentation and accountability as someone else's job

Are looking for a predictable 9-to-5 with clear separation from the team's outcomes

We mean this directly, not harshly. This role carries real responsibility and real reward. We want to make sure it's the right match.

What You'll Do:

The daily operation

Prepare and lead the daily huddle; own the Game Plan from prep to handoff

Prepare the weekly schedule; manage labor hours against reservations

Oversee inventory and ensure supplies are stocked before they become a problem

Bring ideas to ownership proactively; reschedule missed meetings before alignment slips

The team

Create and publish weekly schedule a minimum of two weeks in advance and manage any changes as they arise

Direct and develop Shift Leads and Associates — coaching in real time, every day

Lead new hire onboarding from day one through the 60-day probationary review

Identify growth opportunities and address concerns early

Track attendance, training compliance, and performance in the Employee Events system

Contribute to a team culture where people feel seen, challenged, and proud of where they work

The dogs

Ensure dog reports, boarding reports, discovery notes, and health observations are documented and sent on time

Communicate with clients proactively when a dog concern occurs — same day, every time

Review and maintain accurate dog profiles in Notion; create handling procedures per dog as needed

The standards

Monitor and enforce SOPs on the floor — address misses immediately, document, and report

Manage and update the SOP library; identify gaps, create additions, retire what no longer serves

Use AI tools including Claude (claude.ai) to drive operational improvements — smarter SOPs, better workflows, stronger training materials

The metrics

Track and report on labor %, enrichment completion, grooming fulfillment, client satisfaction, and team satisfaction

Bring data to ownership check-ins; own the numbers, not just the narrative

What We Offer

Full-time salaried position with competitive compensation

A team that is genuinely invested in doing excellent work

A clear, supported path to making this operation your own

Wage growth tied to achievement of performance metrics and certifications

A culture where your leadership is trusted, your ideas are heard, and your growth is supported

Ownership that is engaged, communicative, and deeply committed to doing this right

The chance to be the reason a team of people love coming to work

Requirements

2+ years of team leadership experience in a fast-paced, hands-on environment

Dog care, veterinary, animal welfare, or hospitality background strongly preferred

Comfort and confidence handling dogs of all sizes, breeds, and temperaments

Strong working knowledge of operational systems; experience with Notion, Slack, or similar tools a plus

CPR / First Aid for Pets — certified or willing to complete within 90 days

Dog Handler Academy & Enrich U — willing to complete within 30 days

Physical ability to work on your feet in a fast-paced environment in all weather conditions

Availability including some weekends and holiday

Pay: $48,000.00 - $60,000.00 per year

Benefits:

401(k)

401(k) matching

Paid time off

Tuition reimbursement

Work Location: In person