Do you love pets, people, and leading teams? Are you energized by building a great culture, driving results, and growing your career in operations leadership?
NVA Pet Resorts is looking for a hands-on full-time Assistant General Manager to help lead our Puppy Playground 65th Street resort in Indianapolis, Indiana. In this role, you’ll partner closely with the General Manager to run day-to-day operations, develop the team, and deliver outstanding care and service to pets and their people.
Who We Are
NVA Pet Resorts is part of National Veterinary Associates (NVA), one of the largest private owners of veterinary hospitals and pet resorts in North America. We’re dedicated to creating safe, fun, and loving environments for pets while providing exceptional experiences for our clients and team members.
About The Role
As an Assistant General Manager, you are a key leader on the Resort Leadership Team. You and the General Manager operate as true partners with a shared, documented plan for how the resort succeeds, aligned to business goals and service standards.
You’ll Help Drive
A smooth, consistent operation that delivers excellent pet care and customer service
Strong financial performance through revenue growth and cost management
Team development, engagement, and retention through coaching and accountability
What You’ll Do
Leadership and Culture
Model NVA values and leadership competencies through your daily leadership behaviors
Coach and develop Shift Leads and Team Members to build capability and confidence
Recognize strong performance and address concerns promptly, fairly, and consistently
Partner with the General Manager to create an engaging workplace culture
Operations And Guest Experience
Maintain operational excellence across pet care, facility standards, cleanliness, and safety
Lead 1 to 2 shifts per week as Manager on Duty to set expectations and inspect results
Ensure effective staffing and shift execution while following scheduling and labor guidelines
Resolve customer concerns with empathy, professionalism, and a solutions mindset
Ensure teams are trained and proficient across all resort tasks and operating standards
Execute daily audits, checklists, and end-of-shift reporting across departments
Sales, Marketing, and Business Performance
Support execution of corporate marketing programs and local lead-generation efforts
Help drive proactive lead management and conversion tactics to grow memberships and services
Build relationships with local businesses, community groups, and referral sources
Support digital outreach efforts across social media, website, and email to capture and nurture leads
Track lead activity and results to improve conversion and overall performance
Financial and Performance Management
Help implement and execute the resort’s data-driven plan tied to KPIs and budget targets
Review key performance indicators (sales, leads, conversion, labor, expenses, customer satisfaction) and take action on trends and gaps
Support budgeting, scheduling, and expense management to meet performance expectations
Help develop Shift Leads’ understanding of performance metrics so they can make informed decisions
Team and Talent Management
Partner with the General Manager on recruiting, hiring, onboarding, and training
Ensure completion of required training and certification programs for all team members
Support performance management through clear expectations, timely feedback, and corrective action when needed
Maintain a pipeline of qualified talent and support strong retention through engagement practices
Address team member concerns in a timely, respectful, and solutions-focused way
Qualifications
Required
High school diploma or equivalent
2 to 4 years of customer service experience (leadership experience is a plus)
Strong communication skills and comfort leading teams in a hands-on environment
Proficiency with Microsoft Office and point-of-sale systems
Availability to work up to 45 to 50 hours per week, including evenings and weekends
Valid driver’s license, current insurance (including comprehensive and collision), and a vehicle you are willing to transport a pet in during an emergency
Ability to support and influence workplace change and improvement
Preferred
Experience in hospitality, retail, restaurant management, veterinary, or similar service environments
Bilingual skills
Work Environment
Stand and move throughout the resort for extended periods (up to 10 to 12 hours per day)
Lift up to 50 pounds for short distances and carry up to 25 pounds for longer distances
Work effectively in a loud environment and respond to client and team needs in real time
Bend, stoop, and reach as needed to support pet handling, customer service, and facility cleanliness
Maintain a professional image through dress, demeanor, and communication
Why You’ll Love Working Here
Medical, Dental, Vision
401(k) with employer match
HSA and FSA options
Short-term and long-term disability
Accident, hospital indemnity, and critical illness plans
Career growth within a rapidly expanding organization
A workplace where pets are part of the family
Compensation: The salary range for this position is $45,000 - $55,000 and is based on applicable experience.
Deadline To Apply: May 31st, 2026
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Veterinary Services
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