Territory Manager
4 weeks ago
Windy City Paws, a top-rated pet care service provider in Chicago, is seeking a Territory Manager to oversee a part of our pet care business in the city. As a Territory Manager, you will be responsible for managing a team of dog walkers and cat sitters, ensuring exceptional delivery of our pet care services, and fostering positive relationships with clients.
Key Responsibilities:
- Manage a team of 25-35 dog walkers and cat sitters, and 1-2 Lead Walkers, within a designated territory.
- Oversee the daily scheduling of dog walking and cat sitting services, 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.
- 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.
- Achieve high client retention rates by delivering exceptional pet care services and resolving client issues promptly.
- 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.
- Maintain a motivated and engaged team by addressing concerns, promoting a positive work environment, and recognizing exceptional performance.
- 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.
- Optimize scheduling and routes to maximize efficiency, minimize travel time, and enhance service quality.
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.
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