Supervisor

About the role

The Supervisor position is a hands-on leader who supports the daily operations of the resort and ensures an exceptional experience for every dog, client, and teammate. This role bridges the front and back of house, maintaining smooth communication between teams and upholding Digs’ standards for safety, service, and hospitality.  Supervisors model our values — Do the Right Thing, Improve Every Day, Give Transparency & Take Ownership, and Show Unreasonable Hospitality — while coaching teammates, solving problems in real time, and reinforcing a culture of accountability and care.

Responsibilities

• Leadership & Team Support
• • Lead daily huddles and assign shift responsibilities across departments.
  • Serve as the on-duty point of contact for teammates and clients.
  • Coach and develop Pack Leaders, Pack Members, Kennel Techs and Front Desk teammates through feedback and real-time problem-solving.
  • Foster a positive, professional, and collaborative environment.
• Operational Oversight
• • Ensure execution of all safety, cleaning, and care protocols throughout the shift.
  • Monitor daily labor staffing, occupancy, scheduling flow, and resource allocation across playrooms, grooming, and front desk.
  • Responsible for ensuring daily open/close checklists are adhered too, and all cleanliness standards are met
  • Support medication administration, meet & greets, and incident response as needed.
  • Complete shift reports and communicate key updates to leadership.
• Client Service & Communication
• • Resolve client concerns promptly and with empathy.
  • Ensure all client instructions are clearly communicated to the Pack Leaders, Kennel Tech, and Front Desk teams.
  • Represent Digs’ hospitality standards with professionalism and warmth.
  • Lead Meet & Greets with potential new customers
• Training & Compliance
• • Reinforce Digs’ SOPs, safety policies, and behavior protocols.
  • Support onboarding and training of new teammates.
  • Ensure accuracy in checklists, records, and logs.

Qualification

• Animal Care Knowledge & Experience
• • Prior experience working with animals in a professional setting, with familiarity in animal behavior, handling, and basic health needs
  • Comfortable handling dogs of all sizes and temperaments
  • Ability to recognize signs of distress or illness and manage minor injuries or emergencies; pet CPR/first aid certification is a plus, but not required
  • Knowledge of health and sanitation standards to maintain a clean, safe environment for animals and people
• Leadership & People Development
• • Experience training and supervising staff in animal handling, safety, and customer service
  • Ability to motivate and guide a team, deliver constructive feedback, and uphold high standards of care
• Pet-Parent Centric Approach
• • Committed to delivering exceptional service to pet parents with professionalism and empathy
  • Experience handling client inquiries, addressing concerns, and maintaining positive relationships
• Business Acumen
• • Understanding of basic facility operations and ability to ensure shifts run efficiently
  • Ability to multitask and make quick, informed decisions in a high-energy environment
• Adaptability & Resilience
• • Calm and composed under pressure, including pet emergencies and difficult pet parent interactions
  • Adaptable to changing circumstances and varying personalities while maintaining a positive, professional attitude
  • Willingness to work variable hours, including weekends, evenings, and holidays
• Communication & Influence
• • Clearly communicates expectations, feedback, and performance standards to team members
  • Effectively relays updates and pet care instructions to both staff and pet parents
• Physical Requirements
• • Ability to lift up to 50 lbs. and move throughout the facility for extended periods

Growth Path: Supervisor II, Manager in Training or General Manager

Supervisors are trusted operational leaders in the making who model Digs’ culture, drive daily performance, and develop others.  Advancement is earned through consistent leadership, reliability, and business acumen.

Readiness for advancement includes:

• Consistent record of strong attendance and team engagement.
• Proven leadership and conflict-resolution skills.
• Deep understanding of both front- and back-of-house operations.
• Demonstrated ability to train and mentor others effectively.
• Strong alignment with Digs’ values and commitment to continuous improvement.

What We Offer

At Digs, we take care of our pack. Dental and vision benefits kick in shortly after your start date, and at 90 days you're eligible for a 401(k) with up to 4% company match. At 6 months, medical benefits become available to full-time teammates, and after one year you can join our DigIn Shared Ownership Program — because we believe the people who build Digs should share in its success. Many locations also offer teammates discounted DayPlay as a little extra perk.