City Operations Manager

Supertails is a first-of-its-kind platform that supports the ever-increasing pet parent community by providing trustworthy veterinary care, training services, and a one-stop solution for pet food and supplies

- Supertails is revolutionizing pet care with a comprehensive ecosystem designed to meet every pet parents needs

From online vet consultations with our team of highly experienced in-house veterinarians to nationwide doorstep delivery of an extensive assortment of pet supplies sourced from India and across the globe, we ensure unparalleled convenience and care
- As part of our next growth phase, Supertails is expanding into veterinary clinics and grooming centers

This initiative directly addresses one of the largest challenges faced by pet parentsaccess to reliable, high-quality healthcare and grooming services for their furry companions
- At Supertails, were not just delivering products; were building trust, relationships, and a healthier, happier life for pets and their parents
- What you will do:

The City Operations Manager will oversee the end-to-end operations of Supertails pet healthcare centers, which include clinics, at-home services, grooming, and retail

You will be responsible for ensuring smooth day-to-day functioning, optimizing processes, and delivering an exceptional experience for pet parents while maintaining operational efficiency and financial performance
- Key Responsibilities:

Multi-Vertical Operations Management:

Oversee the seamless functioning of clinics, grooming, and retail across locations

Ensure smooth coordination between clinical, non-clinical, and retail teams

Establish KPIs to monitor the overall performance and efficiency

Process Optimization & Operational Efficiency

Implement and ensure adherence to SOPs across healthcare, retail, and grooming

Identify bottlenecks in appointment scheduling, service delivery, and inventory management

Drive automation and system improvements to enhance operational efficiency

Continuously refine workflows to reduce wait times, optimize appointment scheduling, and enhance overall customer experience

Team Leadership & Performance Management

Manage center managers, PRMs (front desk), retail staff, groomers, and handlers

Ensure teams are trained on processes, customer service, and operational best practices

Drive a culture of accountability, performance measurement, and continuous improvement

Financial & Business Performance

Own P&L responsibility for all service lines in the city (clinics, at-home, grooming, retail)

Monitor and control costs, revenue, and profitability metrics

Identify opportunities for cross-selling and upselling services & products

Customer Experience & Compliance

Maintain high standards of pet care, hygiene, and service delivery

Ensure seamless customer journeys across booking, service fulfillment, and post-service engagement

Conduct regular audits to ensure compliance with industry standards & accreditation requirements

Expansion & Growth:

Support the launch of new centers and optimize existing locations for growth

Work with marketing & business teams to drive footfall, bookings, and repeat visits

Identify potential local partnerships and community engagement opportunities

What we offer:

Fast track your entrepreneurial journey with exposure to every facet of the business, led by a stellar team
- A key leadership role in a high-growth, 0 to 1 journey of the new business vertical

OwnershipIndividually lead important charters with high-impact potential

Network accessAccess to experienced founders, colleagues & world-class investors

Employee-first cultureEmployees are above everything else
- Work in a pet-friendly, mission-driven organization

Requirements

Pet parent (not owner)

5-8 years in multi-unit operations management (healthcare, or service industries)

Proven experience in P&L ownership, team management, and process optimization

Strong understanding of customer service, operational efficiency, and process

Strong process-oriented mindset with a focus on efficiency and automation

Ability to analyze operational data and drive data-backed decisions

Excellent leadership and problem-solving skills

LocationBangalore

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