Operations Manager

Swifto is a growing dog walking and pet care company serving clients across multiple markets. We are seeking an Operations Manager to lead day-to-day operations while remaining closely involved in the customer service and scheduling work that keeps our services running smoothly.

This is a hands-on leadership role for someone who enjoys solving problems, supporting a team, and improving how things work. The Operations Manager will serve as a primary point of contact for the Swifto team, oversee service coverage and operational priorities, and help strengthen systems and processes as the company grows.

Key Responsibilities

Customer Service & Scheduling

• Oversee daily scheduling, including new requests, cancellations, employee time off, and last-minute coverage needs.
• Communicate with clients by phone, email, and messaging to answer questions, provide updates, and resolve concerns.
• Coordinate with dog walkers throughout the day to ensure services are accepted, on schedule, and completed as planned.
• Respond to service disruptions, access issues, emergencies, and other time-sensitive concerns.
• Reassign services and communicate changes to clients when coverage adjustments are needed.
• Maintain accurate client, pet, employee, and scheduling information in company systems.
• Support new client onboarding and a smooth transition into ongoing service.

Operations & Team Leadership

• Serve as the day-to-day leader and resource for Swifto's office and field teams.
• Coordinate backup coverage for planned and unplanned employee absences.
• Lead team meetings, establish priorities, and ensure follow-through on action items.
• Track key operating results and provide leadership with updates on performance, staffing needs, challenges, and recommended solutions.
• Identify recurring service or workflow issues and implement practical process improvements.
• Handle escalated client, employee, staffing, and safety concerns.
• Support hiring, training, performance feedback, and team development.
• Maintain clear operating procedures for scheduling, communication, coverage, and escalation.
• Take on additional operational responsibilities as Swifto grows, with the opportunity to develop toward a General Manager role.

What We're Looking For

• Experience in operations, team leadership, customer service, scheduling, hospitality, pet care, or another fast-paced service environment.
• Strong leadership and communication skills with the ability to provide clear, supportive direction.
• Excellent organization, attention to detail, and follow-through.
• The ability to remain calm and make sound decisions when plans change quickly.
• A practical, solutions-oriented approach to problem solving.
• Comfort using scheduling, messaging, reporting, and other web-based systems.
• The ability to identify patterns, improve processes, and communicate recommendations clearly.
• A commitment to reliable service and a positive experience for clients, pets, and team members.

Position Details

• Schedule: Monday through Friday, 8am-5pm or 9am-6pm, with additional evening, weekend, or holiday support as needed for escalations and business needs.
• Location: In person at our New York office.
• Job Type: Full-time, approximately 40 hours per week.
• Travel: May be required occasionally.

How to Apply

Please submit your resume and a brief cover letter explaining your interest in the role and relevant experience.