Job Description

Operations + Client Experience Manager (Pet Care) Les Anges Gardiennes, Montreal Locations: NDG (6791 Saint-Jacques) + Saint-Henri (930 Courcelle) Job Type: Full-time, Permanent Compensation: Competitive, based on experience Schedule: Flexible, including occasional evenings/weekends as needed.

About Les Anges Gardiennes Since 2002, Les Anges Gardiennes has been Montreal's trusted premium pet care company, known for warmth, reliability, and high standards. We serve pet parents through daycare, boarding/hotel, grooming/spa, pet sitting, and a boutique of carefully chosen essentials. Our mission is simple: help families balance real life with safe, consistent, loving pet care, while reducing animal abandonment through responsible, community-minded service. We're growing, and we're hiring an Operations + Client Experience Manager to elevate execution, team performance, and the client journey across our Montreal , Laval and south shore locations.

Who this role is for You're the person who brings structure, clarity, and momentum. You build systems that stick, lead with heart, and hold standards without hesitation. You love improving efficiency, coaching teams, and driving results, while protecting a calm, premium experience for every pet parent who walks through our doors.

What you'll own Lead daily operations across multiple departments (daycare, hotel/boarding, grooming/spa, boutique, pet taxi, customer care), ensuring seamless coordination and communication. Develop, implement, and continuously improve operational policies and procedures that increase efficiency, productivity, and consistency. Identify process gaps, streamline workflows, and implement innovative solutions that make the business run smoother, faster, and better. Lead, motivate, coach, and evaluate team members to foster a high-performance environment with clear expectations and follow-through. Monitor key performance indicators (KPIs) and prepare reports that support strategic decision-making (sales performance, retention, capacity, labor efficiency, client satisfaction). Manage budgets, allocate resources effectively, and ensure compliance with company standards, safety protocols, and service quality. Partner with senior management to develop and execute strategic plans aligned with company goals and growth targets. Protect the Les Anges client experience by maintaining brand standards, handling escalations with confidence, and ensuring service remains premium, warm, and professional.

Key responsibilities Run daily huddles, set priorities, and keep the floor moving with calm control. Ensure check-ins/outs, scheduling flow, and client communication are consistent and polished. Maintain SOPs, training refreshers, and accountability systems that support quality and safety. Support hiring, onboarding, and training as we grow. Coordinate between departments to prevent bottlenecks and improve handoffs. Track operational performance weekly and execute improvements quickly. Maintain structure in internal tools, schedules, and operational trackers so the team can execute without chaos.

What you bring 3-5+ years in operations management, hospitality management, retail management, clinic management, or service-based leadership (pet care is a strong asset). Bilingual English/French (required). Strong people leadership: you can coach, correct, and inspire while keeping morale strong. Systems thinker: organized, detail-driven, and excellent at building repeatable processes. Business-minded: comfortable with sales goals, performance metrics, and operational efficiency. Calm under pressure, quick learner, strong judgment. Genuine love for animals and a strong respect for pet safety (non-negotiable).

You'll stand out if you have Experience in pet daycare, grooming, boarding/hotel, or veterinary environments. A track record of improving SOPs, reducing errors, increasing efficiency, and hitting targets. Confidence managing budgets, resources, and performance reporting.

What you'll get A leadership role in a respected Montreal brand with a loyal client base and a meaningful mission. Competitive compensation based on experience. Staff discounts on services and boutique products. Growth opportunities as we expand and develop new leadership roles. A supportive, pet-loving culture with high standards and big heart.

How to apply Email your resume to hr@ lesangesmtl.com Subject line: Operations + Client Experience Manager Include a short note answering: 1) Why you want this role, 2) A process or team improvement you led, 3) Your availability and salary expectations.

Kindly note: Only selected applicants will be contacted.

Job Type: Full-time

Pay: $49,934.92-$67,979.88 per year

Benefits:

Company events Store discount
Work Location: In person