Concierge Supervisor

Dogs On The Run®
Position: Full Time Employee  
Location: (in office) Carlsbad, CA

Dogs On The Run® is a luxury pet care concierge company founded in 2003, serving Pet Parents who refuse to compromise on care.

Through personalized matching, high-touch communication, and ridiculously high expectations, DOTR connects Pet Parents with exceptional independent Pet Care Professionals. Each relationship is thoughtfully supported to ensure seamless experiences, trusted partnerships, and complete peace of mind - elevating the standard of pet care at every level.

The Role

Dogs On The Run is seeking a Concierge Supervisor to lead and elevate the Concierge Team. 
The Concierge Supervisor is a professional who combines operational discipline with a sales mindset - someone who is experienced and comfortable in a leadership role, overseeing the daily operations and performance of the Concierge Team, ensuring that all client inquiries, service requests, and leads are handled with the greatest care professionally and efficiently.

This role is responsible for overseeing daily operations, driving team performance, monitoring, analyzing and improving key performance metrics, identifying operational challenges and implementing solutions, continuously identifying and improving overall efficiencies, supporting the growth and development of the team, and ensuring an exceptional experience for every Pet Parent.

Key Responsibilities
Team Leadership and Management

• Lead and supervise the Concierge Team to ensure consistent, high-quality service

• Foster a positive, professional team culture built on accountability, collaboration, and growth

• Collaborate with Concierge Team Lead to ensure strong communication, accountability and efficiency 7 days a week

• Ensure department standards and expectations are upheld

• Provide coaching, guidance, and feedback to support team development

• Address challenges constructively while maintaining clear expectations

• Support leadership in implementing operational initiatives

• Assist with team development decisions including promotion, coaching, or role adjustments when appropriate

Sales and Client Satisfaction Experience

• Maintain a strong sales-oriented mindset when evaluating leads and client communication

• Support the team in converting inquiries into successfully assigned services

• Ensure the Pet Parent experience reflects the professionalism and attention to detail expected from a concierge service

• Identify opportunities to improve conversion and retention

Performance Management, Accountability and KPIs

• Monitor and manage key performance indicators for the Concierge Team

• Track and evaluate metrics such as:

  • Lead response time

  • Lead conversion/assignment rate

  • Client satisfaction/quality of match 

  • Lead follow-through

• Evaluate department performance and identify opportunities for improvement

• Hold team members accountable to established SOP’s and performance expectations

• Address performance concerns appropriately and constructively

Operational Efficiency and Process Improvement

• Identify operational inefficiencies and recommend improvements to streamline workflows

• Continuously evaluate processes to ensure the department operates efficiently as the company grows

• Implement systems that improve speed, clarity, and consistency

• Anticipate potential challenges and proactively develop solutions

Communication and Reporting

• Lead weekly Concierge Team meetings

• Ensure the team remains aligned on priorities, procedures, and expectations

• Communicate important operational updates clearly and effectively

• Provide weekly reporting to leadership on department performance, metrics, and improvement opportunities

Team Growth

• Participate in recruiting, interviewing, and selecting new Concierge team members

• Support onboarding and development of new hires

• Provide ongoing training and mentorship to strengthen team capabilities

• Help build a strong team capable of supporting company growth

Who We Are Looking For 

The ideal candidate for the Concierge Supervisor position is an experienced leader with a calm demeanor, sales and solutions-oriented mindset who thrives in a fast-paced environment, and is excited to help scale a department through clear communication, accountability and continuous improvement.

• Maintains a positive leadership presence

• Possesses both operational discipline and a sales mindset

• Communicates clearly and respectfully with team members

• Embraces accountability and continuous improvement

• Is energized by growth and building strong teams

• Identifies challenges and works toward solutions

What Success Looks Like

The Concierge Supervisor will play a critical role in growing the department by improving speed, communication, and conversion while building a strong, accountable team culture.

• Leads are handled quickly and efficiently

• Conversion rates improve

• The Concierge Team operates with clear accountability

• Operational processes become faster and more streamlined

• Team members grow and perform at a higher level

• The department is well-positioned to scale as the company grows

Experience, Background and Qualifications

• 5+ years of experience in leadership or supervisor role(s) 

• Demonstrated ability managing teams and improving operational performance

• Experience in sales, client experience, service operations

• Ability to evaluate data, identify trends, and improve processes

• Exceptional communication and interpersonal skills

• Strong organizational skills and follow-through

• Comfortable operating in a fast-paced, evolving, multi-market environment

• Experience in multi-location, service-based, pet industry experience is a plus, but not required