Center 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 parent's 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. Taking the next step in our journey, Supertails has expanded into veterinary clinics and grooming centers. This initiative directly addresses one of the largest challenges faced by pet parents—access to reliable, high-quality healthcare and grooming services for their furry companions. At Supertails, we’re not just delivering products; we’re building trust, relationships, and a healthier, happier life for pets and their parents.

The Centre Manager is responsible for end-to-end non-clinical operations of a Supertails clinic and grooming center. This role ensures high standards of service delivery, efficient center operations, strong revenue performance, and a delightful pet parent experience. The role involves managing front-desk staff (PRMs), grooming assistants, handlers, inventory, scheduling, and collaborating closely with the clinical and business teams.

Key Responsibilities:

🏥 Centre Operations & Experience

● Ensure smooth daily operations across clinic and grooming functions.

● Own patient flow, wait time, NPS, service delivery, and overall customer experience.

● Maintain clean, pet-safe, and fear-free environments as per brand guidelines.

● Monitor real-time service delivery and patient flow.

● Resolve escalated client concerns with empathy and speed.

👥 Team & Stakeholder Management

● Lead non-clinical staff: PRMs (Front Desk), Grooming Assistants, and Handlers.

● Manage daily rosters, attendance, shift scheduling, and morale.

● Implement SOPs and drive compliance through regular audits.

● Collaborate with Vets, Groomers, and Clinical Leads to ensure seamless delivery.

● Act as the coordination point for City Operations, Category, Process Excellence, and Expansion teams.

● Motivate teams to upsell relevant offerings and deliver on experience goals.

📈 Revenue & Performance Tracking

● Monitor and report daily revenue against targets across clinic and grooming.

● Support business and category teams in running offers, subscriptions, and growth campaigns.

● Ensure accurate daily billing, POS usage, and cash reconciliation.

● Share on-ground insights to improve pricing, merchandising, and promotion effectiveness.

📦 Inventory & Infrastructure

● Maintain optimal stock levels of consumables, hygiene material, grooming products, and clinical inventory.

● Conduct regular audits to prevent pilferage and expiry. ● Flag and follow up on infrastructure issues, repairs, and maintenance needs.

✅ Compliance & Safety

● Ensure adherence to clinical, grooming, and hygiene protocols.

● Maintain necessary logs and documentation for audits and inspections.

● Oversee emergency preparedness, pet and team safety measures, and first-aid readiness.

● Ensure regulatory and legal compliance across all services.