Operations Coordinator - Laguna Hills, CA

Quick Role Snapshot · As our Grooming Operations Coordinator, you'll manage the grooming schedule and customer experience while coordinating a team of groomers who report directly to you. Most of your time will be spend handling a high volume of appointment scheduling and client ...

Job description

Quick Role Snapshot

As our Grooming Operations Coordinator, you'll manage the grooming schedule and customer experience while coordinating a team of groomers who report directly to you. Most of your time will be spend handling a high volume of appointment scheduling and client communication. Furthermore, you'll be the go-to leader for a team of ~10 groomers—ensuring clear communication, smooth operations, and a great work experience for

For more information and apply internally:

Core Responsibilities

Team Leadership: Serve as the main point of contact for a team of groomers—communicating daily schedules and updates, helping resolve issues, and keeping the team aligned so each day runs smoothly.

Scheduling: Handle inbound calls, texts, and emails to book, adjust, or cancel grooming appointments in our scheduling platform.

Routing: Arrange stops so each van's daily route is efficient, minimizing drive-time between clients.

Service: Provide friendly, knowledgeable answers about services, pricing, and policies, turning inquiries into bookings.

Payments: Collect deposits or balances over the phone, process credit-card transactions, and note each payment accurately.

Why Join Us?

• Career Growth – Strong advancement potential as our business continues to expand.
• Leadership Development – Coaching and training to build strong, effective leadership skills.
• Small-Business Insight – Front-row exposure to the daily workings of a growing company.

Benefits

• Medical, Dental, and Vision Insurance
• Pet Healthcare
• Life Insurance
• Mental Health Support
• Paid Sick Leave

Who We are Looking For

We're looking for a servant leader who loves supporting others—someone who jumps in, removes roadblocks, and helps the grooming team have a great day. You should also be comfortable grinding through high-volume customer service and scheduling—staying organized, upbeat, and accurate even when it's busy.

Must-Haves

• Servant-Leader Mindset: Puts the team first, stays solution-focused, and helps others succeed through encouragement and accountability.
• Communication – Clear, upbeat phone and written skills.
• Attention to Detail – Accurate booking, routing, and payment entries.
• Multitasking – Juggle high call volume without losing focus.
• Fast-Paced Adaptability – Stays calm and efficient in a rapidly changing environment.
• Growth Mindset – Eager to learn and advance within the company.

Nice-to-Haves

• Pet Grooming Know-How – Basic understanding of dog breeds and grooming terms.
• Local Route Savvy – Familiar with San Diego & Orange County neighborhoods for tighter scheduling.
• Upselling Ability – Comfort suggesting add-on services or memberships.
• Spreadsheet Skills – Able to track and analyze data in Excel or Google Sheets.

Sample Day in the Life

6:45 – 7:15 AM: Morning Check-ins: Arrive early to greet dog groomers before they head out in their vans. Help with small scheduling items they bring to attention.

7:15 – 7:30 AM: Standing Meeting. Standing meeting with office crew (Kailey, Lelanie and Vickey) to go over goals for day, weekly numbers, and state of the business.

7:30 – 8:00 AM: Clear Text-Message Line: There are 50 text messages that have come in from the night before. Nearly all of these text messages are clients with dogs that are ready for a grooming service.

8:00 - 9:00 AM: Coffee with a groomer team member to discuss their groomer scorecard and areas of strength and weakness.

9:00 – 9:30 AM: Clear Voice-mails Line & Answer Phones: There are 40 voicemails that have come in from time of leaving the office the day before. Similar to text messages, these are nearly all clients looking to schedule dog grooming services.

9:30 – 10:30 AM: Customer Service Issues. There are 3 customer service issues that need to be called and addressed. These include: 1.) Appointment where the dog nails weren't done, 2.) groomer didn't show up to the 5 pm appointment and 3.) a client thinks they were over charged but really didn't understand the pricing.

10:30 AM – 11:00 AM: Lunch Break. Have lunch with Joseph.

11:00 AM – 1:30 PM: Handle Phones Solo: While Joseph works on a side project - you are solo on the line. This means answering incoming calls & text messages. Success here is when there is no backup of voicemail or text messages.

1:30 PM – 2:30 PM: Chase Money. There are 20 people that need a phone call to ask to pay for their grooming service. While almost all appointments are paid day off, at times for reasons such as: credit card expired or didn't have credit card on file, clients need a reminder call to pay.

2:30 PM – 3:30 PM: Back on Phone/Text Line. After chasing money, there is a backlog of 13 voicemails and 19 text messages. In the last hour of the day, you need to get those lines to 0 while answering incoming calls/text messages.

Brief about Happy Spa Dogs

Launched in 2019, Happy Spa Dogs has experienced remarkable organic growth, now serving over 14,000 households per year across our San Diego and Orange County offices. Our dedicated team of approximately 65 people is committed to delivering an exceptional dog grooming experience, guided by our core mission: "We are in the happiness business with dog grooming as a vehicle to get there." By focusing on joyful interactions and high-quality service, we strive to create lasting positive impacts for all employees, clients and dogs in our community.

Learn More and Apply here:

Job Type: Full-time

Pay: $70,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Ability to Commute:

• Laguna Hills, CA Required)

Work Location: In person