Facilities Support Manager

Welcome to Destination Pet. We are One Pack- a united team working together to elevate the love and lives of pet families. Our pet-obsessed professionals create a connected care network of trustworthy partners who bring creative innovation every day. We are revolutionizing the pet industry. Join us! The Facilities Support Manager is responsible for supporting the repair, maintenance, and overall facility needs of an assigned portfolio of approximately 40–50 Destination Pet locations. This role serves as a primary point of contact between center operations, vendors, and internal business partners to ensure facility issues are addressed safely, efficiently, and cost-effectively. The Facilities Support Manager will typically manage approximately 150–200 active work orders on a continuous basis and must be able to effectively prioritize competing repair, maintenance, project, and emergency needs across multiple locations. This position requires strong judgment, organization, communication, technical curiosity, financial awareness, and the ability to independently drive facility issues from initial identification through resolution. We are looking to add a Facilities Support Manager to our team! LOCATION : Remote (preferred central or mountain time zones candidate) REPORTS TO : Vice President of Commercial Excellence PAY: $7 0 ,000 - $ 85 ,000/ annually Depending on Experience CORE RESPONSIBILITES: Work Order & Portfolio Management Manage the day-to-day facility needs of an assigned portfolio of approximately 40 –50 locations and maintain oversight of approximately 150 –200 active work orders. Manage repair and maintenance requests submitted through Flow Path (CMMS) from initial submission through completion. Review and prioritize service requests based on scope, urgency, life safety, animal welfare, business continuity, operational impact, and financial exposure. Coordinate troubleshooting, vendor dispatch, estimates, approvals, scheduling, repairs, and follow-up. Provide remote troubleshooting support to non-technical center teams when appropriate to identify issues, determine next steps, and reduce unnecessary vendor dispatches. Proactively manage aging, delayed, or stalled work orders and maintain accurate documentation of vendor communications, estimates , photos, approvals, invoices, and completion status. Verify completed work aligns with the approved scope before work orders are closed. Lease Review & Responsibility Determination Review applicable lease provisions to help determine whether facility repair or maintenance responsibilities are likely the responsibility of Destination Pet or the landlord. Identify when the appropriate internal resource responsible for landlord communication should be engaged and provide relevant lease language, vendor findings, photos, estimates, and supporting documentation. Escalate unclear or conflicting lease language for further review rather than making assumptions regarding responsibility. Vendor & Cost Management Source, evaluate, onboard, and coordinate qualified local, regional, and national service providers. Maintain productive vendor relationships while holding providers accountable for responsiveness, pricing, scope, documentation, quality, and completion. Obtain and compare estimates, evaluate proposed repairs, question unclear recommendations, and determine when additional bids or technical opinions are appropriate . Negotiate pricing, scope, scheduling, and service expectations when appropriate . Review estimates and invoices for accuracy and alignment with approved and completed work. Evaluate repair-versus-replace considerations and identify cost-saving opportunities while balancing reliability, operational needs, and long-term facility requirements. Address incomplete work, repeat service calls, warranty issues, billing discrepancies, and vendor performance concerns. Project Oversight - R&M & CapEx Support the planning and execution of small- to mid-scale repair, maintenance, and capital projects, including renovations, remodels, HVAC replacements or upgrades, roofing, flooring, plumbing improvements, and other facility upgrades. Develop and clarify scopes of work, obtain and compare vendor bids, coordinate internal approvals, and monitor project schedules, budgets, and vendor deliverables. Review applicable drawings, specifications, architectural or engineering documents, and vendor recommendations at a practical facilities-management level, escalating technical questions to the appropriate subject matter experts when needed. Coordinate project execution with center leadership and vendors to minimize operational disruption and verify work is completed in accordance with the approved scope Emergency Response & Operational Support A ssist center leadership with urgent and emergency facility issues affecting life safety, animal welfare, business continuity, or building operations. Coordinate emergency service providers and communicate status, temporary mitigation measures, expected timelines, and next steps . Exercise sound judgment when determining whether immediate vendor response, temporary repair, escalation, or additional technical evaluation is required . Support locations during HVAC failures, plumbing or sewer emergencies, electrical failures, water intrusion, roof leaks, fire/ lifesafety concerns, and other critical facility events. Preventive Maintenance, Inspections & Compliance Support preventive maintenance programs and recurring services for major building systems, including HVAC, plumbing or septic, fire/life-safety systems, pest control, landscaping, and other facility services. Track service schedules and help ensure required maintenance and inspections are completed and appropriately documented. Maintain awareness of health, safety, sanitation, fire/life-safety, and regulatory requirements that may affect pet boarding, daycare, grooming, and veterinary facilities. Partner with field leadership, Safety, Operations, and other internal stakeholders to support timely correction of identified facility, safety, or compliance concerns. Identify recurring equipment failures or facility trends and recommend corrective, replacement, or long-term planning strategies where appropriate . Cross-Functional Partnership & Center Support Partner with Center Managers, District Directors, Area Vice Presidents, Finance, Accounts Payable, Real Estate, Legal, Safety, Operations, and other internal stakeholders. Clearly communicate facility conditions, risks, recommendations, estimated costs, timelines, and operational impacts. Provide facility-related guidance and train Center Managers and other field leaders on facilities procedures, basic troubleshooting, equipment awareness, work order expectations, and appropriate escalation . Where applicable, manage and provide day-to-day direction to in-house maintenance technicians assigned within the territory, including prioritizing and assigning work, coordinating schedules and site visits, reviewing completed work and documentation, monitoring workload and performance, and determining when work should be completed in-house versus assigned to an outside vendor. Assist with facility assessments, acquisitions, transitions, renovations, special projects, and other company initiatives as needed. Escalate significant facility risks, recurring failures, major expenditures, or unresolved responsibility questions to Facilities leadership or the appropriate internal resource REQUIREMENTS: Education & Experience Required • 3+ years of experience in facilities management, property management, construction, maintenance operations, vendor management, or a related field. • Experience managing a high-volume, multi-site facilities workload with numerous concurrent repairs, vendors, and competing priorities. • Strong organizational and time-management skills with the ability to prioritize urgent issues while maintaining consistent followup across a large active workload. • Basic understanding of commercial leases and the ability to identify provisions related to repair and maintenance responsibility. • General working knowledge of common building systems, including HVAC, plumbing, electrical, roofing, flooring, doors, fencing, drainage, and fire/ life-safety systems. • Experience reviewing repair proposals, vendor recommendations, estimates, and invoices. • Strong problem-solving, critical-thinking , written, and verbal communication skills. • Ability to make sound decisions with incomplete information and recognize when escalation or additional expertise is required. • Proficiency with Microsoft Office and the ability to effectively utilize CMMS, purchasing, and other business systems. Preferred • Experience supporting a geographically dispersed, multi-site portfolio. • Experience in pet care, veterinary, hospitality, retail, healthcare, property management, or another operationally intensive environment. • Experience reviewing commercial lease provisions, vendor contracts, service agreements, or capital project documentation. • Familiarity with preventive maintenance programs, capital expenditure planning, and emergency facility response. Experience providing day-to-day direction or supervision to maintenance technicians, field service personnel, or similar employees. • Working knowledge of construction terminology, building systems, and basic code or life-safety requirements. Key Competencies Ownership & Accountability: Takes responsibility for issues through resolution and maintains consistent follow-up. Prioritization & Judgment: Effectively manages a high-volume workload and recognizes when issues require immediate action, additional evaluation, or escalation. Problem Solving: Investigates root causes, asks appropriate technical questions, and challenges recommendations when necessary. Financial & Vendor Management: Balances cost, operational need, long-term value, and vendor accountability when making repair decisions. Communication & Partnership: Provides clear, timely , and actionable communication to center teams, vendors, and corporate stakeholders Work Environment & Expectations May coordinate work across multiple states and time zones. Some travel may be required for facility assessments, acquisitions, major projects, training, or other operational needs. The role may periodically require availability outside normal business hours to assist with significant or emergency facility situations . Frequent computer and telephone use is required , along with regular interaction with vendors, field leadership, and corporate support teams PERKS: Health, vision, dental, long & short-term disability, and Life insurance - A Startup mentality company with stable funding 401k match Pet Care discounts Flexible Time Off Opportunity to grow your career with a network of like-minded professionals Destination Pet LLC affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled. Destination Pet LLC endeavors to make our employment website and application process accessible to all users and applicants. In doing so, we provide reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our recruitment team. At Destination Pet, we're all about creating a workplace that's bursting with diversity and inclusivity. We don't play favorites or judge folks based on skin color, religion, gender, age, disability, or any other protected characteristics. Our hiring decisions are solely based on what you can bring to the team. So, we're throwing the door wide open for all like-minded candidates who believe in celebrating and honoring diversity and inclusion. Ready to join our pack?