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About the role
- Head of Full Service Operations leading a field team to enhance service quality and drive marketplace transition at Lancaster Puppies. Managing operations across Pennsylvania and Ohio.
Responsibilities
- Lead and scale a 25+ person field-agent org across PA/OH—boosting productivity and service quality while driving Lancaster Puppies’ shift from classifieds to a payments-enabled marketplace.
- Run and scale a high-performing field org Lead, coach, and develop a team of 25+ field agents.
- Drive operational efficiency (time, routing, throughput) Optimize scheduling, routing, visit frequency, and coverage models across territories.
- Transition Full Service from “listing support” to “marketplace enablement”.
- Improve breeder experience and trust Build a consistent service experience that is culturally respectful and relationship-first.
- Build the operating system Establish “one source of truth” dashboards and weekly business reviews.
Requirements
- 5+ years experience in field operations / distributed workforce leadership (route-based teams, reps, technicians, field service, last-mile, etc.).
- Proven track record improving efficiency, quality, and execution cadence across a field org.
- Familiarity with CRM/workflow tools, route optimization, and other field operations tooling.
- Experience building and running operational KPIs, weekly operating rhythms, and accountability systems.
- Comfort working in a two-sided marketplace or platform environment (or closely analogous operational models).
- Strong change-management instincts: you can lead teams through new processes and performance expectations.
- Based in Pennsylvania (preferred) or Ohio, with willingness to travel frequently regionally.
- High integrity, cultural sensitivity, and a relationship-driven approach—especially in working with Plain communities.
Benefits
- Work that matters 🐾 Opportunity to directly impact strategy to help more than 10 million people each month to find the animal of their dreams.
- Flexible working hours 🕐 At PMG we are confident in each others’ ability to be masters of their own time while producing a great output.
- Headquarter in center of Stockholm 🏢 Work in the center of Stockholm, close to great restaurants, parks and shops.
- Opportunity to grow 🚀 Be part of an ambitious, high-performing team with people from diverse backgrounds.
- Solid backing 💰 Strong backing by some of Europe’s leading investors (e.g. Verdane and Otiva) who are early investors in leading companies such as Klarna, NA-KD, Apotea and Desenio.
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