Head of Full Service Operations

Head of Full Service Operations (Field Operations) — Lancaster Puppies (part of Pet Media Group)Location: Pennsylvania (preferred) or OhioType: Full-timeTeam: OperationsReports to: Chief Strategy OfficerTravel: Frequent regional travel across PA/OH and surrounding statesAbout Pet Media GroupPet Media Group (PMG) is a Stockholm-based scale-up that acquires, launches, and scales leading pet marketplaces globally. Over 1.5 million animals find new homes through our platforms each year, and we operate across multiple countries with a mission to make rehoming pets more trusted, safe, and convenient through technology. We’re a profitable company, growing, and backed by top European investors. One of our largest platforms is Lancaster Puppies: a leading marketplace for connecting buyers and breeders in the USAbout Lancaster PuppiesOn Lancaster Puppies, we help connect families with puppies from trusted breeders. We have two business lines: ‘Full Service’, where our field agents support breeders end-to-end with photography and listing w. ‘Self Service’, where breeders create and manage their own listings directly on the platform. We’re evolving from a traditional “classifieds” model (pay-to-advertise) to a true marketplace model with carefully vetted breeders where transactions happen on-platform and we earn a success fee when a puppy is paid for through the platform.The RoleWe’re hiring a Head of Full Service Operations to lead our “Full Service” field program—25+ field agents serving thousands of breeders weekly across Pennsylvania, Ohio, and nearby states. Full Service exists to support breeders who don’t have access to the internet/technology (often within Plain communities, including Amish & Mennonite), by helping them photograph, list, and manage puppy advertising—and increasingly, to help move transactions onto our platform.This is a high-ownership, metrics-driven field operations leadership role. Your mandate: increase operational efficiency by working on agent workflows and ensure consistent and high quality service level, and lead the operational transition to a payments-enabled marketplace.What You’ll Own Run and scale a high-performing field orgLead, coach, and develop a team of 25+ field agents (and supporting coordinators as needed).Build clear expectations: territory design, daily/weekly cadence, standards for breeder support, and performance management.Improve hiring, onboarding, training, and quality assurance to reduce variance between agents. Drive operational efficiency (time, routing, throughput)Optimize scheduling, routing, visit frequency, and coverage models across territories.Introduce operational tooling and process discipline (SOPs, checklists, playbooks, QA audits).Track and improve productivity metrics (visits/day, listings/hour, cost per listing, on-time performance, rework rates). Transition Full Service from “listing support” to “marketplace enablement”Operationalize the shift from classifieds to marketplace: integrate marketplace / platform payments into the field workflow.Partner with Product/Engineering to ensure field realities become product requirements (offline constraints, speed, usability).Increase adoption of platform payments: define targets, coach agents, test incentives and scripts, and iterate. Improve breeder experience and trustBuild a consistent service experience that is culturally respectful and relationship-first.Create feedback loops from breeders → agents → HQ (issues, objections, feature gaps, trust concerns).Reduce friction points and strengthen reliability and professionalism in every interaction. Build the operating systemEstablish “one source of truth” dashboards and weekly business reviews.Own forecasting and capacity planning: territories, headcount, seasonality, and demand spikes.Manage vendor/logistics considerations when relevant (equipment, vehicles, supplies, photography gear).Success Looks Like (Examples)Higher agent productivity (more high-quality listings + breeder touchpoints per week) without sacrificing trust/quality.Reduced operational cost per successful transaction/listing and fewer repeat visits/rework.Meaningful increase in on-platform payment adoption driven by field execution.Lower churn among breeders and improved breeder satisfaction.A scalable “playbook” that can expand to new regions.What You’ll NeedMust-haves5+ 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.Nice-to-havesExperience helping transition a business from “lead-gen/classifieds” to transactional marketplace / payments.Experience designing compensation/incentives for field teams (quality + productivity + adoption metrics).Working StyleYou’re in the field regularly—this is not a desk-only ops role.You’re hands-on with systems and numbers, but equally strong at coaching and leadership.You simplify messy operations into repeatable processes—and you’re relentless about execution.What We OfferHigh-autonomy leadership role with real ownership and a clear mandate.Direct impact on thousands of breeders and families, and on the future business model of Lancaster Puppies.Competitive compensation (base + performance), plus benefits (details shared in process).The chance to build a best-in-class field ops engine for a marketplace business.