In-Home Care Manager
Location: Urbana, MD (In-Office)
Hours: Full-Time, 40 hours/week (Monday–Friday), rotating weekends and holidays
Status: W-2 Employee
Reports To: Director of Operations

Since 1999, Pet and Home Care (PHC) has been the premier, trusted name in pet care across our community. We offer full-service, in-home pet care—from daily dog walks and overnight stays to medication administration and beyond. Our reputation is built on trust, reliability, and long-term relationships with pet parents. We are proud to be a women-led, local business with a team of trained, bonded, and insured employees who love what they do.

The In-Home Care Manager is the heartbeat of our field operations. In this pivotal role, you’ll ensure every visit runs smoothly, every pet parent is cared for, and every four-legged client receives the personal and professional attention they deserve. You’ll coordinate logistics, support our team of sitters, and maintain the high standards our clients count on. You’ll also collaborate closely with our Lead Pet Sitter, who oversees training, meet & greets, and emergency coverage.

Client Care & Scheduling

• Serve as the main point of contact for in-home care clients via phone, email, and Time To Pet (TTP)

• Respond promptly to new service requests, changes, and concerns with warmth and professionalism

• Ensure accurate scheduling, completed meet & greets, and detailed client instructions

• Maintain clear, compassionate communication that reflects PHC's high standards
  

Team Leadership & Sitter Oversight

• Monitor TTP throughout the day (at least twice per hour) for service updates and needs

• Assign sitters based on availability, proximity, and client preferences

• Work with the Lead Pet Sitter to:
  
  

  • Schedule and track shadow visits

  • Manage meet & greets

  • Coordinate new hire onboarding

  • Ensure training and quality standards are consistently upheld
    
    

• Provide real-time coaching and support to sitters

• Manage sitter schedules, time-off requests, and daily changes
  

Operations & Process Management

• Oversee secure key handling, labeling, and field logistics

• Audit visit quality via GPS logs, notes, and client feedback

• Identify trends and take action to reinforce or improve performance

• Recommend and implement process improvements to support team success

• Maintain organized documentation for clients and staff expectations
  

You’re an experienced, calm, and solutions-oriented professional who thrives in a fast-paced, service-driven role. You care deeply about people and pets, and you bring a steady hand and a sharp eye for detail.

Required Qualifications

• 2+ years in operations, scheduling, customer service, or office coordination

• Experience managing people and solving logistical challenges

• Outstanding written and verbal communication

• Strong organizational skills and attention to detail

• Ability to make confident, thoughtful decisions under pressure

• Familiarity with Frederick and Montgomery Counties

• Proficient in:
  
  

  • Google Workspace

  • Microsoft Office

  • Time To Pet (TTP)
    

Preferred Qualifications

• Background in pet services or field operations

• Experience supporting remote or mobile teams

• Skills in conflict resolution and client relationship recovery

• A people-first mindset and coaching mentality
  

• Join a mission-driven team that values compassion, professionalism, and consistency
  

• Collaborate with leadership and enjoy autonomy in your day-to-day

• Make a meaningful impact in the lives of pets, pet parents, and team members