Head of Full Service Operations

Head of Full Service Operations (Field Operations) — Lancaster Puppies (part of Pet Media Group)

Location: Pennsylvania (preferred) or Ohio

Type: Full-time

Team: Operations

Reports to: Chief Strategy Officer 

Travel: Frequent regional travel across PA/OH and surrounding states

About Pet Media Group

Pet 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 US

About Lancaster Puppies

On 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 Role

We’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

1) Run and scale a high-performing field org

• Lead, 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.

2) 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).

3) 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.

4) Improve breeder experience and trust

• Build 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.

5) Build the operating system

• Establish “one source of truth” dashboards and weekly business reviews.

• Own forecasting and capacity planning: territories, headcount,