Operations Care Center Manager

Gateway Services Inc • Northfield, VT

74d • $65,000

About The Position

The Operations Care Center Manager, reporting into the Regional Manager, is responsible for day-to-day decision-making and team leadership pertaining to all aspects of operations. The Care Center Manager will also oversee the deployment of corporate strategic plans within the site’s operations and the effective and efficient operation of processes in support of the organization’s targets for productivity, quality, customer service excellence, revenue, Team Member engagement and profitability growth.

Requirements

• High School diploma or equivalent.
• Post-secondary degree or diploma attainment is preferred.
• Three to five years previous supervisory experience in an industrial or service environment with proven leadership abilities.
• Certified in Pet Cremation (CPCOP).

Responsibilities

• Ownership over all day-to-day operations at the Care Center.
• Ensure that all compliance and environmental initiatives and procedures are implemented and managed appropriately at the Care Center.
• Ensure all activities are performed safely and that the Care Center is maintained in a compliant state.
• Demonstrate a strong business acumen when dealing with team members, suppliers, and customers.
• Demonstrate comfort with P&L Statement and Cost reviews on a monthly basis.
• Collaborate with corporate Finance Department, Regional Manager, Managing Director and COO on annual budget development.
• Utilize Key Performance Indicators (KPIs) to set objectives and drive Care Center performance.
• Analyze daily and weekly demand signals (intake) and manage on-time fulfilment of orders.
• Coordinate labor requirements against demand (short-term and medium-term).
• Coordinate tools, operating supplies, packaging materials and products required to fulfill demand.
• Manage completion of orders from intake to delivery to ensure on-time delivery of orders.
• Maintain dashboards in PeT (our central order tracking and fulfillment software).
• Resolve order exceptions as they arise; work with client care, clinics and other departments to drive resolution.
• Monitor pending deliveries and expedite past-due deliveries.
• Maintain and optimize routes for pick-up and delivery efficiency.
• Manage inventory levels of product and supplies and coordinate re-ordering as required.
• Ensure that all Health and Safety and Human Resource initiatives and procedures are implemented and managed appropriately at the Care Center.
• Work in conjunction with HR to hire, train and manage a team of technicians, ensuring they are engaged and equipped with the skills they need to perform their jobs successfully.
• Verify timecards to ensure accurate biweekly payroll; manage team member expenses.
• Coordinate and/or conduct training for all new and existing team members, including New Hire training, PeT specific training.
• Develop and maintain strong relationships with pet owners, veterinarians, and other stakeholders.
• Monitor inventory levels and ensure that supplies and equipment are in good working order.
• Ensure that the facility is ‘Tour-Ready’ by always keeping the location clean and well-maintained, and that safety measures are in place to protect team members and visitors.
• Ensure equipment preventative maintenance schedules are adhered to.
• Participate in routine audits and continuous improvement activities.
• Ensure that all Operational Excellence initiatives and procedures are implemented and managed appropriately at the Care Center.
• Model and reinforce Gateway’s operational standards by deploying policies, standards, and procedures.
• Audit the Care Center to identify and close gaps versus Gateway’s standards.
• Be able to perform all operations and customer service duties including, but not limited to loading and unloading crematoriums, processing cremains, packaging, quality control and servicing a route as a driver/customer service representative.
• Manage all local customer relations and interactions (intake, viewing and visitations, emergency pick-ups etc.).
• Confidently address any, and all, client concerns (with or without support from other functional areas).
• Engage with Sales team on local clinic retention and adoption initiatives or other clinic-facing sales activities.
• Perform other duties as required.

Benefits

• 3 national medical plans that pay 100% after the members’ deductible and copays.
• 2 national dental plans that cover many services at no cost to the plan members.
• National vision plan.
• Company paid Life/ AD&D and LTD for all full-time employees.
• Chance to purchase additional Life/AD&D coverage at discounted rates.
• Critical Illness, Accident and Pet insurance are offered as an employee’s choice.
• Tax savings account: HSA, Health and Dependent Care FSAs.
• 401(k) Retirement plan.
• Potential for Career Growth.
• Employee Assistance Program.
• Paid Holidays & Time Off.
• A Sense of Community.
• Great Hearts & Minds Scholarship Program.
• Gateway Tuition Reimbursement Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 251-500 employees