Operations Care Center Manager

Gateway Services Inc•Boonsboro, MD

3d•$0 - $75,000•Onsite

About The Position

The Operations Care Center Manager is responsible for day-to-day decision-making and team leadership across all aspects of Care Center operations. Reporting to the Regional Manager, the manager deploys corporate strategic plans at the site and oversees efficient, effective processes that support productivity, quality, customer service, revenue, Team Member engagement, and profitability targets. The role oversees order fulfillment from intake through delivery, staffing and labor planning, inventory and supplies, route efficiency, customer relations, facility readiness, safety, compliance, training, payroll verification, and operational standards. The manager also supports budgeting and financial reviews, works with corporate and functional teams, and participates in audits and continuous improvement. The position includes hands-on operational and customer service work, such as loading and unloading crematoriums, processing cremains, packaging, quality control, and driving routes.

Requirements

High school diploma or equivalent.
Three to five years of previous supervisory experience in an industrial or service environment, with proven leadership abilities.
Certification in Pet Cremation (CPCOP).
Demonstrated leadership skills with a strong focus on operations and business processes.
Excellent people-management skills and a track record of motivating and empowering team members.
Ability to work independently with minimal supervision and meet scheduled timelines and budgets.
Excellent communication and interpersonal skills, with the ability to build lasting relationships with clients and stakeholders.
Strong organizational and planning skills, including the ability to prioritize tasks and manage conflicting demands.
Attention to detail and accuracy, with a focus on quality and safety.
Ability to identify key issues and propose practical solutions.
High level of integrity and work ethic.
Ability to meet the physical and working-condition demands described, including regularly handling deceased pets and occasional lifting or moving of 100+ pounds.

Nice To Haves

Post-secondary degree or diploma.

Responsibilities

Own and oversee all day-to-day Care Center operations.
Implement and manage compliance, environmental, health and safety, human resources, and Operational Excellence initiatives and procedures; maintain a safe and compliant facility.
Demonstrate business acumen when working with team members, suppliers, and customers; review monthly P&L statements and costs.
Collaborate with Finance, the Regional Manager, Managing Director, and COO on annual budget development.
Use KPIs to set objectives and drive Care Center performance.
Analyze daily and weekly intake demand, ensure timely order fulfillment, and coordinate short- and medium-term labor requirements.
Coordinate tools, operating supplies, packaging materials, and products needed to fulfill demand.
Manage orders from intake through delivery, maintain PeT dashboards, resolve order exceptions with client care, clinics, and other departments, and expedite past-due deliveries.
Maintain and optimize pickup and delivery routes.
Manage inventory and coordinate reordering; ensure supplies and equipment are in good working order.
Work with HR to hire, train, and manage technicians; verify timecards for accurate biweekly payroll and manage team member expenses.
Coordinate or conduct training for new and existing team members, including new-hire and PeT-specific training.
Build and maintain relationships with pet owners, veterinarians, and other stakeholders.
Keep the facility clean, well-maintained, tour-ready, and equipped with appropriate safety measures; ensure preventive maintenance schedules are followed.
Participate in routine audits and continuous improvement activities; audit the Care Center against Gateway standards and close identified gaps.
Model and reinforce Gateway operational policies, standards, and procedures.
Perform operational and customer service duties, including loading and unloading crematoriums, processing cremains, packaging, quality control, and servicing routes as a driver/customer service representative.
Manage local customer interactions, including intake, viewings, visitations, and emergency pickups; address client concerns with or without support from other functional areas.
Engage with the Sales team on local clinic retention, adoption initiatives, and other clinic-facing sales activities.
Perform other duties as required.