Operations Care Center Manager

Gateway Services•Middleborough, MA

2d•Onsite

About The Position

Gateway Services is North America’s leading accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With 150+ locations, 2,000 team members and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them. 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.
Three to five years previous supervisory experience in an industrial or service environment with proven leadership abilities.
Certified in Pet Cremation (CPCOP)
Demonstrated leadership skills, with a strong focus on operations and business processes.
Excellent people management skills, with a track record of motivating and empowering team members
Demonstration of working independently with minimal supervision, meeting scheduled timelines and budgets.
Excellent communication and interpersonal skills, with the ability to build lasting relationships with clients and other stakeholders.
Strong organizational and planning skills, with the ability to prioritize tasks and manage conflicting demands.
Attention to detail and accuracy, with a focus on maintaining high standards of quality and safety.
Demonstrated ability to identify key issues and propose practical solutions.
High level of integrity and worth ethic.
Strong attention to detail.

Nice To Haves

Post-secondary degree or diploma attainment is preferred.

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