Operations Care Center Manager

Gateway Services•Boonsboro, MD

2d•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, this role deploys corporate strategic plans at the site and manages processes supporting productivity, quality, customer service, revenue, Team Member engagement, and profitability. The manager oversees operational compliance, safety, staffing, fulfillment, inventory, customer relations, and continuous improvement, and may perform operational and customer service duties as needed.

Requirements

High school diploma or equivalent.
Three to five years of previous supervisory experience in an industrial or service environment, with proven leadership abilities.
Certified in Pet Cremation (CPCOP).
Demonstrated leadership skills with a focus on operations and business processes.
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, including the ability to build relationships with clients and stakeholders.
Strong organizational and planning skills, including the ability to prioritize tasks and manage competing 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.

Nice To Haves

Post-secondary degree or diploma.

Responsibilities

Own and manage day-to-day operations at the Care Center.
Implement and manage compliance, environmental, health and safety, human resources, and Operational Excellence initiatives and procedures.
Maintain the Care Center in a safe and compliant condition and keep the facility clean, well-maintained, and ready for tours.
Use business acumen to work 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 key performance indicators to set objectives and improve Care Center performance.
Analyze daily and weekly intake demand and coordinate labor, tools, supplies, packaging materials, and products to meet demand.
Manage order fulfillment from intake through delivery, ensuring timely completion and delivery.
Maintain dashboards in PeT order tracking and fulfillment software, resolve order exceptions with relevant departments, monitor pending deliveries, and expedite overdue deliveries.
Maintain and optimize pickup and delivery routes.
Manage inventory and coordinate reordering of products and supplies; ensure supplies and equipment are in good working order.
Work with HR to hire, train, and manage technicians, and verify timecards 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.
Ensure equipment preventative maintenance schedules are followed and participate in audits and continuous improvement activities.
Model and reinforce Gateway's operational standards; audit the Care Center and address gaps.
Perform operations and customer service duties as needed, including loading and unloading crematoriums, processing cremains, packaging, quality control, and driving or servicing a route.
Manage local customer interactions, including intake, viewings, visitations, and emergency pickups, and address client concerns.
Engage with the Sales team on local clinic retention, adoption initiatives, and other clinic-facing sales activities.
Perform other duties as required.