Operations Support Specialist

Gateway Services Inc

11h

About The Position

At Gateway, we serve families and veterinary partners during one of the most emotional moments in their lives. Behind every seamless experience is a team committed to compassion, precision, and operational excellence. We are seeking a highly adaptable, service-driven Operations Support Specialist to support multiple Gateway facilities across the region. Reporting to Operations Leadership, this traveling role serves as a vital link between our care centers, veterinary partners, and client care team; ensuring our standards, processes, and service levels are upheld everywhere we operate. If you thrive in dynamic environments, enjoy being on the move, and take pride in improving processes while building strong professional relationships, this role offers meaningful impact and variety every day.

Requirements

High School Diploma, GED, or equivalent
12–24 months of experience as a Customer Service Representative (Route Driver) and/or Operations Team Member
Valid driver’s license
Strong commitment to safety and meticulous attention to detail
Exceptional work ethic, punctuality, and accountability
High level of flexibility and adaptability in changing environments
Strong problem identification and solution-building skills
Ability to build and maintain positive relationships with colleagues, veterinary professionals, and pet parents
Sound judgment and professionalism when representing Gateway in the field

Responsibilities

Implement and ensure adherence to Standard Operating Procedures (SOPs)
Identify opportunities for operational improvement and recommend best practices
Serve as the “eyes and ears” on-site, making observations and reporting insights to leadership
Take ownership of machinery by monitoring performance, making adjustments, and submitting maintenance requests
Maintain daily cremation goals with a strong emphasis on compassion and excellence
Ensure strict adherence to safety policies, compliance standards, and regulations
Act as an extension of our client care team while on-site
Meet frequently with veterinary staff to strengthen relationships and troubleshoot concerns
Escalate issues appropriately while maintaining professionalism and responsiveness
Support and assist local operations team members as needed
Drive a company van along a pre-designed daily route (8–10 hours), transporting pets from local veterinary clinics to our memorial centers
Operate the retort and assist with cremation procedures
Create and package paw prints and memorial items
Engrave plaques and perform quality control checks
Process and package cremated remains with care, accuracy, and dignity