Operations Care Center Manager

ABOUT GATEWAY SERVICES INC.:

Gateway Services is North Americas leading accredited pet aftercare provider offering 24/7 professional grief support memorial keepsakes pet burial and fully trackable pet cremation. With 150 locations 2000 team members and servicing over 17000 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.

Please visit Gateway Services Inc. to learn more about us.

Job Overview

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 sites operations and the effective and efficient operation of processes in support of the organizations targets for productivity quality customer service excellence revenue Team Member engagement and profitability growth.

Duties & 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.
• Think and act like an owner 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 laborrequirements 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 Gateways operational standards by deploying policies standards and procedures.
• Audit the Care Center to identify and close gaps versus Gateways 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.

Education Training & Qualifications

• 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)

Skills & Abilities

• 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.

Working Conditions

• Regularly bending stooping crouching kneeling sitting repetitive motion hand/wrist/finger motion.
• Occasionally lifting/moving 100 lbs.
• Regular exposure to high noise environments.
• Regular exposure to high heat environments.
• Overtime and weekend work may be available during busier times.
• Regular handling of deceased pets.

YOULL LOVE WORKING WITH US BECAUSE:

The People.You will be surrounded by some of the most talented supportive smart and kind leaders and teams - people you can be proud to work with!

OUR CORE VALUES:

• People First
• Exceed Expectations
• (HIT) Honesty Integrity Trust
• Be Passionate and Caring
• Continuously Improve

WHAT YOU CAN EXPECT FROM US:

• 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 employees choice
• Tax savings account: HSA Health and Dependent Care FSAs
• 401(k) Retirement plan

Gateway Services Inc. and our brands are committed to providing accessible employment practices and fostering a culture of diversity and inclusion. Our employees are our greatest asset and each employees cultural differences life experiences self-expression and unique capabilities are what build our company culture and success. If you require accommodation due to disability during any stage of the recruitment process please notify Human Resources at.

New employees to Gateway will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify including your rights and responsibilities visit