Operations Care Center Manager

Gateway-Services-Inc; Middleborough (MA); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental plans

Vision plan

Life/ AD&D and LTD

401(k)

Job summary

Gateway Services Inc. in Middleborough, MA is seeking an Operations Care Center Manager to lead day-to-day operations at the Care Center, implement corporate strategy, and drive productivity, quality, customer service excellence, revenue, and profitability.

You will hire, train and manage a team of technicians, monitor KPIs, coordinate labor, oversee budgets, and ensure safety and compliance while maintaining strong relationships with clients and veterinary partners.

Qualifications

• Supervisory experience in an industrial or service environment.
• Strong leadership and people-management abilities.
• Ability to manage budgets, timelines and safety/compliance.

Responsibilities

• Ownership over all day-to-day operations at the Care Center.
• Collaborate with Finance, Regional Manager and COO on budget development.
• Utilize KPIs to drive performance and ensure on-time deliveries.
• Hire, train, and manage a team of technicians.
• Maintain safety, health, and environmental initiatives and procedures.

Skills

Team leadership

Operations management

Budget awareness

People management

Communication skills

Planning & scheduling

Detail orientation

Education

High School diploma or equivalent

Post-secondary degree or diploma preferred

Tools

PeT dashboard

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Operations Care Center Manager

Full Time Salary Management MIDDLEBOROUGH, MA, US

19 days ago Requisition ID: 7517

Salary Range: $70,000.00 To $75,000.00 Annually

ABOUT GATEWAY SERVICES INC.:

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.

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

Pay Rate: $70,000-$75,000/yr (plus 80-20 benefits, Annual Discretionary Performance Bonus)
Work Hours: Mon-Fri 8am-5pm and as needed.
Location: Final Gift Pet Memorial Pet Memorial Center- Route 28, 471 Wareham St, Middleborough, MA 02346

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 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.

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 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.

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.

YOU’LL 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:

• Generous salary and benefits package includes:

• 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

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 employee's 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 [e-mail] .

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 e-verify.gov

Mon-Fri 8am-5pm and as needed.
40hrs per week minimum