Operations Care Center Manager

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.

Gateway has proudly achieved the esteemed Great Place To Work Certification™ in both Canada and the USA, a testament to our exceptional workplace culture and employee satisfaction. Join our team and experience the rewarding environment that has earned us this prestigious recognition.

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

Care Center Manager

SUMMARY:

The Care Center Manager is responsible for day-to-day decision making and team leadership pertaining to all aspects of operations. Care Center Manager will also oversee the deployment of corporate strategic plans within the site’s operations. This role will oversee the effective and efficient operation of all site processes in support of the organization’s targets for productivity, quality, customer service, revenue, and profitability growth.

HOW YOU WILL MAKE AN IMPACT/KEY RESPONSIBILITIES:

• Oversee all day to day operations at the facility
• Ensure all activities are performed safely and that the facility is maintained in a compliant state
• “Act like an owner” – demonstrate a strong business acumen when dealing with fellow employees, suppliers and customers
• Demonstrate comfort with P&L Statement and Cost reviews on a monthly basis
• Collaborate with corporate, AVP and COO and Regional Manager on annual budget development
• Utilize Key Performance Indicators to set objectives and drive facility 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)
• Understand equipment capabilities required to fulfill demand
• 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
• Manage all aspects of the local workforce
• Work in conjunction with HR on all hiring, terminations, and performance management
• Coordinate and/or conduct training for all new and existing staff
• Schedule personnel and coordinate coverage for absenteeism and vacations
• Verify timecards to ensure accurate biweekly payroll; manage employee expenses
• Drive continuous improvement and ensure facility is well maintained
• Ensure equipment preventative maintenance schedules are adhered to
• Participate in routine audit and continuous improvement activities
• Manage implementation of special projects (new products, services or equipment related)
• Model and reinforce Gateway’s operational standards
• Deploy policies, standards and procedures
• Audit the facility to identify and close gaps versus Gateway’s standards
• Maintain facility in “tour ready” condition at all times.
• 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.
  
  

WHAT YOU NEED TO SUCCEED:

Core Competencies

• Customer Focus
• Ethics and Integrity
• Communication
• Teamwork
• Quality Orientation
• Adaptability/ Flexibility
• Decision Making and Judgement
• Planning and Organizing
• Problem Solving
• Accountability and Dependability
• Coaching and Mentoring
• Development and Continual Learning
  
  

Education

High School diploma or equivalent.

Post-secondary degree or diploma attainment is ideal

Experience

3-5 years previous supervisory experience in an industrial or service environment with proven leadership abilities

Skills & Abilities

Demonstrated leadership skills, with a strong focus on operations and business processes

Demonstration of working independently with minimal supervision, meeting scheduled timelines and budgets

Demonstrated ability to identify key issues and propose practical solutions

Demonstrated ability to plan, prioritize and execute activities and projects

WORKING CONDITIONS:

An office setting, working at a desk using phones and computers

Frequent bending and lifting, (100lb minimum weight)

Overtime and weekend work may be available during busier times

You will occasionally handle 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, STD 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 at hr@gatewayservicesinc.com .