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Care Centre Manager – Operations
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.
LOCATION:
SUMMARY:
The Facility Manager is responsible for day-to-day decision making and team leadership pertaining to all aspects of operations. Facility 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, (50lb 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 [email protected].
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.
