Care Center Manager | Operations and Team Leadership

Location: Final Gift Pet Memorial-Eagle Bridge, NY

About the role

At Gateway Services, we help families through one of life's most difficult moments by providing compassionate, reliable pet aftercare. As a Care Center Manager, you'll lead the people, processes and performance behind that promise, ensuring every pet entrusted to our care is treated with dignity, every veterinary customer is supported, and every Team Member understands what great performance looks like. This is not a desk‑management position; you'll be the leader of your Care Center setting expectations, developing your team, managing daily demand and stepping into the operation when needed.

Responsibilities

• Own the day‑to‑day operation and overall performance of the Care Center.
• Lead, coach and develop Team Members while building a culture of accountability, safety and service.
• Use Key Performance Indicators and operating data to manage productivity, quality, customer service and on‑time fulfillment.
• Plan labor against daily and weekly demand and ensure the team has the tools, supplies and resources required.
• Manage costs, review P&L performance and contribute to annual budgeting and operating plans.
• Maintain a safe, compliant, clean and tour‑ready Care Center; ensure preventative maintenance, inventory controls, audits and operational standards are consistently maintained.
• Resolve operational exceptions and customer concerns quickly and professionally.
• Partner with Sales and Operations leadership to strengthen veterinary customer relationships and retention.
• Drive continuous improvement and close performance gaps against Gateway standards.
• Lead from the floor and support pet aftercare, quality‑control and route activities when business needs require it.

Requirements

• High school diploma or equivalent required; post‑secondary education preferred.
• 3‑5+ years of supervisory or operations leadership experience.
• Experience in a service, production, manufacturing, logistics, distribution or similar operational environment is strongly valued.
• Demonstrated success leading frontline teams and improving performance.
• Comfort using KPIs, budgets, labor information and financial results to make decisions.

Qualifications

Strong communication, organization, judgment and problem‑solving skills. Able to manage competing priorities in a fast‑moving service or production environment. Comfortable working in an environment involving the respectful handling of deceased pets.

Skills

• Setting expectations, coaching performance and holding people accountable.
• Thinking like an owner and making practical decisions about people, costs and operations.
• Solving problems and improving how work gets done.
• Using data and sound judgment to improve performance.
• Partnering cross‑functionally with Sales, HR, Regional leadership and other support teams.

Benefits

• Competitive salary and annual incentive opportunity
• Medical, Dental & Vision coverage
• 401(k) Retirement Savings Plan with employer matching contributions
• Company‑paid Life Insurance
• Company‑paid Long‑Term Disability
• Paid vacation and company holidays
• Paid training and career development
• Employee Assistance Program (EAP)
• Gateway CarePath emotional wellness program
• Health Savings Account & Flexible Spending Accounts
• Pet Insurance
• Employee Discount Marketplace
• Career advancement opportunities

Pay

Competitive Salary + Annual Incentive

Schedule

Full‑Time; Mon‑Fri 8:30am‑5pm (weekends as necessary)