Operations Care Center Manager

About the Role

The Operations Care Center Manager, reporting to the Regional Manager, leads day-to-day decision-making and team leadership for all operational aspects. This role oversees the deployment of corporate strategic plans, ensuring efficient processes to meet productivity, quality, customer service, revenue, team engagement, and profitability targets.

Responsibilities

• Own day-to-day operations at the Care Center.
• Ensure compliance with environmental initiatives and procedures.
• Maintain a compliant and safe Care Center environment.
• Demonstrate business acumen in interactions with team members, suppliers, and customers.
• Review P&L statements and cost reports monthly.
• Collaborate on annual budget development with Finance, Regional Manager, Managing Director, and COO.
• Use KPIs to set objectives and drive performance.
• Analyze daily and weekly demand signals to manage on-time order fulfillment.
• Coordinate labor, tools, supplies, and packaging materials to meet demand.
• Manage orders from intake to delivery for on-time completion.
• Maintain dashboards in PeT (central order tracking software).
• Resolve order exceptions and expedite past-due deliveries.
• Optimize pick-up and delivery routes for efficiency.
• Manage inventory levels and reorder supplies as needed.
• Implement Health, Safety, and HR initiatives and procedures.
• Work with HR to hire, train, and manage technicians, ensuring engagement and skill development.
• Verify timecards for accurate payroll and manage team expenses.
• Conduct training for new and existing team members, including PeT-specific training.
• Build strong relationships with pet owners, veterinarians, and stakeholders.
• Maintain inventory and ensure equipment is in working order.
• Keep the facility "Tour-Ready" with cleanliness, safety measures, and adherence to maintenance schedules.
• Participate in audits and continuous improvement activities.
• Implement and reinforce Gateway’s operational standards, policies, and procedures.
• Audit the Care Center to identify and close gaps versus standards.
• Perform operational and customer service duties, including cremation processing, packaging, quality control, and route servicing.
• Manage local customer relations, including intake, visitations, and emergency pick-ups.
• Address client concerns confidently, with or without support.
• Engage with the Sales team on clinic retention and adoption initiatives.
• Perform other duties as required.

Requirements

• High School diploma or equivalent; post-secondary degree or diploma preferred.
• Three to five years of supervisory experience in an industrial or service environment with proven leadership.
• Certified in Pet Cremation (CPCOP).

Skills

• Demonstrated leadership with a focus on operations and business processes.
• Excellent people management, motivating, and empowering teams.
• Ability to work independently with minimal supervision, meeting timelines and budgets.
• Strong communication and interpersonal skills for building stakeholder relationships.
• Organizational and planning skills to prioritize tasks and manage demands.
• Attention to detail and accuracy for quality and safety standards.
• Problem-solving skills to identify issues and propose solutions.
• High integrity, work ethic, and attention to detail.

Working Conditions

• Regular bending, stooping, crouching, kneeling, sitting, and repetitive motion.
• Occasional lifting/moving of 100+ lbs.
• Exposure to high noise and high heat environments.
• Overtime and weekend work may be required during busy periods.
• Regular handling of deceased pets.