Gateway · 7 hours ago
Operations Care Center Manager
Paso Robles, CA
Full-time
Onsite
Mid, Senior Level
$70K/yr - $80K/yr
3+ years expGateway Services Inc. is North America’s leading pet aftercare provider, trusted by over 17,000 veterinary clinics. The Operations Care Center Manager is responsible for day-to-day decision-making and team leadership pertaining to all aspects of operations, ensuring compliance, productivity, and customer service excellence at the Care Center.
BankingFinanceFinancial Services
No H1B
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 labor requirements 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
Qualification
Required
High School diploma or equivalent
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 work ethic
Strong attention to detail
Preferred
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)
Benefits
Employee referral program – bring great people into our family and earn rewards
Medical, Dental, and Vision Plans with low co-pays designed to support you and your family
Company-paid Life, AD&D and LTD insurance for all full-time employees.
Critical Illness, Accident, and Pet Insurance available as voluntary benefits
401(k) with employer match – we invest in your future
Great Hearts and Minds Program – limited annual subsidy for your dependents’ education
Tuition assistance – up to $2,000 for approved education courses
Grow with Gateway Program – access to in-house learning and development for your career goals including the Gateway Management Advancement program (G-MAP)
Established Talent Management practices allows our employees to thrive and grow while in our employ
Employee wellness and support programs accessible in an established Employee Assistance Program
Paid holidays and PTO so you can rest, recharge, and enjoy time with family
Physical activity - Not built to sit behind a desk, don't worry this role will get you out and about doing some physical activity
Sustainability is as important to us as it is to those communities that we serve
Opportunity to do something meaningful with your life - Support others in their time of need.
Company
Gateway
Gateway, headquartered in Jenks, Oklahoma, is a leading financial institution that provides banking and mortgage services to individuals and businesses.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2019-05-01Corporate Round
Leadership Team
Kyle Hubbard
Chief Executive Officer
Jonathan Wallace
Chief Financial Officer
Recent News
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