Growth Operations Lead responsible for maximizing revenue and conversion across French B2B2C partnerships. Join papernest's international team to transform contract management.
About the role
- Operations Care Center Manager at Gateway Services overseeing daily operations for pet aftercare. Ensuring compliance, performance, and team management while fostering excellent service for clients.
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
Requirements
- High School diploma or equivalent
- 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
- 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 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
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