Care Center Manager

Care Center Manager – Gateway Services Inc.

Gateway Services Inc. is North America’s leading pet aftercare provider, trusted by over 17,000 veterinary clinics. With more than 2,300 team members across 140+ locations, we support pet parents with dignity, compassion, and care — one pet at a time.

Plainfield, IL | Mon‑Fri 8 AM‑5 PM + some weekends | Full‑time

$70,000–$75,000 per year (Based on overall skill and experience)

If you are a pet parent yourself or someone who feels strongly about giving back to your community of pet lovers and veterinary professionals, this role could be a perfect fit.

The Operations Care Center Manager, reporting into the Regional Manager, is responsible for day‑to‑day decision‑making and team leadership pertaining to all aspects of operations. The Care Center Manager will also oversee the deployment of corporate strategic plans within the site’s operations and the effective and efficient operation of processes in support of the organization’s targets for productivity, quality, customer service excellence, revenue, Team Member engagement and profitability growth.

• 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…