Our Core Values

As a leader within our organization, the Area Operations Manager is expected to embody and promote our core values in every aspect of operations, customer service, and team management:

Reliable – We consistently deliver on our commitments and maintain the highest standards of service and accountability.
Empathetic – We treat families, clients, and team members with compassion, understanding, and respect during difficult times.
Customer Focused – We prioritize the needs of our customers and strive to exceed expectations through exceptional service and communication.
Dedicated – We are committed to excellence, continuous improvement, and supporting the success of our team and organization.
Detail Oriented – We pay close attention to every step of the process to ensure accuracy, quality, and compliance.

Leadership Expectations

The Area Operations Manager will lead by example, fostering a culture that reflects our mission and values. This role requires a commitment to operational excellence, outstanding customer service, employee development, and the compassionate care that families expect from our organization.

Core Responsibilities

Operational Leadership

Lead all operational functions including:

Cremation/Aquamation Operations
Packaging
Memorial Products
Special Services
Transportation & Logistics
Customer Service
Witness Services
Production Planning
Inventory Control
Fleet Operations
Facility Maintenance
Environmental Compliance

Ensure every operation consistently achieves excellence in:

Safety
Quality
Service
Cost
Delivery
Employee Engagement
Customer Acquisition and Retention

Financial Leadership

Maintain full operational ownership of each site's financial performance.

Responsible for:

Site Profit & Loss (P&L)
Labor Management
Budget Management
Expense Control
Break-Even Planning
Cost Reduction Initiatives
Capital Planning
Inventory Optimization
Productivity Improvement
Equipment Utilization
Labor Efficiency
Overtime Reduction
Operational Forecasting

Partner with the Regional Operations Director on:

Annual Budget Development
Monthly Financial Forecasting
Capital Requests
Profitability Strategies
Growth Planning
Capacity Planning

EOS Leadership

Serve as the regional EOS Champion.

Lead execution of:

Level 10 Meetings
Quarterly Rocks
Annual Business Planning
Scorecards
Accountability Charts
IDS (Identify • Discuss • Solve)
Quarterly Conversations
Company Vision Execution
Department Priorities

Ensure every Site Manager successfully executes EOS disciplines.

Develop accountability throughout every department.

Lean Manufacturing & Continuous Improvement

Lead Operational Excellence using Lean and Six Sigma methodologies.

Champion:

Lean Manufacturing
Six Sigma
Kaizen Events
Value Stream Mapping
Standard Work
Visual Management
5S Workplace Organization
Root Cause Analysis
A3 Problem Solving
DMAIC Methodology
Waste Elimination
Process Standardization
Continuous Improvement

Develop a culture where every employee actively participates in operational improvement.

Leadership & Talent Development

Develop high-performing leaders throughout the region.

Responsible for:

Hiring
Coaching
Performance Management
Succession Planning
Leadership Development
Employee Retention
Training Programs
Cross Training
Accountability
Employee Recognition

Create future Site Managers and Regional Leaders.

Quality Excellence

Ensure operational excellence throughout every process.

Responsible for:

SOP Compliance
Chain of Custody
Packaging Accuracy
Memorial Quality
Pet Identification Accuracy
Customer Experience
CAPA Management
Internal Audits
Quality Scorecards
Corrective Action Plans
Continuous Quality Improvement

Lead weekly Quality Excellence Reviews.

Safety & Environmental Compliance

Maintain industry-leading safety performance.

Ensure compliance with:

OSHA
EPA
State Environmental Agencies
Air Permits
Water Permits
DOT Regulations
Biohazard Standards
Crematory Regulations
Environmental Best Practices

Champion a Zero Harm Safety Culture.

Production & Capacity Planning

Manage production across all facilities.

Responsible for:

Production Scheduling
Staffing Models
Capacity Planning
Equipment Utilization
Facility Throughput
Route Optimization
Volume Forecasting
Resource Allocation

Ensure facilities are positioned for future growth.

Customer Experience

Maintain exceptional service to:

Veterinary Partners
Pet Families
Referral Partners
Internal Customers

Monitor:

Turnaround Time
Customer Satisfaction
Service Recovery
Complaint Resolution
On-Time Delivery

Strategic Growth

Partner with Sales, Marketing, and Corporate Leadership to support growth.

Support:

New Facility Openings
New Clinic Onboarding
Capacity Expansion
Market Development
Operational Readiness
Acquisition Integration

KPI Ownership

Own regional operational scorecards.

Monitor and improve:

Financial

Revenue
EBITDA
Site Profitability
Cost Per Pet
Labor %
Overtime %
Inventory Costs

Operational

Production Volume
Turnaround Time
Packaging Quality
Route Efficiency
Capacity Utilization
Equipment Downtime

Quality

Customer Satisfaction
Defect Rates
Rework
Chain of Custody Accuracy
Memorial Accuracy

Safety

OSHA Incidents
Near Misses
Training Compliance
Safety Audits

Leadership Competencies

The General Manager must demonstrate:

Operational Excellence
Financial Acumen
Strategic Thinking
Emotional Intelligence
Accountability
Coaching & Mentoring
Data-Driven Decision Making
Conflict Resolution
Change Leadership
Executive Communication
Cross-Functional Collaboration

Minimum Qualifications

Experience

7–10 years of progressive operations leadership.
Minimum 5 years leading multi-site operations.
Experience managing multiple departments.
Demonstrated P&L ownership.
Experience leading managers and supervisors.
Experience implementing Lean transformations.

Required Knowledge

EOS (Entrepreneurial Operating System), including Level 10 Meetings, Rocks, Scorecards, IDS, Accountability Charts, and Quarterly Planning.
Lean Manufacturing principles and continuous improvement tools.
Six Sigma methodologies, with Green Belt certification preferred and Black Belt considered a strong advantage.
Experience using KPIs and operational dashboards to drive accountability and decision-making.
Strong understanding of labor planning, budgeting, forecasting, and operational financial management.

Preferred Certifications

Lean Six Sigma Green Belt (Required Preferred)
Lean Six Sigma Black Belt (Highly Preferred)
EOS Integrator or EOS leadership experience (Preferred)
OSHA 30
Project Management certification

Travel Requirements

Up to 50% travel throughout Georgia and North Carolina.
Ability to work in industrial production facilities, crematories, warehouses, transportation environments, and office settings.
Availability for occasional evenings, weekends, and emergency operational support.

Success Measures (First 12 Months)

The General Manager will be evaluated on:

Achievement of site P&L targets.
Successful execution of EOS Rocks and quarterly priorities.
Reduction in labor and operating costs while maintaining service levels.
Improvement in quality metrics, customer satisfaction, and turnaround times.
Increased employee engagement, retention, and leadership development.
Full implementation of Lean and Six Sigma initiatives across all facilities.
Achievement of safety, compliance, and environmental goals.
Standardization of operations across Georgia and North Carolina.
Development of a sustainable leadership pipeline through coaching, succession planning, and accountability.

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