Memorialization Program Specialist

Memorialization Program Specialist

At Carriage Services, we are united by our purpose of creating premier experiences through innovation, empowered partnership, and elevated service. As a member of our team, you'll join a dynamic community dedicated to setting new standards in the Funeral and Cemetery profession. Join us on this exciting journey as we continue to shape the future of our industry. Carriage Services is an equal opportunity employer.

Compensation: $90+ yearly bonus eligibility

Job Type: FT

Location: 3040 Post Oak Blvd Houston, TX

The Memorialization Program Specialist is responsible for managing and supporting cemetery locations in the successful delivery of memorial products selected by client families. This role oversees the end-to-end process from design and ordering through delivery and installation, ensuring outstanding marker orders are completed accurately, timely, and in accordance with family expectations. The Memorialization Program Specialist will work closely with cemetery teams to identify and resolve outstanding orders, establish consistent processes and training, and provide the tools and support needed to prevent new sales from becoming backlog. The role will also monitor and report progress toward completing outstanding markers and converting undelivered products into recognized revenue. Success in this position will be measured by improved execution across the portfolio, timely fulfillment for client families, sustained reduction of backlog, and the establishment of a durable process that minimizes undelivered marker revenue going forward.

Key Responsibilities

• Manage the end-to-end design, order, delivery, and installation process for outstanding at-need and pre-need markers, prioritizing locations with the largest concentrations of backlog.
• For each undelivered order, confirm whether a marker design already exists on file; where one exists, move the order directly to ordering and installation.
• Work directly with Managing Partners, Sales Managers, and administrative staff at each location to clear backlog and keep new at-need and pre-need sales moving through the process rather than accumulating.
• Build and maintain the standard process and supporting documentation for taking a marker from sale through design, order, delivery, and installation.
• Identify and correct the root causes of undelivered revenue at each location, with the goal of minimizing or eliminating new backlog going forward, not just clearing what already exists.
• Recommend and implement enhancements to the current undelivered revenue process as gaps are identified.
• Train new team members on the marker design, order, and delivery process.
• Travel to and train staff at the highest-volume backlog locations, then extend training to remaining top locations on a prioritized schedule.
• Serve as the subject-matter resource for Managing Partners, Sales Managers, and admin staff on marker delivery process questions.
• Schedule, coordinate, and lead regular progress meetings with the larger locations carrying undelivered product.
• Track backlog, delivery progress, and revenue recognized by location, and report improvement on a regular, recurring basis to the Cemetery Development Manager and other stakeholders.

Qualifications

Required

• Associates degree or equivalent professional experience.
• Experience in operations, project management, revenue cycle, or process improvement, ideally within death care, healthcare, construction, or another field-operations, multi-site environment.
• Demonstrated ability to manage a multi-step process across many locations and hold local teams accountable to deadlines without direct authority over them.
• Strong organizational and project-tracking skills, with the ability to build and maintain clear reporting on progress and results.
• Comfortable leading meetings and training sessions with site-level teams, including Managing Partners, Sales Managers, and administrative staff.
• Willingness and ability to travel regularly to cemetery locations, including the highest-volume backlog sites.
• Strong written and verbal communication skills, including direct, empathetic communication with grieving families where needed.

Preferred

• Experience in the death care industry, cemetery operations, or memorial/monument products.
• Experience designing or overseeing training programs for field or site-level staff.
• Familiarity with revenue recognition concepts as they apply to product delivery and installation.