CARE TEAM MANAGER

Care Center Manager

The Care Center Manager is responsible for the leadership, performance, and accountability of all Care Center operations, including embalming, transfers, and cremation services. This role ensures all care center activities are executed with accuracy, timeliness, safety, and the highest level of dignity and respect. The Care Center Manager leads the Care Team, reinforces standards, and ensures consistent execution aligned with the company's mission, vision, values, and farewells fundamentals. This position owns team performance, operational efficiency, compliance, and the overall quality of care provided to every individual entrusted to the Care Center.

Key Responsibilities & Ownership

Care Center Operations (Primary Ownership)

• Oversee all embalming, transfer, and cremation operations
• Ensure all processes are completed accurately, safely, and within expected timeframes
• Monitor workflow and adjust resources to meet service demands
• Identify and resolve potential breakdowns in service, communication, or execution before they occur

Leadership & Team Development (Primary Ownership)

• Lead, coach, and proactively develop Care Team members across all functions
• Set clear expectations and consistently hold team members accountable to standards and performance
• Conduct performance reviews and provide ongoing feedback
• Promote a culture of ownership, teamwork, and continuous improvement

Quality, Accuracy & Compliance (Primary Ownership)

• Ensure strict adherence to identification, chain-of-custody, and documentation standards
• Maintain compliance with all regulatory, safety, and company requirements
• Monitor processes to ensure no errors, omissions, or rework
• Address and resolve issues immediately and proactively

Scheduling & Workforce Management (Primary Ownership)

• Oversee scheduling to ensure proper coverage across all Care Team functions
• Approve timecards, time off requests, and ensure payroll accuracy
• Monitor staffing levels and adjust based on operational needs
• Ensure team reliability, attendance, and accountability

Communication & Coordination (Primary Ownership)

• Communicate effectively with Funeral Directors, leadership, and internal teams
• Ensure all service details and operational needs are clearly understood and executed
• Escalate issues proactively and provide solutions
• Maintain alignment across departments

Equipment, Facility & Resource Management (Primary Ownership)

• Ensure all equipment, vehicles, and facilities are properly maintained and operational
• Coordinate repairs, maintenance, and supply needs
• Maintain inventory and ensure readiness of all Care Center resources

Financial & Performance Accountability (Primary Ownership)

• Meet or exceed financial and operational performance targets
• Monitor departmental performance metrics (e.g., service levels, efficiency)
• Ensure responsible use of resources and cost control

Family & Service Support (Shared Accountability)

• Support services as needed, including embalming, transfers, or cremation
• Ensure all interactions with families are handled with professionalism and compassion
• Reinforce service standards that reflect the company's commitment to excellence

Safety & Compliance (Primary Ownership)

• Maintain up-to-date knowledge of safety and regulatory requirements
• Ensure all team members follow OSHA and company safety standards
• Promote a culture of safety and accountability excellence

Behavioral Expectations

• Respect: Ensure every individual is treated with dignity and care
• Integrity: Enforce standards and do the right thing consistently
• Communication: Communicate clearly, proactively, and effectively
• Ownership: Take responsibility for all Care Center outcomes
• Teamwork: Build and support a strong, collaborative team
• Accountability: Hold self and others accountable to expectations
• Leadership: Lead by example and develop others
• Adaptability: Respond effectively to changing operational demands and priorities

Success in this role looks like

• Care center operations run smoothly with no service disruptions
• No identification, documentation, or process errors
• Team members consistently meet expectations and standards
• Strong accountability and ownership across the Care Team
• Equipment, facilities, and resources are maintained and operational
• Effective communication across all departments
• Performance goals and service standards are consistently achieved
• Care Team members demonstrate growth, accountability, and consistent adherence to standards

Minimum Education:

• Active Funeral Service Practitioner (FSP) License
• Associate or Bachelor's Degree preferred

Experience:

• 3-5 years in funeral service operations
• Leadership or supervisory experience preferred

Key Skills & Requirements:

• Strong leadership and team development skills
• Ability to manage multiple operations simultaneously
• Strong problem-solving and decision-making ability
• High attention to detail and process discipline
• Strong communication and organizational skills
• Ability to work in emotionally sensitive environments
• Valid driver's license with insurable record

Physical, Mental & Environmental Demands:

• Able to stand for up to 2 hours at a time
• Bend at waist and knees
• Pushing and pulling up to 150 pounds
• Lift overhead up to 25 pounds
• Grasp with both hands
• Fine manipulation with both hands for embalming and make-up application
• Work with toxic chemicals; i.e., formaldehyde, solvents, etc.
• Able to lift up to fifty (50) pounds from the floor.
• Grasping with hands to handle, control, or feel objects, tools, or controls.