Service Director

Lead Service Director Location: Laguna Hills, CA Reports To: Service Director Manager; General Manager / Operations Employment Type: Full-Time Position Overview The Lead Service Director serves as the primary on-site leader and ambassador of O'Connor Mortuary, responsible for delivering exceptional, seamless, and deeply meaningful funeral and memorial services. This role requires a high level of emotional intelligence, professionalism, and operational excellence. The Lead Service Director ensures that every service reflects the wishes of the family with precision, dignity, and care while coordinating all event logistics, staff, clergy, and external partners. This individual sets the standard for service excellence and leads by example in all interactions with families, guests, and team members. We seek candidates who are drawn to meaningful work and committed to serving others with empathy, integrity, and professionalism. At O'Connor Mortuary, our core purpose is to Heal Hearts, Inspire Trust, and Comfort Souls, and we value individuals who naturally embody compassion, clear communication, and respect in every interaction. The ideal candidate approaches each responsibility with care and accountability, contributes positively to a supportive team environment, and upholds the highest standards of service for the families and communities we serve. Compensation and Benefits Starting Rate: $25.00/hour (approx. $52,000 annually) Benefits: Medical and dental plans available after 60 days Company contributes a flat rate toward selected plans Dependent coverage available (employee-paid) Safe Harbor 401(k) Paid Time Off (PTO): Accrues after 90 days Eligible for participation in a quarterly incentive program tied to family satisfaction evaluations and individual performance metrics, recognizing excellence in service delivery, professionalism, and overall contribution to organizational success. Minimum Qualifications High school diploma or equivalent Valid driver's license with a clean driving record Ability to operate fleet vehicles (hearse, van, etc.) Basic computer proficiency (CRM systems, scheduling tools) Ability to multitask and manage competing priorities Ability to lift 2030 lbs and navigate stairs Preferred Experience Prior experience in funeral service, mortuary, crematory, or a related field Experience in customer service, hospitality, or event coordination Familiarity with faith-based or cultural service traditions Core Responsibilities Service Leadership and Execution Lead and oversee all aspects of funeral, memorial, visitation, and graveside services Ensure flawless execution of services in accordance with family wishes and company standards Act as the primary point of contact for families during services, providing guidance, reassurance, and support Coordinate with clergy, celebrants, venue staff, and vendors to ensure alignment and timing Event Planning and Coordination Collaborate with arrangers to fully understand family preferences, cultural considerations, and service details Review and execute all elements outlined in the Service Instruction Form Manage event setup, flow, and breakdown with precision and attention to detail Anticipate needs and proactively resolve issues in real time Family and Guest Experience Provide compassionate, professional, and attentive care to grieving families Greet and assist guests, ensuring a welcoming and organized environment Maintain composure and empathy in emotionally sensitive situations Operational Duties Transport decedents with dignity from hospitals, residences, or coroner's offices Drive company vehicles to and from service locations Assist with procurement of necessary legal documents when needed Support flower deliveries and service-related logistics Participate in general facility upkeep and maintenance Team Collaboration Work closely with Service Assistants and other staff to ensure smooth operations Mentor and support team members, modeling professionalism and service excellence Foster a collaborative, respectful, and proactive team environment Training and Development Structured, hands-on training through shadowing experienced directors Gradual transition into lead responsibilities with ongoing mentorship Performance evaluations conducted by leadership prior to independent assignment Continuous development with opportunities for advancement Schedule Expectations Rotating schedule, including every other weekend Flexibility required for evenings, weekends, and holidays based on service needs Key Skills and Competencies Leadership and Accountability Takes ownership of service outcomes and team performance Demonstrates sound judgment and decision-making under pressure Leads with confidence, professionalism, and integrity Compassion and Emotional Intelligence Exhibits genuine empathy and sensitivity toward grieving families Reads emotional cues and adapts approach accordingly Maintains professionalism in highly emotional environments Communication Excellence Clear, calm, confident, compassionate and effective verbal communication Strong active listening and ability to guide sensitive conversations Ability to build trust quickly with diverse individuals Strong listening skills and attention to detail Organization and Execution Exceptional time management and multitasking ability Strong attention to detail in high-stakes environments Ability to anticipate needs and prevent issues before they arise Adaptability and Problem-Solving Thrives in dynamic, fast-paced environments Responds effectively to changing priorities and unexpected needs Maintains composure under pressure Teamwork and Professionalism Adheres to strict grooming and dress standards Demonstrates humility, accountability, and a team-first mindset Works collaboratively and supports team success Always represents the organization with dignity and respect Performance and Growth Employee performance is evaluated based on service execution, professionalism, leadership effectiveness, and overall contribution to the family experience and team operations. A formal performance review will be conducted at the 6-month mark to assess progress, core competency development, and alignment with company standards and expectations. This review will include feedback on service quality, communication skills, leadership capabilities, and adherence to operational procedures. Following the initial review, employees will transition to annual performance evaluations, which will assess continued growth, consistency in performance, and readiness for increased responsibility or advancement opportunities. Ongoing feedback and coaching will be provided throughout employment to support development and ensure success in the role. Opportunities for compensation adjustments and career advancement will be considered based on performance, demonstrated leadership, and organizational needs. Opportunities for advancement based on performance, leadership, and demonstrated capability O'Connor Mortuary prioritizes internal promotion and career development Additional Information This is an at-will position O'Connor Mortuary is an equal opportunity employer