Manager Bronze Marker Operations
Our associates celebrate lives. We celebrate our associates.
This role manages the Bronze Memorial and Storage Department. This includes ensuring bronze marker orders are designed to the specifications of customers and stored accurately. The manager leads a team of customer service specialists, designers and project support staff.JOB RESPONSIBILITIES
Department Management
- Recommend, implement, and insure adherence to policies, procedures, processes, standards, and workflows related to Bronze Marker operations.
- Establish production KPIs and conduct quality assessments to achieve productivity targets, eliminate errors, and deliver excellent customer service
- Manage needs of internal and external customers
- Work closely with location management and other field associates to ensure customers’ needs are met effectively
- Lead, motivate, and support team within a time-sensitive environment
- Plan, assign, and direct work of the team
- Troubleshoot and resolve escalated issues for the Department
- Collaborate with cross-functional teams to improve proprietary tools and systems
- Work with leader on business initiatives, budgeting and other special projects when needed
- This is not intended to be an all-inclusive list of the essential functions or duties related to this job
People Development
- Responsible for the hiring, development and career pathing for all team members
- Ensure proper training and education so associates can be successful in their roles
- Establish professional relationship with team to drive strategic business initiatives
- Effectively and efficiently address concerns, conflicts and scheduling needs
MINIMUM Requirements
Education
- High school diploma or equivalent
- Bachelor’s degree in Business Administration or related field preferred
Experience
- Four (4) years applicable work experience in managing operations
- Two (2) years customer service experience required
- Two (2) years supervisory experience required
- Funeral industry experience preferred
Knowledge, Skills and Abilities
- Efficient team management skills
- Good knowledge of operations management
- Strong knowledge of process improvement
- Highly detail oriented with a careful eye for quality control
- Advanced Microsoft skills a plus
- Self-motivated and driven to produce results within tight deadlines and with maximum quality within allowed time constraints
- Excellent verbal and written communication skills and presentation skills, including ability to speak in front of groups
- Excellent critical thinking and problem solving skills
- Diplomacy and influence skills, conflict management skills
Work CONDITIONS
Work Environment
- Work indoors during all seasons and weather conditions
- Comply with Corporate dress code policy
Work Postures
- Sitting continuously for many hours per day, up to 6 hours per day
- Climbing stairs to access buildings frequently
Physical Demands
- Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
Work Hours
- Working beyond “standard” hours as the need arises
- Travel up to 5%