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Manage the At-Need Operations Department in accordance with Company policy and state and federal regulations by using skills and experience in business management, leadership, risk management, human resources development, and professional development to provide excellent service to every customer and achieve departmental sales goals.

**Essential Job Functions:** Must be able to perform the essential functions of the job with or without reasonable accommodations.

Business & Sales Management

+ **_Sales Management_** – Meet or exceed annual sales revenue targets for the Operations staff by promoting the use of appropriate sales techniques. Lead, support and motivate At-Need Operation Specialists and Counselors to achieve both individual as well as team departmental goals.

+ **_Customer service_** – Monitor areas of responsibility to assist in providing a high level of customer service necessary to achieve a Medallia rating that is in line with targeted goals. Assist leadership team in the development of tools to proactively assist in the identification of service performance trends and assist in the development of enhancement measures as necessary.

+ **_Process Management_** – Proactively identify cost savings and revenue enhancement opportunities. Recommend changes to guarantee customer satisfaction, and change processes and/or policies to improve productivity.

+ **_Budget_** – Monitor expenses and capital expenditures for assigned cost centers & capital projects within approved guidelines and provide detailed information for analysis as necessary. Establish safeguards against fraud, waste, and inefficiency.

+ **_Policies & procedures_** – Ensure that written policies and procedures are current for all key business processes, and that staff is well informed and trained in them; ensure that any new policies and procedures comply with the SCI Health & Safety manual.

+ **_Goods and services_** – Ensure that the goods and services the departments provide align with customer needs and support the Company’s strategic initiatives.

+ **_Technical Knowledge_** – Able to identify customer expectations and leverage key components such as automation to enhance consumer experience.

+ Understand and achieve annual SMART goals applied to each area.

Leadership

+ Provide leadership to all departments in the Manager of At-Need Operation areas of responsibility by setting the example, providing encouragement and support, and insuring that staff is trained at regular intervals.

+ Ensure that open two-way communication occurs daily with all the staff; schedule monthly staff meetings with written agendas and action items; maintain written records of the meetings.

+ Must be able to lead team of supervisors to communicate and deliver visions and goals, as defined by upper management.

+ Champion the Company’s strategic goals by understanding them, articulating them, and partner with Operations Management to achieve those goals.

+ Consistently model Company values of integrity, teamwork, communication, compassion, and creativity.

+ Align department goals and activities with the Company goals.

+ Actively participate and contribute in cross-functional dialogue to improve customer service, increase productivity and profitability.

+ Actively participate in and promote Town Hall meetings for improved employee communications.

+ Consistently demonstrate a high level of critical thinking when providing solutions to business issues.

+ Maintain a positive working relationship with co-workers.

+ Promote a safe work environment for all employees.

+ Establish and maintain clear written job expectations, procedures, and quality service guidelines for At-Need Operations as necessary.

+ Provide constructive feedback and positive recognition when appropriate.

+ Take appropriate written corrective action when required.

+ Demonstrate active support for senior management and the Company in meetings, in training, and in one-on-ones.

Risk Management

+ Ensure that all Office activities are conducted in accordance with the rules and regulations of the Company and with state and federal regulatory agencies so that no fines or citations are issued for noncompliance.

+ Ensure that regular Health & Safety Meetings are held and documented, and that all staff are fully trained in every health & safety regulation.

Human Resources Development

+ Provide regular training, cross training, skill enhancement, and educational opportunities for all staff; ensure that all these efforts are documented and that records are placed in the Offices’ training files and in the Employee Personnel File in Human Resources.

+ Ensure that the Offices’ human resource development plans align with the Company business strategy.

+ Actively promote Town Hall Meetings to encourage open employee communication, and encourage contributions to and reading of the Buzz Newsletter to foster teamwork and unity.

+ Work with staff to set periodic attainable goals in each area of their responsibilities; regularly monitor progress to stay on track; and ensure that goals align with Company strategy.

Professional Development

+ Work with the Director of At-Need Operations to set professional development goals and schedules.

+ Ensure that seminars, classes, and other professional development opportunities align with Company strategy; and that they contribute to job satisfaction and personal growth.

+ Participate in community organizations and events that promote Rose Hills and that align with the Company community relations plan.

Experience and Education Requirements:

+ Five years or more of experience within the funeral and cemetery services industry required

+ Five years or more of supervisory or management experience preferred

+ B.A. preferred, Minimum of two years of college; or A.A. degree, required

+ Valid CA Driver’s License required

+ CA Funeral Director’s License preferred

+ CA Cemetery Manager’s License preferred

+ Retail sales, project management and customer service background a plus

Special Skills:

+ Advanced level skill using MS Excel

+ Advanced presentation skills using MS PowerPoint

+ Advanced level skill us MS Word

+ Advanced proficiency in HMIS

+ Public speaking skills

+ Demonstrated skill in achieving operation goals

+ Knowledge of policy development, EEO, and Cal OSHA regulations

+ Ability to successfully direct at-need operations

+ Networking throughout the community

+ Excellent oral and written English communications skills

+ High level of critical thinking and problem solving

+ Knowledge of Rose Hills Park Rules & Regulations and Rose Hills Cemetery Price Book

+ Good interpersonal skills to relate well with people at all levels

+ Ability to train others

+ Excellent interpersonal relations skills

+ Detail-mindedness

+ Problem solving skills

+ Self-motivated and flexible

+ Warmth, compassion, empathy

+ Diplomacy under pressure

+ Ability to multi-task, prioritize tasks, and differentiate level of importance

Key Competencies:

As Mid-Level Management, incumbent is expected to meet the Key Competency requirements of Open Communication, Building Relationships, Personal Leadership, and Commitment to Quality, Business Focus, and Customer Focus. Meeting the behavior standards in each Competency links directly to the annual Performance Review.

Compensation:

Exempt: $100,000 - $115,000/year

Plus inclusion in the Company Incentive Compensation Program

Benefits (dependent upon eligibility):

Medical*Dental*Vision*Flexible Spending Accounts (health care and dependent care)*Health

Savings Account with Company Contribution*Sick Leave*Short-Term Disability*Long-Term

Disability*Life Insurance*Voluntary Accidental Death or Dismemberment Insurance*Dependent

Life Insurance*SCI 401(k) Retirement Savings Plan with Company match*Employee Assistance

Program

_Rose Hills is an Equal Opportunity Employer. The company’s hiring procedures do not_

_discriminate against any person on the basis of race, color, national origin, religion, ethnicity,_

_age, sex, sexual-orientation, veteran’s status or disability, or any other legally protected status._

_SCI Shared Resources, LLC is committed to an inclusive, barrier-free recruitment and_

_selection process. On request, we will seek to provide appropriate accessibility options to all_

_applicants with disabilities._

_As part of your pre-employment background check, your criminal conviction history will be verified given that this role requires the following material job duties: Supervising/management role that requires working with and leading associates. Convictions creating a direct, adverse, and negative relationship with the identified job duties may result in withdrawal of a conditional job offer._

Postal Code: 90601

Category (Portal Searching): Operations

Job Location: US-CA - Whittier

Job Profile ID: R00176

Time Type: Full time

Location Name: Rose Hills Company