About the Role

The Area Operations Manager is responsible for the complete operational and financial performance of Pet Meadow's Georgia and North Carolina operations. This leader is accountable for executing the Regional Operations Director's strategic vision while ensuring safe, compassionate, efficient, and profitable daily operations.

The Area Operations Manager provides leadership across all Centers of Excellence, Sub locations, and retail locations by driving Operational Excellence, EOS execution, Lean initiatives, financial performance, customer satisfaction, employee engagement, and regulatory compliance.

This position owns day-to-day business performance while developing future leaders and creating a culture centered on accountability, compassion, quality, and operational discipline.

Our Mission

We provide peace of mind by delivering transparent and reliable cremation services.

Our Core Values

As a leader within our organization, the Area Operations Manager is expected to embody and promote our core values in every aspect of operations, customer service, and team management:

• Reliable – We consistently deliver on our commitments and maintain the highest standards of service and accountability.
• Empathetic – We treat families, clients, and team members with compassion, understanding, and respect during difficult times.
• Customer Focused – We prioritize the needs of our customers and strive to exceed expectations through exceptional service and communication.
• Dedicated – We are committed to excellence, continuous improvement, and supporting the success of our team and organization.
• Detail Oriented – We pay close attention to every step of the process to ensure accuracy, quality, and compliance.

Leadership Expectations

The Area Operations Manager will lead by example, fostering a culture that reflects our mission and values. This role requires a commitment to operational excellence, outstanding customer service, employee development, and the compassionate care that families expect from our organization.

Core Responsibilities

Operational Leadership

Lead all operational functions including:

• Cremation/Aquamation Operations
• Packaging
• Memorial Products
• Special Services
• Transportation & Logistics
• Customer Service
• Witness Services
• Production Planning
• Inventory Control
• Fleet Operations
• Facility Maintenance
• Environmental Compliance

Ensure every operation consistently achieves excellence in:

• Safety
• Quality
• Service
• Cost
• Delivery
• Employee Engagement
• Customer Acquisition and Retention

Financial Leadership

Maintain full operational ownership of each site's financial performance.

Responsible for:

• Site Profit & Loss (P&L)
• Labor Management
• Budget Management
• Expense Control
• Break-Even Planning
• Cost Reduction Initiatives
• Capital Planning
• Inventory Optimization
• Productivity Improvement
• Equipment Utilization
• Labor Efficiency
• Overtime Reduction
• Operational Forecasting

Partner with the Regional Operations Director on:

• Annual Budget Development
• Monthly Financial Forecasting
• Capital Requests
• Profitability Strategies
• Growth Planning
• Capacity Planning

EOS Leadership

Serve as the regional EOS Champion.

Lead execution of:

• Level 10 Meetings
• Quarterly Rocks
• Annual Business Planning
• Scorecards
• Accountability Charts
• IDS (Identify • Discuss • Solve)
• Quarterly Conversations
• Company Vision Execution
• Department Priorities

Ensure every Site Manager successfully executes EOS disciplines.

Develop accountability throughout every department.

Lean Manufacturing & Continuous Improvement

Lead Operational Excellence using Lean and Six Sigma methodologies.

Champion:

• Lean Manufacturing
• Six Sigma
• Kaizen Events
• Value Stream Mapping
• Standard Work
• Visual Management
• 5S Workplace Organization
• Root Cause Analysis
• A3 Problem Solving
• DMAIC Methodology
• Waste Elimination
• Process Standardization
• Continuous Improvement

Develop a culture where every employee actively participates in operational improvement.

Leadership & Talent Development

Develop high-performing leaders throughout the region.

Responsible for:

• Hiring
• Coaching
• Performance Management
• Succession Planning
• Leadership Development
• Employee Retention
• Training Programs
• Cross Training
• Accountability
• Employee Recognition

Create future Site Managers and Regional Leaders.

Quality Excellence

Ensure operational excellence throughout every process.

Responsible for:

• SOP Compliance
• Chain of Custody
• Packaging Accuracy
• Memorial Quality
• Pet Identification Accuracy
• Customer Experience
• CAPA Management
• Internal Audits
• Quality Scorecards
• Corrective Action Plans
• Continuous Quality Improvement

Lead weekly Quality Excellence Reviews.

Safety & Environmental Compliance

Maintain industry-leading safety performance.

Ensure compliance with:

• OSHA
• EPA
• State Environmental Agencies
• Air Permits
• Water Permits
• DOT Regulations
• Biohazard Standards
• Crematory Regulations
• Environmental Best Practices

Champion a Zero Harm Safety Culture.

Production & Capacity Planning

Manage production across all facilities.

Responsible for:

• Production Scheduling
• Staffing Models
• Capacity Planning
• Equipment Utilization
• Facility Throughput
• Route Optimization
• Volume Forecasting
• Resource Allocation

Ensure facilities are positioned for future growth.

Customer Experience

Maintain exceptional service to:

• Veterinary Partners
• Pet Families
• Referral Partners
• Internal Customers

Monitor:

• Turnaround Time
• Customer Satisfaction
• Service Recovery
• Complaint Resolution
• On-Time Delivery

Strategic Growth

Partner with Sales, Marketing, and Corporate Leadership to support growth.

Support:

• New Facility Openings
• New Clinic Onboarding
• Capacity Expansion
• Market Development
• Operational Readiness
• Acquisition Integration

KPI Ownership

Own regional operational scorecards.

Monitor and improve:

Financial

• Revenue
• EBITDA
• Site Profitability
• Cost Per Pet
• Labor %
• Overtime %
• Inventory Costs

Operational

• Production Volume
• Turnaround Time
• Packaging Quality
• Route Efficiency
• Capacity Utilization
• Equipment Downtime

Quality

• Customer Satisfaction
• Defect Rates
• Rework
• Chain of Custody Accuracy
• Memorial Accuracy

Safety

• OSHA Incidents
• Near Misses
• Training Compliance
• Safety Audits

Leadership Competencies

The General Manager must demonstrate:

• Operational Excellence
• Financial Acumen
• Strategic Thinking
• Emotional Intelligence
• Accountability
• Coaching & Mentoring
• Data-Driven Decision Making
• Conflict Resolution
• Change Leadership
• Executive Communication
• Cross-Functional Collaboration

Minimum Qualifications

Experience

• 7–10 years of progressive operations leadership.
• Minimum 5 years leading multi-site operations.
• Experience managing multiple departments.
• Demonstrated P&L ownership.
• Experience leading managers and supervisors.
• Experience implementing Lean transformations.

Required Knowledge

• EOS (Entrepreneurial Operating System), including Level 10 Meetings, Rocks, Scorecards, IDS, Accountability Charts, and Quarterly Planning.
• Lean Manufacturing principles and continuous improvement tools.
• Six Sigma methodologies, with Green Belt certification preferred and Black Belt considered a strong advantage.
• Experience using KPIs and operational dashboards to drive accountability and decision-making.
• Strong understanding of labor planning, budgeting, forecasting, and operational financial management.

Preferred Certifications

• Lean Six Sigma Green Belt (Required Preferred)
• Lean Six Sigma Black Belt (Highly Preferred)
• EOS Integrator or EOS leadership experience (Preferred)
• OSHA 30
• Project Management certification

Travel Requirements

• Up to 50% travel throughout Georgia and North Carolina.
• Ability to work in industrial production facilities, crematories, warehouses, transportation environments, and office settings.
• Availability for occasional evenings, weekends, and emergency operational support.

Success Measures (First 12 Months)

The General Manager will be evaluated on:

• Achievement of site P&L targets.
• Successful execution of EOS Rocks and quarterly priorities.
• Reduction in labor and operating costs while maintaining service levels.
• Improvement in quality metrics, customer satisfaction, and turnaround times.
• Increased employee engagement, retention, and leadership development.
• Full implementation of Lean and Six Sigma initiatives across all facilities.
• Achievement of safety, compliance, and environmental goals.
• Standardization of operations across Georgia and North Carolina.
• Development of a sustainable leadership pipeline through coaching, succession planning, and accountability.