Role overview

Qualifications

Bachelor's degree preferred
5+ years leadership in customer service/client care
Multi-site leadership experience
Strong analytical and coaching skills

Responsibilities

Lead Client Care Operations North America wide
Standardize service processes
Coach Client Care leaders
Develop training programs
Monitor KPIs and customer feedback
Lead workforce planning
Partner with Operations
Drive continuous improvement
Present performance insights to leadership

Hard skills

Operational Excellence Performance Management KPI Management Client Services Workforce Planning Continuous Improvement Process User Feedback

Other skills

Leadership
Customer Service
Training And Development
Coaching
Analytical Skills

About the company

Gateway Services Inc.

Pet Services

Gateway Services is North America’s leading accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With 150+ locations, 2,000 team members and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them.Built on the foundation of Gateway Pet Memorial Services, Canada’s first accredited pet aftercare provider, Gateway Services Inc. continues to carry the legacy of ethical pet cremation across North America.As a team of talented people with a shared vision for upholding the highest pet aftercare standards in the industry, we believe that the same principles that guided the path of Gateway Pet Memorial – respect, honesty, trust, and integrity – hold true for today.From our leading-edge technology and extensive line of products to our streamlined processes and modern facilities, we have established the benchmark for the highest level of pet aftercare across our group of companies.With a solid reputation for helping veterinary partners give their clients the best pet aftercare services possible, we are always mindful of our special responsibility to provide a dignified and respectful memorial choice for every pet.OUR VISIONAs the cornerstone for pet aftercare, we will continue to build our family of companies and create meaningful partnerships in order to offer the best pet aftercare services across North America.OUR VALUES• People First• Exceed Expectations• (HIT) Honesty, Integrity, Trust• Be Passionate and Caring• Continuously ImproveGateway has proudly achieved the esteemed Great Place To Work Certification™ in both Canada and the USA, a testament to our exceptional workplace culture and employee satisfaction. Join our team and experience the rewarding environment that has earned us this prestigious recognition.

Company details

Company typeSME

IndustryPet Services

Company size201 - 500

Links

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Job description

Client Care Operations Manager| Customer Care & Family Support

(Internal Title: Manager, Client Care Operations)

📍 Location: Remote USA
💲 Compensation: $80,000-90,000 + Annual Incentive
✈️ Travel: As Needed
🕒 Schedule: Full-Time
💼 Benefits: Industry-Leading Benefits Package

Lead the Team Behind Every Exceptional Client Experience

At Gateway Services, we help families through one of life's most difficult moments. As Manager, Client Care Operations, you'll lead the programs, standards and strategies that shape client care across Gateway's North American Care Centers, partnering with Operations and leadership to deliver a consistent, compassionate customer experience.

Why Gateway?

Newly created leadership role
Influence client care across North America
Partner with senior leaders
Drive operational excellence
Competitive salary and incentive
Career growth

Benefits You'll Appreciate

Medical, Dental & Vision
401(k) with employer match
Company-paid Life Insurance
Company-paid LTD
Paid vacation and holidays
Employee Assistance Program
Gateway CarePath
Pet Insurance

More Than Client Care

The Manager, Client Care is responsible for leading and supporting client care operations across Gateway's North American Care Centers. This role focuses on delivering a consistent, compassionate, and high-quality client experience through standardized processes, performance management, training, and continuous improvement initiatives.

The Manager, Client Care partners closely with Care Center leadership, Operations, Marketing, Human Resources, and other support functions to ensure client care teams are equipped to provide exceptional service while meeting operational and performance objectives. This position serves as the primary leader for client care programs, service standards, and customer experience initiatives across the organization.

How You'll Make an Impact

Lead Client Care Operations North America wide.
Standardize service processes.
Coach Client Care leaders.
Develop training programs.
Monitor KPIs and customer feedback.
Lead workforce planning.
Partner with Operations.
Drive continuous improvement.
Present performance insights to leadership.

What We're Looking For

Bachelor's degree preferred.
5+ years leadership in customer service/client care.
Multi-site leadership experience.
Strong analytical and coaching skills.

Working Environment

Remote
Travel up to 25%.
Occasional evenings/weekends.

Ready to Shape the Future of Client Care?

If you're passionate about elevating customer experience and operational excellence,

Apply Today.

Gateway Services is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all Team Members.

New employees joining Gateway Services will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov

Monday-Friday: 8am-5pm