Service Corporation International

Provides funeral services, cemeteries, & cremation

Operations Director

Business & StrategyUpdated on Nov 10

Full-timeMiami, FL, USAIn-person

About the Job

Requirements

A high school diploma or equivalent is required.
A bachelor's degree in Mortuary Science, or another degree required by applicable state or provincial law, is required.
At least five years of industry experience with increasing responsibilities is required.
At least two years of experience guiding staff and communicating expectations is required.
Ability to work evenings, nights, and weekends is required.
Conversance in the funeral industry and financial acumen are required.
Proficiency in the Microsoft Office suite is required.
Professional interpersonal skills, cultural sensitivity, and tact are required to interact with customers and resolve escalated issues.
Leadership skills and a desire to manage people are required.
Cognitive ability to reason, plan, solve problems, think abstractly and analytically, comprehend complex ideas, learn quickly, learn from experience, and apply learning appropriately to new situations is required.
A process- and results-oriented approach, including keeping projects moving by removing obstacles and exploring alternatives, is required.
Ability to create clear presentations and data visualizations to support decision-making and problem analysis is required.
Professional written and verbal communication skills, including public speaking, collaboration, and negotiation, are required.
Proficient working knowledge of HMIS, InfoPort, and CarePoint is required.
Bilingual Spanish proficiency is required.

Responsibilities

Manage the daily operations of a single funeral home location and line of business, fostering ownership and pride among staff, managing costs, encouraging profitable case-volume growth, achieving annual revenue, production, and profit-and-loss goals, developing an effective staff, and exceeding client-family expectations.
Work with Market Leadership to develop the annual business plan, budget, and financial, production, and revenue goals; prepare operational and personnel budgets; communicate company and market strategies, values, and goals to staff; and translate goals into actionable local plans.
Collaborate with the Finance Field Manager to monitor and understand financial trends, changes, and mechanisms for achieving financial goals.
Approve expenditures and invoices and manage overtime expenses.
Manage day-to-day operations by communicating expectations, delegating work, setting priorities, reviewing and revising schedules, resolving escalated customer issues, and ensuring compliance with regulations, procedures, and policies.
Collaborate with local management on resource sharing and operational improvements, and work with Market Leadership and corporate departments on product, process, and technology needs and improvements.
Participate in community, civic, or other organizations as part of local promotional efforts for the location and company.
Ensure facilities and grounds are maintained, clean, and in working order, and budget for repairs to equipment and furniture.
Plan and implement annual initiatives that may affect resources or goals across locations; collaborate with stakeholders to understand business needs and resource constraints and negotiate solutions.
Identify and implement solutions to improve efficiency, and support change initiatives by adapting to new work structures, processes, requirements, and cultures.
May receive or initiate calls to a deceased person's next of kin and facilitate arrangement conferences with concern and empathy, assessing needs and summarizing desired outcomes.
Discuss available life insurance and benefits, including veteran benefits, and promote funeral, cemetery, and crematory services and merchandise, including catering, flowers, music, and Everlasting Memory products.
May serve as Master of Ceremonies for visitation, funeral, or graveside services in a professional, organized, and caring manner consistent with company standards.
Confirm authorization to proceed with service arrangements; be present when a casket containing a human body is placed in a grave, crypt, or burial vault; and verify that personal belongings are removed from the deceased before burial according to the arrangements.
Develop a strong, trusting, and reliable team; provide oversight, guidance, coaching, formal and informal feedback, identify developmental needs, track progress, understand career aspirations, and assign development opportunities to build skills or close gaps.
Use a proactive and collaborative management style to increase employee engagement and minimize turnover.
Screen internal and external candidates and hire or promote skilled and effective staff; recommend pay increases, special pay, and career advancement.
Build effective business relationships across the organization.

Desired Qualifications

A technical diploma in Funeral Services or Mortuary Science is preferred.
A Funeral Director license, as required by state or provincial law and prescribed by each state board, is preferred.
Prior experience managing people is preferred.
Budgeting and expense-control experience is preferred.
Hospitality and Events Management experience is preferred.

Our associates celebrate lives. We celebrate our associates.

Manage the daily operations of a single Funeral Home location and single line of business. Foster a sense of ownership in the location and pride in the staff, manage costs in a disciplined manner, and encourage profitable case volume growth. Responsible for short-term planning as well as achieving annual sales revenue and production targets, Profit & Loss (P&L) goals, developing a professional and effective staff, and exceeding client family expectations.

JOB RESPONSIBILITIES

Financial Management

Work with Market Leadership to develop annual business plan and budget as well as financial, production and revenue goals. Prepare annual operational and personnel budgets. Communicate Company and Market strategies, values, and goals to staff. Interpret goals into local actionable plans.
Collaborate with Finance Field Manager to monitor and understand financial trend, changes, and mechanisms to drive financial goals.
Approve expenditures and invoices. Manage overtime to an acceptable expense.

Operations

Manage the day-to-day operations communicating expectations, delegating workload, and setting priorities ensuring annual goal achievement. Review and revise schedules ensuring on-time services that exceed customer expectations. Resolve escalated customer issues. Assure operations comply with regulations, procedures, and policies.
Collaborate with local Management for resource sharing, ideas, and business or operational enhancements. Work with Market Leadership and Corporate Departments on product, process, and technology needs and improvements.
Participate in community, civic, or other organizations as a part of the local promotional efforts of the location and the Company
Ensure the maintenance of facilities, and grounds are clean, manicured, and working order, budgeting appropriately for repairs including equipment and furniture
Plan and implement annual initiatives that may affect resources or goals across locations. Collaborate with stakeholders to understand business needs, resource constraints, and negotiate solutions.
Identifies and implements innovative solutions improving efficiencies. Supports change initiatives, maintaining effectiveness when experiencing major changes in work responsibilities or environment; quickly adjusts to work within new work structures, processes, requirements or cultures.

Funeral Arrangements & Directing

May receive or initiate call to deceased next of kin. Exhibiting concern and empathy, facilitates Arrangements Conference while assessing needs and summarizing desired outcomes. Discusses available life insurance and available benefits, such as Veteran. Promotes funeral, cemetery, and crematory services and merchandise such as catering, flowers, music, and Everlasting Memory products.
May preside as Master of Ceremonies (MC) for visitation, funeral, or graveside services in a professional, organized, and caring manner consistent with Company standards. Confirms authorization to proceed with service Arrangements. Present when the casket containing a human body is placed in a grave, crypt, or burial vault and verifies that any personal belongings are removed from the deceased prior to burial per the Arrangements.

Leadership and People Development

Develop a strong, trusting, and reliable team. Provide oversight, guidance, and coaching including regular informal and formal feedback, identifying developmental needs, and tracking progress. Understand team members career aspirations and provide assignments to develop skills and/or close gaps. Apply a proactive and collaborative management style in order to increase employee engagement and minimize turnover.
Responsible for screening candidates (internal and external) and hiring or promoting a skilled and effective staff. Recommends pay increases, special pays, and career advancements.
Build effective business relationships across the organizations

MINIMUM Requirements

Education

High school diploma or equivalent
Technical diploma in Funeral Services or Mortuary Science preferred
Bachelor’s degree in Mortuary Science or other degree as required by state/province law and as prescribed by each state board

Certification/License

Funeral Director license as required by state/province law and as prescribed by each state board preferred.

Experience

At least five (5) years’ industry experience with increasing responsibilities
At least two (2) years’ experience guiding staff and communicating expectations
Prior experience managing people a preferred
Budgeting and expense control experience preferred
Hospitality and Events Management preferred.

Knowledge, Skills and Abilities

Ability to work evenings and weekends
Conversant in industry and financial acumen
Proficient in MS Office suite
Professional interpersonal skills as well as cultural sensitivity and tactfulness to interact with customers to resolve escalated issues
Leadership skills and the desire to manage people
Cognitive Ability including reason, plan, solve problems, think abstractly and analytical, comprehend complex ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
Process and results oriented, motivated to keep projects moving ahead by removing obstacles and exploring alternatives
Ability to create clear presentations and data visualizations to assist in decision-making and problem analysis
Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and highly self-motivated
Professional written and verbal communication skills including public speaking, collaboration, and negotiation
Proficient working knowledge of HMIS, InfoPort, and CarePoint
Proficient MS Office Suite skills
Ability to work nights and weekends
Bilingual in Spanish required

Compensation:

Salary: $90,000 and $110,000 annually plus 20% ICP Bonus

Benefits:

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

Postal Code: 33135Category (Portal Searching): OperationsJob Location: US-FL - Miami

About the Company

Service Corporation International

Provides funeral services, cemeteries, & cremation

SCI is the leading provider of death care products and services in North America, operating funeral homes and cemeteries under the Dignity Memorial brand. It offers end-of-life services such as funeral planning, cremation, and cemetery property and services, delivering a consistent experience under Dignity Memorial. Its large, geographically diverse footprint with a mix of standalone and combined funeral-home/cemetery locations gives broad access and a standardized service offering. Its goal is to serve families with comprehensive, value-based death care and maintain market leadership in North America.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Houston, TX
Founded: 1962

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