Our associates celebrate lives. We celebrate our associates.

Manage the Funeral Services Department, including Mortuary Services Department and Visitation Center in accordance with Company policy, and state and federal regulations; and by using skills and experience in business management, funeral services, leadership, risk management, human resources development, and professional development to provide excellent service to every customer.

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

Business & Sales Management

• Customer Service – Oversee assigned areas to ensure consistently high levels of customer service, as measured by customer feedback before, during, and after services. Partner with leadership to identify service trends and implement improvements.
• Process Management – Identify and recommend process improvements that reduce costs, enhance revenue, improve productivity, and strengthen the customer experience.
• Budget Management – Monitor operating expenses and capital expenditures for assigned cost centers and projects. Provide accurate financial data for analysis and implement controls to prevent fraud, waste, and inefficiency.
• Policies & procedures – Maintain current written policies and procedures for key business processes. Ensure staff are trained in these policies and that all updates comply with the SCI Health & Safety Manual.
• Goods and services – Ensure departmental goods and services meet customer needs and align with company strategic priorities. Familiarity with our chapels, facilities, and necessary equipment/supplies pertinent to funeral services. Demonstrate understanding of Rose Hills’ standards for family-facing resources, ensuring timely maintenance and repairs to meet expectations.
• Goals & objectives - Achieve assigned annual SMART goals across all areas of responsibility.

Leadership

• Provide leadership to all departments in the Funeral & Mortuary Services areas of responsibility by setting the example, providing encouragement and support, and ensuring that the staff is trained at regular intervals.
• Provide accountability to ensure department and company expectations are met on a consistent basis. Provide coaching, training or disciplinary actions in a timely manner as required.
• Ensure that open two-way communication occurs daily with all the staff; schedule regular staff meetings with written agendas and action items; maintain written records of meetings.
• Consistently model Company values of Respect, Integrity, Service Excellence and Enduring Relationships.
• Align department goals and activities with the Company goals.
• Actively participate and contribute in cross-functional dialogue to improve customer service, increase productivity and efficiency.
• Consistently demonstrate a high level of critical thinking when providing solutions to business issues.
• Maintain a positive work environment at all levels of Funeral & Mortuary Services.
• Promote a safe work environment for all employees.
• Establish and maintain clear written job expectations, procedures, and quality service guidelines for Funeral & Mortuary Service 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.
• Working knowledge of HMIS, specifically as it pertains to at-need contracts, vendor payments, including check processing and similar requests involving the Business Office.

Risk Management

• Ensure that all Funeral Service activities are conducted in accordance with the rules and regulations of the Company as well as 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.
• Experience and/or knowledge pertaining to HR issues, such as worker’s compensation, reporting safety incidents, and addressing safety & compliance concerns.

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 human resource development plans are aligned with the Company business strategy.
• Collaborate with staff to set periodic attainable goals in each area of their responsibilities; regularly monitor progress to stay on track; and ensure that goals are aligned with Company strategy.

Professional Development 

• Collaborate with the Director of Mortuary Operations to set professional development goals and schedules.
• Ensure that seminars, classes, and other professional development opportunities are aligned 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 are aligned with the Company community relations plan.

Key Competencies:

As a member of 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.

Experience and Education:

Five years or more of experience within the funeral and cemetery services industry preferred.

Two years or more of supervisory or management experience required; five years preferred.

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

Valid CA Driver’s License required.

CA Funeral Director’s License preferred.

Customer service background required.

Special Skills

Working experience with MS Word, Excel, PowerPoint and Outlook

Advanced proficiency in HMIS

Public speaking skills

Demonstrated skill in achieving operation goals.

Knowledge of policy development, EEO, and Cal OSHA regulations

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

Good people skills to relate well with people at all levels.

Ability to train others.

Excellent interpersonal relations skills

Detail-mindedness

Critical thinking skills.

Initiative-taking and flexible

Warmth, compassion, empathy

Diplomacy under pressure

Ability to multi-task, prioritize tasks, and differentiate levels of importance.

High level of communication and listening skills.

Cultural sensitivity to the diverse community that Rose Hills serves.

Current HBV vaccination

Working Environment

Manage the performance of employees engaged in funeral service operations with continual interruptions, changing priorities, and daily deadlines.  Work indoors and outdoors in all weather conditions directing funeral services for grieving families.  The atmosphere can be heavy with grief and emotions. Incumbent must be able to work effectively in this atmosphere by not letting it affect his/her ability to provide the level of professional service that families expect. Emotions expressed daily may include families, staff members, and leadership. Ability to support and work through these emotions are key to this role. Must be able to remain positive, calm, and composed during stressful situations; and present a professional appearance at all times.  Must work daily with changing schedules, and be able to work a flexible schedule, depending on business needs; work occasional evenings and/or weekends.  There are a variety of high-profile issues that must be successfully balanced and administered at any given time.  There is a high volume of work where detailed accuracy is extremely important. Lead and teach other employees on the job and in a classroom setting.

Manage daily customer service performance within assigned areas to address specific performance indicators such as customer satisfaction feedback, reduction in service-related issues, documenting service improvements implemented based on customer and staff member feedback.

Physical Requirements

Work with grieving families; manage emotional situations with professionalism; have the physical stamina to manage teams of employees working in emotionally charged situations. The ability to frequently lift a minimum of 50lbs and occasionally lift 100+ lbs. Work indoors and outdoors in all weather conditions; handle emotional situations with professionalism; be able to lift, pull, push up to approximately 200lbs (caskets, human remains); must be able to work with and around human remains.  Ergonomic requirements must be considered for safety and health.  Must be able to lead and teach groups of employees using speaking and presentation skills.

Equipment / Machines Operated

Company Vehicles including Funeral Coaches and Family Cars

Telephone, Cell Phone, two-way radio.

PC with MS Office software, HMIS and printer

Copier/scanner

Caskets on rollers

Compensation:

Exempt: $95,000 - $110,000 a year

Plus Annual 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