Order Operations Manager

Benefits

Pulled from the full job description

Full job description

About Parting Stone

Parting Stone is redefining the cremation experience by offering families a meaningful alternative to traditional ashes. Our solidification process transforms cremated remains into a collection of 40-80+ smooth, beautiful stones that families can hold, share, and keep close.

Since 2019, we've served over 15,000 families across the U.S. and Canada through a growing network of funeral home and crematory partnerships. We are a Public Benefit Corporation based in Santa Fe, New Mexico, and we prioritize social impact, ensuring that our decisions reflect our commitment to supporting families experiencing loss.

Our work has been featured in Bloomberg Businessweek, Fast Company, and People Magazine, as well as an appearance on Shark Tank.

Who We Are

We're a team of thoughtful professionals united by a belief that end-of-life care can, and should, be better. We approach our work with curiosity, precision, and empathy to create solutions that honor the profound significance of loss.

We don't apply temporary fixes to difficult experiences. We design new possibilities from the ground up, guided by a genuine interest in death care and a commitment to serving families with dignity and care.

Join Us

Parting Stone is an inclusive workplace and an LGBTQIA+ safe space. We offer competitive compensation and benefits, including 100% employer-paid health insurance, and 50% employer-paid dental and vision insurance, plus up to 120 hours of PTO annually.

Position Overview

The Order Operations Manager is responsible for the secure handling, tracking, and traceability of all orders in our care. This role manages chain-of-custody compliance, order tracking and on-time delivery, fulfillment and shipping, and coordinates with the families and funeral professionals who visit our facility. The Order Operations Manager works closely with the production, customer service, and sales teams.

The Order Operations Manager tracks all of the solidified remains orders in our care and is responsible for fulfilling and shipping orders for collection kits, promotional materials, and merchandise.

The Order Operations Manager reports directly to the Vice President of Production and may be required to assist with additional responsibilities as business needs evolve.

Responsibilities

Chain of Custody

• Ensure the secure handling, tracking, and traceability of all orders in our care, in compliance with our chain-of-custody protocols.
• Conduct regular order audits reconciling digital records against physical locations, and maintain accurate audit records.
• Verify the accuracy of the chain-of-custody system and its protocols, and identify risks before they become failures.
• Create reports for any chain-of-custody incidents, and track recurring incidents to identify causes.
• Back up security camera footage, and audit camera views regularly to confirm coverage is legible, correct, and functioning.

Order Tracking & Fulfillment

• Track the status of all active orders and identify any at risk of falling behind.
• Monitor late and at-risk orders, and collaborate with the production team to ensure those orders are prioritized.
• Fulfill and ship outbound materials, including collection kits to customers, and promotional materials and merchandise to funeral home partners.

Customer Experience

• Coordinate customer drop-off and pick-up appointments.
• Collaborate with the Customer Service Representative to provide accurate order updates and estimated timelines.
• Provide facility tours to funeral home partners and direct customers.

Qualifications

Required

• 4+ years of experience in order management, shipping and fulfillment, or customer service. Experience in at least two of the three is a plus.
• Proficiency with software systems and willingness to learn new technologies.
• Ability to maintain accurate records, perform audits, and analyze data.
• Strong verbal and written communication skills.
• Strong organizational skills.
• Associate's or bachelor's degree.

Preferred

• Associate's or bachelor's degree in business administration, operations management, hospitality, or a related field.
• Experience in death care, healthcare, or another field requiring discretion around grief and loss.
• Bilingual (spanish and english)
• Good sense of humor

Physical Demands and Work Environment

This position works primarily in an office environment, with regular time in our production facility while conducting audits, leading tours, and supporting fulfillment. The role interacts with customers and partners in person, by email, and by phone.

The Order Operations Manager will need to input data and communicate information; be stationary at a workstation for extended periods; and move about, position themselves, and ascend as needed. Packing and shipping duties may involve lifting or moving packages up to 30 pounds. This role routinely uses standard office and shipping equipment, including computers, phones, label printers, photocopiers, and filing cabinets.

Expected Hours of Work

Monday–Friday (8 am–4 pm or 9 am–5 pm) on location at our Santa Fe facility. Occasional evening or weekend work may be required as job duties demand, including appointments scheduled around family availability.

Supervisory Responsibilities

This position has no supervisory responsibilities at this time.

Pay: $60,000.00 - $66,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• In a few sentences, please explain why you are interested in working with us.
• In a few sentences, please explain why you are a good fit for the position.

Work Location: In person