Client Care Manager

Job description

Department: Operations Reports To: Operations Director Classification: Full-Time, Exempt Pay Scale: $60,000-$80,000 (annually) Hiring Range: $ 60,000 -$ 65 ,000 (annually) Location : Shelter Who We’re Looking For You're passionate about helping animals get home and understand that every client interaction has the opportunity to increase HSCO 's impact. You’re a strong people leader who approaches challenges with curiosity rather than assumptions. You know how to slow down, ask questions, gather information, and help your team do the same. You balance high standards with grace, recognizing that mistakes and challenges are opportunities for learning while still holding yourself and others accountable for doing excellent work. Finally, you understand that great outcomes require collaboration. You enjoy bringing people together around a shared goal – especially when helping animals who may otherwise be overlooked or difficult to place. Purpose of the Position The Client Care Manager leads the people, programs, systems, and outcomes associated with HSCO’s client-facing shelter services , including adoptions, reunification, and community support programs . This position is responsible for creating compassionate and effective client experiences, maximizing positive outcomes for animals, and strengthening HSCO’s reputation as a trusted and accessible resource to the community . Essential Duties and Responsibilities Lead client-facing shelt er serv ices and live outcome programs , including adoptions, return to owner, pet food assistance, and other community support services. Recruit, onboard, train, schedule, supervise, coach, and evaluate Client Care staff, establishing clear expectations while supporting employee learning, development, and accountability. Create a client service culture grounded in compassion and curiosity, where staff listen to understand, help people feel heard, assume good intentions, and maintain appropriate expectations and boundaries. Help staff recognize assumptions and potential biases, ask thoughtful questions, gather relevant information, and make consistent decisions based on the circumstances of each situation. Inspire and equip the team to actively promote adoptable animals and connect clients with HSCO programs, services, and resources. Monitor program activity and outcomes, identify barriers or opportunities, and implement improvements that stre ngthen cl ient experience, efficiency, and live outcomes. Collaborate strongly with the Philanthropy and Communications, Animal Care , Veterinary Services , Foster , and Volunteer teams to maximize live outcomes. Foster a supportive, inclusive, and mission-driven team culture – including recruitment, training, and supervision – that emphasizes compassion, collaboration, and professionalism. Support staff wellness, resilience, and emotional safety when working in a high-stress and emotionally demanding environment. Contribute to the development and implementation of policies, procedures, departmental goals, and strategic initiatives to advance HSCO’s mission and promote continuous improvement . What Success Looks Like Clients experience HSCO as a compassionate, respectful, and trusted resource—even when we cannot provide the outcome they hoped for. Animals have the greatest possible opportunity for positive outcomes through proactive promotion, reunification efforts, and strong cross-department collaboration. Client Care staff understand their priorities, feel supported in their work, and are held to clear and consistent expectations. Decisions are made thoughtfully and consistently, with curiosity about individual circumstances and awareness of assumptions or bias. The Client Care team maintains high standards while creating space for learning, feedback, reasonable mistakes, and continuous improvement. Client-facing programs and processes evolve in response to changing community needs, organizational priorities, and opportunities to increase HSCO's impact. This Role Probably Isn’t for You If… You ’re uncomfortable work ing in an animal shelter environment that includes strong smells , loud noises, and regularly working at least one weekend day. You tend to make decisions based on first impressions rather than asking questions, gathering information, and remaining open to the possibility that your initial assumption may be incomplete. You believe that compassion means avoiding difficult conversations, lowering expectations, or overlooking accountability. You don’t know how to guide staff to ask the necessary questions to ensure we aren’t making a biased decision You tend to respond to whichever issue is the newest or loudest, rather than helping your team establish priorities and protect their capacity. You’re uncomfortable having difficult or emotional conversations – o r helping staff navigate them - with clients , employees , law enforcement , volunteers, or community partners . Our Commitment to You: HSCO recognizes our employees as our greatest resource. We are dedicated to maintaining a supportive culture that welcomes diverse and compassionate team members who gain satisfaction from helping pets and people in our community. While this work can be challenging, we strive to find positivity, camaraderie, and fun wherever we can. HSCO offers competitive wages and benefit packages. The following benefits are available for full-time employees (40hrs/week): Health insurance (PPO or HSA) with 100% of premium for employee is paid by HSCO (equivalent of $6,000 in premiums annually) Corporate Dental Membership, 100% premium for employee is paid by HSCO Employee Assistance Program (EAP) Simple IRA. Up to 3% match offered to participants, after 1 year of service. Paid Time Off accrual of 120 hours in the first year Personal Time Off of 24 hours/year Holiday Pay for seven holidays (New Year’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, Christmas Day) Discounted veterinary care for your pets Discounts at the HSCO Thrift Store