Manager, Animal Experiences

Job description

Humane Society Silicon Valley (HSSV), a privately funded, 501(c)(3) non-profit, has been serving people and pets in Silicon Valley since 1929. HSSV is a leader in animal welfare through our lifesaving efforts, community programs, and the many ways we are working to move the animal welfare industry forward. Our mission is to save lives, keep families together, and create a better future for pets and their people. We are a passionate, high-performing team who believes that collaboration is key to our success. Our best work is achieved by leveraging each other’s strengths and creating opportunities for professional growth. Join a team that focuses on our key values of kindness, courage, and impact ! Overview The Manager, Animal Experiences is responsible for directly managing and supporting staff including supervisors through coaching, performance management, and skill development. This role ensures staff are empowered, engaged, and aligned with HSSV’s mission, values, and working agreements. The Manager, Shelter Operations is detail-oriented, results-driven, and empathetic—comfortable supporting day-to-day operations and leading people. This individual plays a key role in delivering HSSV’s customer experience philosophy and fostering smooth operations, cross-functional collaboration, and promoting an inclusive workplace. A successful leader in this role is proactive, solution-focused, and skilled at building strong teams and culture. Key Responsibilities Lead, coach, and support staff including supervisors through regular check-ins, performance management, goal setting. and professional development. Foster an inclusive, respectful work culture where staff feel heard, valued, and supported. Manage hiring, onboarding, scheduling, and staffing to ensure adequate coverage and sustainable operations. Support employee growth, address performance issues, and uphold HSSV policies, values, and working agreements. Manage training to ensure staff are equipped with the skills, tools, and knowledge to succeed in their roles. Drive clear, consistent team communications that keep staff informed, aligned, and connected to departmental and organizational priorities. Collaborate cross-functionally to align staffing with program goals and enhance service delivery. Lead the customer and volunteer experience by coaching staff and enhancing service delivery. Facilitate consistent documentation practices, SOP development, and workflow optimization. Leverage data and metrics to improve processes, service quality, and team effectiveness. Step in as needed to support daily operations and participate in HSSV wide improvement initiatives. Ensure all established safety procedures and protocols are followed. Other job duties may be assigned as needed. Requirements Experience in a supervisory or people management role in fast-paced, multi-priority environments, preferably in animal welfare or customer service. Deep passion for the mission of HSSV: to save lives, keep families together, and create a better future for pets and their people. Demonstrated success in coaching and developing high-performing teams. Dedication to animal welfare and a desire to make a difference in the community; ability to work in an emotional field where a positive attitude, sense of humor, and empathy are essential. Outstanding interpersonal, written, and verbal communication skills, with the ability to build trust, engage internal and external audiences, and influence outcomes with stakeholders. Experience collaborating across departments or with external partners to achieve intended results. Strong organizational, time management, and conflict resolution skills. Ability to maintain composure under pressure and model excellent customer service. Proficient with Windows-based platforms and operational databases (i.e., ShelterBuddy, Vetter a plus); ability to generate and analyze reports. Experience with or understanding of humane animal handling practices preferred; Fear-Free certification a plus. Ability to sit/stand for extended periods, lift up to 50 lbs., and work both indoors and outdoors. Work Days and Hours Hours are flexible and may include days or evening hours depending on staffing and organizational needs. This position requires one weekend day and rotating holiday coverage. Candidate Tip Add "" to your email contact list so you make sure to receive emails from HSSV regarding your application.