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About the Role

The Manager, Admissions & Client Care leads frontline client services across all care centers and the contact center, ensuring compassionate, professional, and solutions-oriented support for clients surrendering pets, seeking assistance, or reporting community animal concerns. This role translates client service standards into operational excellence, overseeing supervisors and fostering a culture of continuous improvement and compassionate care.

Responsibilities

Lead frontline client services operations across all care centers and contact center.
Manage and develop supervisory team, providing coaching and performance management.
Ensure operational excellence through quality assurance programs and service metric monitoring.
Build strategic partnerships with community organizations to expand client service options.
Create and maintain welcoming, non-judgmental client environments.
Oversee contact center operations (phone, email, text) for timely and empathetic responses.
Manage a comprehensive quality assurance program for client interactions and data entry.
Respond to escalated client concerns with professionalism and problem-solving.
Collaborate with Animal Care and Medical teams for streamlined intake experiences.
Monitor service delivery metrics and implement process improvements.
Provide coaching, mentoring, and performance management to supervisory staff.
Conduct regular one-on-one meetings and performance evaluations.
Lead hiring processes for supervisory positions.
Foster collaboration and cooperation between departments.
Create professional development opportunities for team capacity building.
Identify and recommend partnership opportunities with community organizations and veterinary clinics.
Maintain professional relationships with existing partners.
Represent ACC at community events and serve as spokesperson.
Stay current on community resources for alternatives to surrender.
Oversee contact center technology, workflows, and performance standards.
Supervise business office functions, including cash handling and financial reconciliation.
Ensure compliance with ACC policies, city regulations, and grant requirements.
Maintain accurate reporting on operational metrics, client satisfaction, and departmental performance.
Manage and monitor operational and grant program budgets.
Complete timekeeping administration for direct reports.
Participate in departmental planning and service improvement initiatives.
Complete Fear Free certification within 30 days of hire.
Complete additional tasks as assigned by the Senior Manager, Admissions & Client Care.

Requirements

High school diploma or GED required.
3+ years of supervisory experience required.
Proven leadership abilities with experience managing supervisors and building high-performing teams.
Strong customer service orientation with the ability to de-escalate tense situations and solve complex problems.
Excellent communication skills with diverse audiences.
Experience with quality assurance programs, performance metrics, and continuous improvement methodologies.
Ability to excel in fast-paced, high-stress environments while maintaining compassion and professionalism.
Strong organizational and time management skills.
Commitment to treating all people and animals with dignity and respect.
Cultural competence and demonstrated ability to work effectively with diverse communities.
Proficiency with customer service technology, databases, and reporting tools.
Bachelor's degree preferred.
At least 1 year managing other supervisors preferred.
Experience in nonprofit, social services, or mission-driven organizations strongly preferred.
Animal welfare experience and knowledge of trauma-informed practices are a plus.
Bilingual skills (Spanish) preferred but not required.

Skills

Leadership
Team Management
Customer Service
Problem-Solving
Communication
Quality Assurance
Performance Metrics
Continuous Improvement
Organizational Skills
Time Management
Cultural Competence
Database Proficiency
Reporting Tools
Trauma-Informed Practices
Animal Welfare

Location

All five boroughs (New York City)
Remote (occasional travel required)

Work Type

Full-time
Hybrid

Experience Level

3+ years supervisory experience
1+ year managing supervisors preferred

Education Level

High school diploma or GED
Bachelor's degree preferred

Benefits

Generous paid-time-off (PTO) package (vacation, birthdays off, personal days, sick pay)
Open access Cigna medical, dental, and vision insurance at a low premium
401K and Pension
Life Insurance
On-the-job training (2-4 weeks)
Periodic all staff trainings (safety, DEI, cross training)
Potential eligibility for Public Service Loan Forgiveness (PSLF)

About the Company

ACC is one of the nation’s largest open-admission animal shelters with a mission to End Animal Homelessness in NYC.
ACC touches the lives of nearly 20,000 animals each year.
ACC is a resource to the community, seeking ways to keep the human-animal bond intact.
ACC has a 90% placement rate and progressive, life-saving initiatives.
ACC finds homes for homeless and abandoned animals through direct adoption and partnerships with over 200 placement organizations.
ACC helps keep NYC communities safe, rescues animals in need, and responds to emergencies.
ACC's doors are open 24/7 for people and animals in need.
ACC offers many low-cost services to pets and people in need, including compassionate end-of-life services.