Animal and Customer Care Assistant Manager

Michigan Humane•Detroit, MI

5d•Onsite

About The Position

The Animal and Customer Care Assistant Manager assists the Animal & Customer Care Manager with the effective and efficient daily operation of the shelter and adoption center. The role aims to provide high-quality animal care and move animals efficiently from intake to adoption. The assistant manager guides and supervises ACC staff and volunteers, supports animal care and enrichment, helps address animal health and behavior concerns, and provides customer service and problem resolution.

Requirements

High school diploma.
One to two years of relevant experience, including at least 12 months of animal care experience.
Good supervisory and customer service skills and the ability to work independently.
Ability to perform labor-intensive tasks, including cleaning, kneeling, bending, and stooping, and to lift 50 pounds.
Flexibility and ability to handle changes in a fast-paced work environment.
Solid conflict-resolution and problem-solving skills, with attention to detail.
Ability to communicate clearly and provide direction to staff in high-stress situations.
Compassion toward animals and their owners.
Ability to consistently adhere to prescribed protocols.
Availability for a required weekend schedule.
Knowledge of safe animal handling techniques.
Basic math and computer skills; proficiency with Microsoft Office.
Knowledge of local, state, and federal regulations governing animal protection shelters, employers, and wildlife.

Responsibilities

Provide guidance and direction to Animal and Customer Care staff.
Oversee day-to-day duties at the shelter and adoption center.
Train new employees and volunteers in safe animal handling and ACC processes and procedures.
Oversee staff adherence to cleaning protocols, husbandry standards, section checks, animal care practices, and customer service expectations.
Ensure staff follow Michigan Humane policies, protocols, and procedures; manage performance through coaching, individual meetings, and performance reviews.
Supervise use of the software system to ensure animal records are entered accurately and retained properly.
Coordinate animal transfers with other locations and help select and prepare animals for transfers or offsite events.
Assist with management duties, including opening or closing the Animal Care Center, ordering food and supplies, developing work schedules, completing customer call-backs, and reporting maintenance concerns.
Manage escalated situations and resolve problems involving customers, volunteers, or staff.
Assist with animal health and behavioral concerns in consultation with medical and behavior teams.
Oversee and implement enrichment protocols.
Coordinate foster re-checks, foster families, and volunteers.
Perform animal care and enrichment duties, including cleaning, vaccine administration, intakes, adoptions, returns, euthanasia, and other processes.
Assist customers, answer questions, explain procedures and protocols, and handle escalated or complex customer service situations.
Connect clients with resources for Michigan Humane programs or other community resources.

Benefits

Competitive salary and benefits
Medical, vision, and dental insurance
403(b) retirement savings account
Professional development, growth, and continuing education opportunities
Positive and collaborative work environment
Work-life balance and flexible working hours, including a compressed work schedule option
Paid time off and holidays
Human and pet bereavement
Clinic discounts of up to 75% off services for employees’ pets
Relaxed dress code
Wellness program with professional counseling services available to employees
Animal food discount
Free or discounted adoption fees
Sabbatical policy
Uniform allowance
Paid parental leave
Yearly performance reviews and employee engagement surveys
Student Loan Relief eligibility through the Public Service Loan Forgiveness (PSLF) Program