Client Care Manager

Humane Society of Central Oregon • Bend, OR

1d • $60,000 - $80,000 • Onsite

About 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.

Requirements

• Passionate about helping animals get home and understand that every client interaction has the opportunity to increase HSCO's impact.
• Strong people leader who approaches challenges with curiosity rather than assumptions.
• Knows how to slow down, ask questions, gather information, and help their team do the same.
• Balances high standards with grace, recognizing that mistakes and challenges are opportunities for learning while still holding yourself and others accountable for doing excellent work.
• Understands that great outcomes require collaboration.
• Enjoys bringing people together around a shared goal – especially when helping animals who may otherwise be overlooked or difficult to place.
• Uncomfortable working in an animal shelter environment that includes strong smells, loud noises, and regularly working at least one weekend day.
• 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.
• Believe that compassion means avoiding difficult conversations, lowering expectations, or overlooking accountability.
• Don’t know how to guide staff to ask the necessary questions to ensure we aren’t making a biased decision.
• Tend to respond to whichever issue is the newest or loudest, rather than helping your team establish priorities and protect their capacity.
• Uncomfortable having difficult or emotional conversations – or helping staff navigate them - with clients, employees, law enforcement, volunteers, or community partners.

Responsibilities

• Lead client-facing shelter services 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 strengthen client 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed