Manager, Admissions and Client Care

2107bb0b-8c28-4829-bf36-e54f41b0a4f9 • New York, NY

12h

About The Position

The Manager, Admissions and Client Care leads frontline client services across ACC’s care centers and contact center, ensuring clients seeking pet assistance or surrendering a pet receive compassionate, professional, solutions-oriented support. The role oversees supervisors across all five boroughs and the Assistant Manager, Client Support, translating client service standards into consistent operations and a positive experience for people navigating difficult circumstances.

This strategic operational position focuses on team leadership, quality assurance, performance metrics, and continuous improvement. The manager oversees contact center service, client interaction quality, service delivery measures, community partnerships, business office functions, compliance, budgets, timekeeping, and departmental planning. The role collaborates with Animal Care and Medical teams and reports to the Senior Manager, Admissions and Client Care. Fear Free certification must be completed within 30 days of hire.

Requirements

• High school diploma or GED.
• At least 3 years of supervisory experience.
• Proven leadership ability, including experience managing supervisors and building high-performing teams.
• Strong customer service orientation and ability to de-escalate tense situations and solve complex problems.
• Excellent communication skills with diverse audiences, including clients in crisis and organizational leadership.
• Experience with quality assurance programs, performance metrics, and continuous improvement methodologies.
• Ability to work in fast-paced, high-stress environments while maintaining compassion and professionalism.
• Strong organizational and time-management skills, including ability to balance multiple priorities.
• Commitment to treating people and animals with dignity and respect.
• Cultural competence and ability to work effectively with diverse communities.
• Proficiency with customer service technology, databases, and reporting tools.
• Fear Free certification within 30 days of hire.

Nice To Haves

• Bachelor’s degree.
• At least 1 year of experience managing other supervisors.
• Experience in nonprofit, social services, or mission-driven organizations.
• Animal welfare experience and knowledge of trauma-informed practices.
• Spanish bilingual skills.

Responsibilities

• Oversee Admissions and Client Care operations across all care centers and contact center operations, ensuring consistent, compassionate service.
• Directly supervise Admissions and Client Care supervisors across all five boroughs and the Assistant Manager, Client Support; provide coaching, performance management, and strategic guidance.
• Maintain quality assurance programs, monitor service metrics, and implement improvements to client experience and operational efficiency.
• Identify and cultivate partnerships with community organizations to expand client service options and support surrender prevention.
• Create welcoming, non-judgmental environments across client touchpoints.
• Oversee contact center operations by phone, email, and text to ensure timely, accurate, and empathetic responses.
• Review client interactions, data-entry accuracy, and client satisfaction surveys as part of the quality assurance program.
• Respond to escalated client concerns with professional, solutions-oriented problem-solving.
• Collaborate with Animal Care and Medical teams to streamline fear-free intake experiences for animals and owners.
• Monitor service delivery metrics and implement process improvements using data analysis and client feedback.
• Coach, mentor, and evaluate supervisory staff; conduct one-on-one meetings and performance evaluations.
• Lead hiring processes for supervisory positions and foster a diverse team aligned with ACC’s mission and values.
• Promote collaboration between departments and create professional development opportunities for staff.
• Identify partnership opportunities with community organizations, veterinary clinics, and social service providers; maintain relationships with existing partners and referral networks.
• Represent ACC at community events and serve as an organizational spokesperson when needed.
• Stay current on community resources for clients seeking alternatives to surrender.
• Oversee contact center technology, workflows, and performance standards in partnership with the Assistant Manager, Client Support.
• Supervise business office functions, including cash handling, daily transactions, and financial reconciliation.
• Ensure compliance with ACC policies, city regulations, and grant requirements across client-facing operations.
• Maintain accurate operational, client satisfaction, and departmental performance reporting.
• Manage and monitor operational and grant program budgets.
• Administer timekeeping for direct reports and ensure adequate coverage across locations.
• Participate in departmental planning and service improvement initiatives.
• Obtain Fear Free certification within 30 days of hire.
• Complete additional tasks assigned by the Senior Manager, Admissions and Client Care.

Benefits

• Paid time off including vacation time, birthdays off, personal days, and sick pay.
• Cigna medical, dental, and vision insurance at a low employee premium.
• 401(k) and pension.
• Life insurance.
• On-the-job training for 2–4 weeks and periodic all-staff trainings, including safety, DEI, cross-training, and other growth opportunities.
• Potential eligibility for Public Service Loan Forgiveness for qualifying employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED