Director of Admissions & Client Experience

Animal Care & Control Of Nyc; New York (NY); On-site; USD 61,000 - 75,000; Full time

Benefits offered by this job

PTO including vacations

Health, dental, vision insurance

401K and Pension

Life Insurance

On-the-job training

Staff trainings & DEI programs

Job summary

Animal Care & Control Of NYC (ACC) seeks a Manager of Admissions and Client Care to lead frontline client experiences across all five boroughs and our contact center. You will translate client service standards into operational excellence, overseeing supervisors and the assistant manager who guide admissions and client support teams.

In partnership with the Senior Manager, you will drive continuous improvement, quality assurance, and compassionate care at scale, ensuring trauma-informed,

Qualifications

• 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, from clients in crisis to organizational leadership.
• 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 with the ability to balance multiple priorities.
• 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.

Responsibilities

• Lead frontline client services: Oversee Admissions & Client Care operations across all care centers and contact center operations, ensuring consistent, compassionate service delivery to clients in crisis.
• Manage and develop supervisory team: Directly supervise Admissions & Client Care supervisors and Assistant Manager, Client Support, providing coaching, performance management, and strategic guidance.
• Ensure operational excellence: Maintain quality assurance programs, monitor service metrics, and implement improvements that enhance client experience and operational efficiency.
• Build strategic partnerships:Identify and cultivate relationships with community organizations that expand client service options and support surrender prevention efforts.

Skills

Leadership abilities

Customer service orientation

Communication skills

Quality assurance

Organizational & time management

Trauma-informed approach

Diversity & inclusion

De-escalation & problem solving

Team development & coaching

Education

High school diploma or GED

Tools

Customer service technology

Job description

Animal Care & Control Of NYC (ACC) seeks a Manager of Admissions and Client Care to lead frontline client experiences across all five boroughs and our contact center. You will translate client service standards into operational excellence, overseeing supervisors and the assistant manager who guide admissions and client support teams.

In partnership with the Senior Manager, you will drive continuous improvement, quality assurance, and compassionate care at scale, ensuring trauma-informed,