Lead, Admissions & Client Care Operations

Animal Care Center of NYC; New York (NY); Hybrid; USD 61,000 - 75,000; Full time

Job summary

Animal Care Center of NYC is seeking a Manager, Admissions and Client Care to lead frontline client experience across all five boroughs and the contact center. You will translate client service standards into operational excellence and coach a team of supervisors to deliver compassionate, trauma-informed care.

This role partners with the Senior Manager to drive quality assurance, performance metrics, and continuous improvement while expanding community partnerships and ensuring high-quality

Qualifications

• High school diploma or GED required.
• 3+ years of supervisory experience.
• Proven leadership abilities with supervising teams.
• Strong customer service orientation with de-escalation skills.
• Excellent communication with diverse audiences, including leaders.
• Experience with QA programs, metrics, and continuous improvement.
• Able to excel in fast-paced, high-stress environments with compassion.
• Strong organizational and time-management skills.
• Commitment to dignity and respect for people and animals.
• Cultural competence and collaboration with diverse communities.
• Proficient with customer service technology, databases, and reporting tools.

Responsibilities

• Lead frontline client services across all care centers and the contact center.
• Directly supervise Admissions & Client Care supervisors and the Assistant Manager, Client Support.
• Maintain quality assurance programs and monitor service metrics.
• Identify partnerships with community organizations to expand options.
• Foster collaboration across departments to ensure seamless client service.
• Lead hiring, coaching, and performance management for supervisory staff.
• Conduct regular performance reviews and staff development.
• Oversee recruitment and staffing to maintain adequate coverage.

Skills

Supervisory experience

Leadership abilities

Customer service orientation

Communication skills

Quality assurance & metrics

Fast-paced / high-stress environments

Time management & organization

Diversity & cultural competence

Customer service technology & data

Education

High school diploma or GED

Tools

CRM systems

Databases

Reporting tools

Job description

Animal Care Center of NYC is seeking a Manager, Admissions and Client Care to lead frontline client experience across all five boroughs and the contact center. You will translate client service standards into operational excellence and coach a team of supervisors to deliver compassionate, trauma-informed care.

This role partners with the Senior Manager to drive quality assurance, performance metrics, and continuous improvement while expanding community partnerships and ensuring high-quality