Manager, Admissions and Client Care

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

Salary Range: $68,000.00 To $68,000.00 Annually

Manager, Admissions and Client Care

Who We Are

ACC is one of the nation’s largest open-admission animal shelters, whose mission is to End Animal Homelessness in NYC. We touch the lives of nearly 20,000 animals each year. ACC is more than an animal shelter; we are a resource to the community, always seeking ways to keep the human-animal bond intact. With a 90% placement rate, our progressive, life-saving initiatives contribute to the successful placement of our animals.

We strive to find loving homes for homeless and abandoned cats, dogs, guinea pigs and rabbits, both by adopting animals directly to the public and by partnering with more than 200 dedicated animal placement organizations (our New Hope partners). We also help keep NYC communities safe and rescue animals in need, responding to emergencies that involve animals as well as keeping our doors open 24/7 for people and animals in need.

Summary

The Manager, Admissions & Client Care plays a pivotal role in ACC's mission to end animal homelessness in New York City by ensuring every client interaction—whether surrendering a pet, seeking assistance, or reporting a community animal concern—is met with compassion, professionalism, and solutions-oriented support. This position leads the teams responsible for ACC's frontline client experience across all care centers and the contact center.

Working in close partnership with the Senior Manager, Admissions & Client Care, this role translates client service standards into operational excellence, overseeing supervisors who manage Admissions & Client Care staff across all five boroughs, as well as the Assistant Manager who leads our contact center team. Through progressive leadership and a trauma-informed approach, you'll create and maintain environments where clients in crisis feel heard, respected, and supported as they explore options for their pets.

This is a strategic operational role for someone who excels at team leadership, quality assurance, and building systems that ensure consistent, high-quality service delivery at scale. You'll have a direct impact on how thousands of New Yorkers experience ACC during some of their most difficult moments, while fostering a culture of continuous improvement and compassionate care among your teams.

Required 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.

ACC values work/life balance and offers a generous paid-time-off (PTO) package that includes vacation time, birthdays off, personal days and sick pay. We also value physical and mental health by offering a great open access Cigna medical, dental and vision insurance at a low premium to our employees as well as 401K and Pension, Life Insurance. We also have on-the-job training for 2-4 weeks, periodic all staff trainings to include safety, DEI, cross training, and other growth opportunities.

Because ACC is a nonprofit, employees may be eligible for loan forgiveness, cancellation, and/or consolidation under the Public Service Loan Forgiveness program (PSLF). Created under the College Cost Reduction and Access Act of 2007, PSLF allows borrowers who work full time for nonprofits and government agencies to have their outstanding debt forgiven tax-free on Federal Direct Loans, after making 120 qualifying monthly payments under a qualifying repayment plan.

• 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.

Other Responsibilities:

Client Experience & Service Excellence

• Create and maintain welcoming, non-judgmental environments across all client touchpoints where people feel safe exploring options during pet care crises.


• Oversee contact center operations (phone, email, text) to ensure timely, accurate, and empathetic responses to all client inquiries.


• Manage a comprehensive quality assurance program, including regular review of client interactions, data entry accuracy, and client satisfaction surveys.


• Respond to escalated client concerns with professionalism and solutions-oriented problem-solving.


• Collaborate with Animal Care and Medical teams to provide streamlined, "fear-free" intake experiences for animals and their owners.


• Monitor service delivery metrics and implement process improvements based on data analysis and client feedback.


• Directly supervise Admissions & Client Care supervisors across all five boroughs and the Assistant Manager, Client Support.


• Provide coaching, mentoring, and performance management to ensure supervisory staff have the skills and support needed for success.


• Conduct regular one-on-one meetings and performance evaluations with direct reports.


• Lead hiring processes for supervisory positions, building a diverse team aligned with ACC's mission and values.


• Foster collaboration and cooperation between departments, ensuring seamless client service delivery across the organization.


• Create professional development opportunities that build team capacity and prepare staff for advancement.

Partnership Development & Community Engagement

• Identify and recommend partnership opportunities with community organizations, veterinary clinics, and social service providers.


• Maintain professional relationships with existing partners to expand client service options and referral networks.


• Represent ACC at community events and serve as organizational spokesperson when needed.


• Stay current on available community resources to better serve clients seeking alternatives to surrender.

Contact Center & Business Operations

• Oversee contact center technology, workflows, and performance standards in partnership with the Assistant Manager, Client Support.


• Supervise business office functions, including cash handling procedures, daily transactions, and financial reconciliation.


• Ensure compliance with ACC policies, city regulations, and grant requirements across all client-facing operations.


• Maintain accurate reporting on operational metrics, client satisfaction, and departmental performance.

Administrative & Strategic Support

• Manage and monitor operational and grant program budgets, ensuring fiscal responsibility.


• Complete timekeeping administration for direct reports and ensure adequate coverage across all locations.


• Participate in departmental planning and contribute to service improvement initiatives.


• Fear Free certification within 30 days of hire.


• Complete additional tasks as assigned by the Senior Manager, Admissions & Client Care.

Preferred Qualifications:

• Bachelor's degree preferred.


• At least 1 year managing other supervisors preferred.


• Experience in nonprofit, social services, or mission-driven organizations strongly preferred.


• Animal welfare experience and knowledge of trauma-informed practices are a plus.


• Bilingual skills (Spanish) preferred but not required.
  

At ACC it's all hands-on deck. We work together as a team, which means you may be asked to help with tasks that involve working outside in all sorts of weather. As a busy animal shelter in one of the biggest cities in the world it can get noisy inside. Employees should have the ability to remain calm yet professional in stressful situations involving animals and/or members of the public. Animal Care Centers houses hundreds of animals in its facilities at any given time and with that comes fur, odors and other airborne particles in abundance.

ACC offers many low-cost services to pets and people in need. This includes compassionate end-of-life services for people who cannot afford to go to a private veterinary office but still want to provide a professional and peaceful transition for their beloved pet.

Aspects of this job may be done remotely, though occasional travel to HQ and the Care/Resource Centers in all 5 boroughs will be necessary.

Reports To: Senior Manager, Admissions and Client Care

Overtime: This is a non-union position and is not eligible for overtime