Client Care and Adoption Manager

Bideawee’s Mission is to promote and support safe, loving long-term relationships between people and companion animals by providing a continuum of services and programs that are innovative, personalized and high quality.

The Client Care and Adoptions Manager (CCAM) plays an important leadership role in ensuring that Adoption Center Staff follows established guidelines regarding company policy, animal admissions, resident care and adoptions. The CCAM is also responsible for ensuring that high quality, personalized customer service is provided to every person as established in Bideawee’s Customer Service Standards.  The CCAM will create and foster a pleasant working and learning environment for both customers and employees.  The CCAM sees that all other Bideawee policies and Procedures are followed and will be held accountable for the entire staff’s adherence. The CCAM will directly supervise the Animal Care and Adoptions Staff members and the Client Care Supervisor to ensure appropriate animal care and client care standards.

This is a Tuesday through Saturday full-time position with a salary of $65,000/yr.
 

• Ensure that the Client Care Supervisor handles all tasks, including email and phone responses and adoption follow ups in a timely manner
• Check in with Client Care Supervisor to ensure all client relations are handled appropriately and troubleshoot any issues
• Make pet policy decisions or exceptions if needed on a case-by-case basis
• Make decisions on a case-by-case basis regarding adoptions requirements enforcement (needing to see whole family, dog to dog interactions, etc.)
• Manage client experience related to adoptions, and oversee and handle client disputes or issues; support staff with difficult clients
• Ensure lobby/retail area remains clean and well maintained

 

• Responsible for day-to-day operation of Bideawee’s Adoption Center, including:
  • Management of staff
  • Scheduling and coordinating shifts to ensure all needs of animals and clients are attended to
  • Oversight of animals’ care
  • Coordinating manager/supervisor coverage for days off and vacation time
• Walk through the shelter throughout the day to ensure that both the lobby and adoptions are flowing well, and that all staff members are appropriately giving enrichment and care to the animals
• Ensure staffing schedules and payroll are completed on time
• Identify and coordinate professional development opportunities for staff when possible
• Communicate new policies and keep staff and volunteers updated regularly on animal welfare news through written and verbal means
• Collaborate with the medical team to ensure health and welfare of animals
• As needed, assist in direct care of animals
• Ensure staff complies with all safety policies, safe animal handling and OSHA standards
• Attend relevant Animal Welfare Panels
• Lead daily huddle & perform nightly walkthroughs

 

• Works with Client Care Supervisor in preparing Adoption Event Packets and selection of dogs and cats that will be attending events
• Pull previous week’s adoption numbers for weekly all sites meeting and report current population numbers
• Manage retail inventory and inventory of sample foods for adopters
• Ensure monthly dog license payment submitted
• Ensure folders for mobile adoption events are created when animals attend an event
• Work with the Volunteer Manager to coordinate the Adoption Center’s needs for volunteers and volunteer training
• Ensure daily cash reconciliation reports are saved, weekly bank deposits dropped off
• Interview and hire new staff members as needed
• Oversee training plan for new staff members
• Complete yearly reviews for staff members
• Give verbal warnings as needed, as well as written warnings
  • Involve senior management and HR for written warnings and Performance Improvement Plans

 

• College Degree preferred in relevant field
• 3-5 Years management experience with preference given to animal related industry
• Excellent leadership and assertiveness skills. 
• Ability to work efficiently with limited supervision.
• Ability to maintain composure and excel in a fast-paced environment while remaining organized and accurate.
• Ability to communicate with the public in a respectful manner, even under pressure.
• Leader, mentor, and problem solver
• Computer and data entry experience, shelter software knowledge a plus
• Ability to represent the values of Bideawee by working in a culturally diverse environment and community in a way that fosters understanding and compassion.
• Fear Free Shelters certified or willing to complete within 90 days of onboarding

 

• Able to lift a minimum of 30 pounds
• Professional attire
• Some travel may be necessary

• Animal Sheltering Experience