Customer Service Manager

A mission-driven organization focused on animal care, rehabilitation, and community support is seeking a Customer Service Manager to provide leadership and operational oversight for teams and programs that serve as the public face of the organization. This role is responsible for ensuring compassionate, efficient, and service-driven delivery across all client-facing interactions, including adoptions, customer support, community assistance programs, pet pantry services, retail operations, and call center support.

• Oversee daily operations and service delivery for front-facing customer service areas, adoptions support, surrender prevention resources, community pet pantry services, outreach initiatives, and related programs.
• Guide the team in delivering a positive, welcoming, and solutions-focused experience for clients and visitors.
• Provide leadership, coaching, accountability, and support to frontline staff and supervisors.
• Develop staff schedules, workflows, and operational priorities to ensure effective coverage.
• Support recruitment, hiring, onboarding, training, performance management, and offboarding.
• Foster a collaborative, mission-driven, and client-centered culture.
• Assist staff in navigating high-volume or emotionally sensitive client situations with professionalism and empathy.

• Oversee retail operations including merchandising, organization, cleanliness, and customer experience.
• Monitor inventory levels and coordinate ordering, restocking, and loss prevention.
• Support retail promotions and sales initiatives aligned with organizational goals.
• Ensure accurate cash handling, pricing, and point-of-sale procedures.
• Partner with leadership to maximize retail engagement and revenue opportunities.

• Facilitate communication across departments including adoptions, behavior, medical, customer service, and animal care teams.
• Identify and resolve workflow inefficiencies and operational challenges.
• Participate in planning meetings and cross-functional initiatives.
• Assist in developing and improving policies, procedures, and service standards.

• Identify opportunities to integrate volunteers into customer service and community programs.
• Support volunteer onboarding, training, and role alignment.
• Foster a positive, inclusive, and mission-focused volunteer experience.
• Support outreach events, partnership initiatives, pet pantry efforts, and public engagement activities.
• Maintain availability for occasional evenings, weekends, or special events.

• Track and analyze KPIs related to customer service, adoptions support, community programs, retail operations, and outreach.
• Prepare reports and operational updates for leadership.
• Use data to support decision-making and process improvement.
• Perform other duties as assigned.

• Bachelor’s degree preferred; equivalent experience considered
• 3–5 years of experience in operations, customer service, retail, or program management
• Proven ability to lead teams and manage competing priorities in a fast-paced environment
• Strong knowledge of customer service, retail operations, community programs, or similar environments
• Excellent communication, organizational, and problem-solving skills
• Ability to handle escalated and emotionally sensitive situations
• Experience in animal care, veterinary, shelter, or nonprofit environments preferred
• Experience with volunteers, outreach, or community programs preferred
• Bilingual English/Spanish or English/Creole strongly preferred
• Proficiency in Microsoft Office and business systems
• Valid driver’s license preferred

• Ability to lift and carry animals and equipment up to 50 lbs
• Standing, walking, and sitting for extended periods
• Frequent bending, reaching, kneeling, and movement
• Work in environments involving animals and related conditions

This position offers a comprehensive benefits package including health, dental, vision, retirement options, and paid time off.

Reports To: Director of Operations
Compensation: $48K – $55K