Client Care Manager

Department:
Operations

Reports To:

Operations Director

Classification:
Full-Time, Exempt

Pay Scale: $60,000-$80,000 (annually)

Hiring Range: $60,000-$65,000 (annually)

Location:

Shelter

You’re passionate about helping animals get home and understand that every client interaction has the opportunity to increase HSCO's impact.

You’re a strong people leader who approaches challenges with curiosity rather than assumptions. You know how to slow down, ask questions, gather information, and help your team do the same. You balance high standards with grace, recognizing that mistakes and challenges are opportunities for learning while still holding yourself and others accountable for doing excellent work. Finally, you understand that great outcomes require collaboration.

You enjoy bringing people together around a shared goal – especially when helping animals who may otherwise be overlooked or difficult to place.

The Client Care Manager leads the people, programs, systems, and outcomes associated with HSCO’s client-facing shelter services, including adoptions, reunification, and community support programs. This position is responsible for creating compassionate and effective client experiences, maximizing positive outcomes for animals, and strengthening HSCO’s reputation as a trusted and accessible resource to the community.

• Lead client-facing shelter services and live outcome programs, including adoptions, return to owner, pet food assistance, and other community support services. Recruit, onboard, train, schedule, supervise, coach, and evaluate Client Care staff, establishing clear expectations while supporting employee learning, development, and accountability.
• Create a client service culture grounded in compassion and curiosity, where staff listen to understand, help people feel heard, assume good intentions, and maintain appropriate expectations and boundaries.
• Help staff recognize assumptions and potential biases, ask thoughtful questions, gather relevant information, and make consistent decisions based on the circumstances of each situation.
• Inspire and equip the team to actively promote adoptable animals and connect clients with HSCO programs, services, and resources.
• Monitor program activity and outcomes, identify barriers or opportunities, and implement improvements that strengthen client experience, efficiency, and live outcomes.
• Collaborate strongly with the Philanthropy and Communications, Animal Care, Veterinary Services, Foster, and Volunteer teams to maximize live outcomes.
• Foster a supportive, inclusive, and mission-driven team culture – including recruitment, training, and supervision – that emphasizes compassion, collaboration, and professionalism.
• Support staff wellness, resilience, and emotional safety when working in a high-stress and emotionally demanding environment.
• Contribute to the development and implementation of policies, procedures, departmental goals, and strategic initiatives to advance HSCO’s mission and promote continuous improvement.

• Clients experience HSCO as a compassionate, respectful, and trusted resource—even when we cannot provide the outcome they hoped for.
• Animals have the greatest possible opportunity for positive outcomes through proactive promotion, reunification efforts, and strong cross-department collaboration.
• Client Care staff understand their priorities, feel supported in their work, and are held to clear and consistent expectations.
• Decisions are made thoughtfully and consistently, with curiosity about individual circumstances and awareness of assumptions or bias.
• The Client Care team maintains high standards while creating space for learning, feedback,…