JOB/POSITION TITLE: Senior Manager of Customer Experience

STATUS: Exempt

PRIMARY PURPOSE: Responsible for developing, directing, and managing Hawaiian Humane's adoptions, behavior and off-site adoptions departments. Create and innovate best practices, lead and collaborate on the strategic goals as they relate to each department. Develop and guide the future state of the organization's adoptions, behavior and off-site adoptions programs. Provide strategic leadership to the departments, developing and maintaining internal and external relationships as needed to ensure the success of the organization and its goals. Ensures the Socially Conscious Sheltering model is consistently implemented across the operations division in coordination with other senior level managers.

Reports To: Director of Operations

Supervises: Adoptions Manager, Behavior Manager, Off-site Adoptions Coordinator and volunteers

ESSENTIAL DUTIES/FUNCTIONS:

• People Care. Leading by example, ensuring internal and external patrons (employees, volunteers, Hawaiian Humane partners and community members) and their needs are a primary focus. Communication and contact must be clear, understandable, cooperative, professional and respectful in all circumstances and will occur through face to face, telephone, and electronic mail. Employees are expected to actively support a positive team environment, directly address conflict with the goal of problem solving and appropriately express concerns. This position interacts with and collaborates with employees and volunteers at all levels of the organization.
• Customer Care. Provides direction, coaching, training, and oversight for the customer experience teams. Ensures a high-level of customer service to both internal and external stakeholders at all times via the adoptions, off-site adoptions, and behavior programs. Leads by example by demonstrating compassionate and empathetic interactions. Demonstrates a positive public image of the organization. Manage emotionally difficult situations with strong communication skills and empathy.
• Adoptions. Provides direction and support to the adoptions department to innovate, create and ensure best practices are being implemented and adhered to regarding Hawaiian Humane Society's adoptions program.
• Off-site Adoptions. Provides direction and support to the off-site adoptions coordinator and program. Provides oversight to the coordination of animals to our off-site adoptions partners and events. Responsible for supporting the current relationships and opportunities for off-site adoption partnerships and developing new ones.
• Behavior. Provides direction and support to the behavior manager and team o innovate, create and ensure best practices are being implemented and adhered to regarding Hawaiian Humane Society's behavior program.
• Program and Organizational Management. Provides clear and consistent communication to department managers and aligned team members regarding organizational goals, strategy and plans. Support the development and implementation of program work plans, goals, and objectives. Compiles data, prepares reports on the animal experience division and associated departments as necessary. Serves as an advocate for volunteers and for the organization by analyzing and evaluating all aspects of the programs in conjunction with the department managers and team members. Recommends and implements improvements or updates to current procedures. Ensures progressive animal welfare best practices are adhered to and being innovated across all reporting departments. Continues to educate oneself concerning animal care, animal welfare, staff and volunteer supervision.
• Interdepartmental Leadership. Ensures consistent, timely, and accurate coordination and communication is occurring between all departments and divisions between the customer experience division and all other divisions and/or departments. Regularly leads meetings and projects with other members of the organization and shares ideas for improvement.
• Volunteer Management and Cultivation.  In partnership with Volunteer Services, responsible for building and nurturing a team of dedicated volunteers for their areas of focus. Support and work closely with volunteers to ensure industry best practices are utilized in the care of animals. Ensure that within their areas of focus, volunteers are developed, led, and retained to support their programs and services.
• Statistical and Financial Management. Works with departmental managers and team members to develop, implement, and manage departmental budgets. Supports team with inventory management of equipment and supplies for use in the various departments while conforming to approved budget.
• Personal and Professional Development. Keep abreast of sheltering trends and practices and assess the need for the organization. Collaborate with and serve as a resource for other animal welfare agencies. Create and innovate best practices and together with the team develop the future state of the behavior department at Hawaiian Humane.
• Organizational Support. Participate in and lead meetings, sharing and implementing program and organizational improvements. Collaborate with colleagues to balance competing priorities, create organizational alignment, support strategic planning, execute upon organizational initiatives, and ensure alignment with core values, vision and mission. Participate in inter-departmental meetings and discussions to support and develop initiatives. Perform manager on duty or verifying manager duties as needed. Manage daily operations by providing leadership and development to relevant staff. Partake in euthanasia decision making and processes.

OTHER DUTIES/FUNCTIONS:

• Other Duties as Assigned. Performs other duties as assigned to ensure a positive public image and to enhance the operation of the organization and improve the quality of life for animals. May include organization-wide support as needed such as but not limited to participation in events, serving as spokesperson, fundraising, covering other operational departments, and Hawaiian Humane's role as a first responder to disasters.

JOB CONDITIONS:

• Work Environment: Outdoors in all types of weather; indoors under regular kennel and office conditions.
• Equipment Use: Computer, database and telephone systems. Use of all sheltering-related animal equipment including tools for containing animals humanely, safely, and securely.
• Hours: Based on operational requirements. Must be available full-time, which may include some weekends and holidays.

MENTAL, PHYSICAL, AND COMMUNICATION DEMANDS:

• Ability to utilize effective problem solving/decision making skills
• Ability to demonstrate exceptional discretion, judgment, impartiality and confidentiality when dealing with personnel issues, financial issues and proprietary information.
• Ability to demonstrate high degree of independence, initiative and organization.
• Ability to maintain a professional appearance and exercise sound judgment during all interactions with the public, staff and volunteers.
• Ability to set goals, prioritize, delegate work and provide feedback to others to complete multiple tasks on or before deadline.

QUALIFICATION REQUIREMENTS:

• Skills/Knowledge: Professional experience working with animals in a veterinary or animal welfare environment. Excellent interpersonal and written communication skills. Ability to utilize effective problem solving/decision making skills. Strong organizational skills with high attention to detail. Proficiency in Microsoft Office programs (Word, Excel, PowerPoint) programs and shelter database systems, PetPoint preferred.
• Education/Training: University or College degree preferred or equivalent experience required.
• Experience: Minimum five years professional experience in a veterinary or animal shelter environment preferred. Minimum three years of people management and program development preferred.

The above information on this job description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.