Animal Resource Center Manager

About the Role

Pasadena Humane is a non-profit animal welfare organization seeking a passionate professional to lead our Customer Care/Call Center Team. This role provides exemplary, non-judgmental, and transformative customer service to the public, overseeing inquiries, appointments, lost and found programs, and animal intake diversion. The goal is to keep animals in their homes, reunite pets with owners, and find placement for homeless animals through transparent communication and resources.

Responsibilities

• Oversee and manage Pasadena Humane’s Customer Care and Call Center departments, including policy development and dissemination for inclusive community engagement.
• Collaborate with the Helping Paws Manager to train staff on prevention, diversion, and services before shelter intake.
• Guide staff to offer alternatives to wildlife and healthy animal intakes.
• Develop and offer services across departments that may be preferable to shelter intake.
• Collaborate with the Community Cat Program Manager to ensure staff shares relevant information on prevention and diversion services.
• Promote responsible human-animal relationships by sharing accurate, up-to-date information tailored to individual client needs.
• Ensure consistent and current messaging across departments.
• Manage data reporting, maintain records, and ensure compliance with policies and laws.
• Oversee hiring, training, evaluation, and coaching of staff and volunteers.
• Provide weekly updates on policy or program changes and conduct refresher trainings.
• Ensure timely responses to email, phone, and in-person inquiries.
• Facilitate reuniting animals with owners by following lost and found procedures.
• Ensure animal ownership transfers comply with state laws and local codes.
• Stay updated on best shelter practices and customer care research.
• Maintain a welcoming and safe reception area.
• Oversee timecards, reviews, and staff development.
• Guide staff in processing payments, handling funds, and following closing procedures.
• Promote positive relations with the public, volunteers, and staff while upholding Pasadena Humane’s mission and values.
• Address customer complaints and act as a steward of the organization’s core values.
• Represent Pasadena Humane at external meetings, liaise with organizations, and speak publicly on behalf of the organization.
• Enforce safety and risk management standards and participate in safety programs.
• Lead or participate in special department projects and collaborate with other managers.

Requirements

• Associate’s degree preferred; equivalent combination of education and experience considered.
• 5 years of experience in animal welfare, with at least 3 years in a supervisory role with training responsibilities.
• Experience working with diverse public in varied settings.
• Excellent interpersonal, communication, leadership, and public speaking skills.
• Knowledge of animal health and behavior; ability to learn routine medical treatments (e.g., vaccines).
• Strong customer service skills and ability to model excellent service in a fast-paced environment.
• Proven experience in team-building, performance management, and goal-setting.
• Bilingual (Armenian, Spanish, Mandarin, and/or Cantonese) a plus.
• Creative problem-solver with proficiency in shelter systems, Microsoft Suite, and email.
• Commitment to professional development through workshops, seminars, and conferences.
• Ability to meet deadlines, work independently, and manage multiple projects.
• Strong organizational skills, professional judgment, and ability to maintain confidentiality.
• Program development skills and experience using data to inform decisions.
• Ability to model Pasadena Humane’s core values: Learning, Integrity, Collaboration, and Kindness.
• Positive attitude, sense of humor, and ability to work as part of a team or independently.

Schedule

• Regular and on-time attendance required.
• Availability for early hours, weekends, and holidays based on department needs.
• May be required to work during emergencies to maintain essential services.

Working Conditions

• Fast-paced environment with exposure to live and deceased animals, including those with uncertain dispositions.
• Physical demands include standing, walking, sitting, reaching, climbing, stooping, kneeling, and lifting up to 50 pounds.
• Requires close, distance, color, peripheral, and depth perception vision abilities.