Guest Experience Manager

About the role

The Guest Experience Manager oversees the Guest Experience department, which includes Guest Relations, Adoptions, and Pet Reunification. They are responsible for delivering exceptional service, resolving guest grievances, and maintaining the integrity of San Diego Humane Society.

Responsibilities

• Direct, guide, coach, and mentor Guest Experience leadership
• Identify developmental needs and provide feedback
• Facilitate the development of solutions to departmental operational challenges
• Serve as a leadership point of contact for disruptive guests
• Mediate and intervene in guest or employee situations
• Oversee monthly credit card reconciliation and daily income processing
• Ensure staff understand and demonstrate the SDHS Way
• Provide recognition and hold employees accountable
• Review staffing levels and cross-train for coverage
• Participate in pathway planning and case review process

Requirements

• Bachelor’s degree or equivalent in related field
• Minimum of four (4) years of related paid work experience
• One (1) year of experience as a supervisor
• Advanced training in animal care preferred
• Bilingual in English/Spanish preferred
• Must become an SDHS Certified Euthanasia Technician (CET) within eighteen (18) months of employment

Qualifications

• Must have a bachelor’s degree or equivalent in related field
• Must have a minimum of four (4) years of related paid work experience
• Must have one (1) year of experience as a supervisor
• Advanced training and/or instruction in field of animal care preferred
• Bilingual in English/Spanish preferred
• Must become an SDHS Certified Euthanasia Technician (CET) within eighteen (18) months of employment

Skills

• Strong leadership and coaching skills
• Excellent communication and interpersonal skills
• Ability to handle stressful situations and maintain composure
• Proficiency in Microsoft Office Suite
• Knowledge of animal care and welfare principles

Benefits

Competitive pay and paid time-off (including your Birthday Day Off!) Comprehensive benefits package, training and well-being programs, 403(b) retirement plan with 5% match after 1 year, free pet adoptions, pet vaccines and spay/neuter services, and much more!

Pay

Starting range is between $70,304 – $ 79,092 per year. The listed hiring range for this position depicts the target range of pay rates for candidates. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. Compensation for internal candidates may increase beyond the listed range based on performance over time.

Schedule

This position works 40 hours per week.