Care Center Manager

Job Description 

Organizational Overview: 

Better Together Animal Alliance (BTAA) is a non-profit animal welfare organization rooted in compassion, respect, integrity, and stewardship. Our mission is to create and support meaningful connections by enhancing the lives of dogs, cats, and the people in our community who love them. While sheltering is a part of our work, we prioritize proactive, community-based programs that empower pet owners and keep pets in homes. 

Summary: 

The Care Center Manager leads and integrates all aspects of BTAA’s care center operations, including front desk services, animal care for canine and feline teams, and customer engagement. This role is responsible for developing a compassionate, solutions-based team culture that supports both animals and people. The Care Center Manager ensures seamless operations, adherence to policies, high-quality care, and timely outcomes for animals through effective pathway planning, staff training, and strategic collaboration across departments. 

BTAA Expectations of Employees: 

● Provide exceptional customer service to our community members and team. ● Lead by example and model BTAA’s values of compassion, integrity, respect, and stewardship. 

● Foster a positive and inclusive team culture that prioritizes empathy, logic, and problem-solving. 

● Support community engagement that reduces the need for sheltering and builds trust in BTAA.

Essential Responsibilities: 

Leadership & Team Management 

● Supervise the canine, feline, and front desk teams, providing coaching, performance feedback, and professional development. 

● Administer personnel policies, including hiring, training, scheduling, and conflict resolution, in accordance with laws and organizational values. 

● Motivate and inspire the team to achieve organizational goals and work collaboratively across departments. 

Customer Experience & Community Engagement 

● Develop and implement a customer service framework that helps staff and volunteers provide consistent, compassionate support. 

● Navigate sensitive or emotional community situations with empathy and professionalism. ● Enhance the public’s understanding of BTAA’s programs, values, and shelter policies. ● Monitor customer service interactions and outcomes to identify training opportunities. 

Animal Care & Shelter Operations 

● Ensure the daily care, housing, and behavioral well-being of all shelter animals. ● Collaborate on effective pathway planning for incoming animals, including foster, adoption, behavior, and medical tracks. 

● Support or participate in behavioral assessments, dog-to-dog intros, and playgroups. ● Maintain a live, accurate census for animals in shelter and foster care. ● Oversee the intake and adoption processes, striving to reduce average length of stay and improve adoption success. 

Technology & Marketing Integration 

● Ensure timely and quality-controlled animal photos, bios, and updates in PetPoint and on the website. 

● Identify animals needing enhanced marketing and collaborate with communications staff to promote them.

Compliance, Reporting & Budgeting 

● Ensure operations comply with OSHA, animal care regulations, and BTAA safety standards. 

● Maintain and review incident and injury logs. 

● Assist in budget development with a focus on cost control and resource maximization. ● Complete required monthly and contract reports accurately and on time. 

Training & Program Development 

● Lead team training initiatives, including Fear Free certification and customer service programs. 

● Provide onboarding and continuous education that reflects BTAA’s goals and values. ● Use data and metrics to track progress, identify areas for improvement, and inform decision-making. 

Competencies: 

● Oral & Written Communication – Clear, persuasive, respectful communicator; strong documentation skills. 

● Customer Service – Empathetic, responsive, and solutions-focused. ● Ethics & Integrity – Upholds BTAA’s mission and values in all interactions. ● Leadership & Coaching – Motivates others, builds trust, and holds the team accountable. 

● Operational Awareness – Understands systems, logistics, and resource allocation. ● Safety & Security – Observes procedures, manages risk, maintains clean and safe facilities. 

● Dependability – Follows through on commitments, meets deadlines, and adjusts when needed. 

Position Requirements: 

● Minimum 2 years of management experience, preferably in animal welfare or a related field. 

● Demonstrated experience in customer service or community-facing roles. ● Strong interpersonal and conflict resolution skills. 

● Proficiency in MS Office, animal shelter software (e.g., PetPoint), and willingness to learn new systems. 

● Valid driver’s license and clean driving record. 

● Ability to lift up to 40 lbs and work in a physically active environment.

● Some travel and weekend/evening availability may be required. 

Work Environment: 

● Exposure to animals, animal waste, cleaning chemicals, and zoonotic disease risk. ● Mixture of office work, hands-on animal care, and public interaction.