Guest Experience Manager

San Diego Humane Society is hiring a full-time Guest Experience Manager for our San Diego team!

How you'll impact our mission:

At San Diego Humane Society, we're united by our mission to Inspire Compassion, providing hope and advancing the welfare of animals and people. Under general guidance from the Director of Guest Experience, the Guest Experience Manager is responsible for the direction, vision and operations of the Guest Experience department, which includes Guest Relations, Adoptions and Pet Reunification. The Manager will ensure that the highest levels of service are provided for all guests and will support Guest Experience leadership and staff to successfully execute operations.

This role delivers service at the gold standard level in alignment with the SDHS Way, to meet the needs of animals and the people who love them by leading with compassion, finding creative solutions, providing personalized care and building connections. If you're passionate about making an impact in the animal welfare movement, we'd love to talk to you.

What's in it for you?

At SDHS, we're proud to be an Equal Employment Opportunity Employer and commit to being a place where every person – staff, volunteer, and guest – can feel a sense of belonging. We support and invest in employees through conscious delivery of benefits and a workplace environment based on our Core Values.

As an employee you'll enjoy:

• 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 so much more!

What you'll do:

• Direct, guide, coach, and mentor Guest Experience leadership, including setting performance standards and monitoring performance. Identify developmental needs to improve their knowledge or skills, provide feedback, and engage in corrective action as needed.
• Identify and analyze department operational challenges and facilitate the development of solutions. Set short-term goals and direct the long-term goals of the department ensuring all are met.
• Serve as a leadership point of contact for disruptive, combative or difficult guests and resolve elevated guest grievances and concerns in person, over the phone and via email. Mediate and intervene in guest or employee situations as needed to ensure the integrity of SDHS is maintained, guest satisfaction is achieved, and employee well-being is preserved.
• Oversee monthly credit card reconciliation and daily income processing for transactions, audits and reports, banking, and petty cash.
• Ensure staff understand and demonstrate the SDHS Way through their interactions with guests, volunteers and coworkers. Provide recognition and celebrate successes as appropriate, while also providing feedback and holding employees accountable when they fall short of expectations. Ensure staff are properly trained and conduct professional guest interactions to effectively communicate SDHS policies and procedures.
• Assist Supervisors with interviewing, hiring, training, evaluation, corrective action and termination of employee team members to build and maintain a dynamic team. Review staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Provide input and participate in pathway planning and case review process, capacity assessment and population management as it relates to animals in statuses that the Guest Experience teams are responsible for.
• Cross-train to provide coverage for Campus leadership so that critical decisions can always be made for staff and guests, including serving as the leadership point of contact in absence of the Director of Guest Experience.

What we're looking for:

• Must have a bachelor's degree or equivalent in related field and a minimum of four (4) years of related paid work experience, or any equivalent combination of education and experience.
• One (1) year of experience as a supervisor required, additional years of supervisory experience preferred.
• 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 and maintain certification.

Location & Hours: Based at our San Diego Campus. This position works 40 hours per week.

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. For all candidates, the actual starting pay rate is determined by a variety of factors, including but not limited to your years of related education and experience, internal pay equity, and position location.

To learn more about our benefits and perks, click here.