We are the SF SPCA! We take care of animals…and their people. We have doctors and nurses who take care of the animals, AND we have a whole team whose job is to take care of the people. That team needs a rock star leader – someone who excels at creating an amazing client experience. In fact, a Manager of Client Experience!

Pets don’t come to the SF SPCA hospital all by themselves – they bring their companions with them. Those companions, our clients, are a special group of animal lovers who are seeking the best care for their cats and dogs and we are the professionals who can help them during everything from regular check-ups to surgeries and emergencies. We value our clients and know that visiting the vet can be a nerve wracking time. So we make it our mission to meet them where they are, lead with empathy and compassion, and ensure every visit is handled with the care it deserves. Our Client Experience Specialists are the face of the organization – a friendly guide who assists our clients in getting the help they need for their furry family members.

In this role, you will lead a dedicated and knowledgeable team of 15-20 Client Experience Specialists at SF SPCA’s Mission Hospital. Together you will create and perfect work flows, manage our financial assistance programs for clients in need, act as a liaison with the medical teams and other divisions of the organization, deescalate when the going gets tough and generally be a calm, competent, upbeat conductor of a complex orchestra.

Mission Hospital at the SF SPCA is a large, bustling hospital with as many as 9 or 10 doctors working on any given day. If you are someone who loves to be in the middle of it all keeping the trains on the track, then this is the experience for you!

Here for animals since 1868, the SF SPCA is one of San Francisco’s most enduring and respected nonprofit organizations. We offer care and protection to animals in need, and we believe all cats and dogs (and the people who love them) deserve access to high-quality veterinary care.

As a Client Experience Manager, you will:

• Lead by example and set the tone for a thriving team
• Be a culture champion, and an enthusiastic and resilient team player
• Establish psychological safety, and ability for team members to lean on each other while working towards common goals
• Schedule, manage, and direct client services team
• Develop, enhance, and implement client services protocols and procedures
• Offer strategic input on revised Financial Assistance policies and procedures as well as tools and technology designed to improve efficiencies and workflow
• Create and ensure continuous use of supreme customer service standards for the team

The specific bits that will help your candidacy stand out:

• Bachelor’s degree
• Leadership and management experience; a minimum of three years of related work experience as a manager in a fast paced, multi-tasking, high-responsibility environment, preferably within a veterinary or medical environment
• Fluency in Spanish, Mandarin and/or Cantonese is a plus
• Excellent customer service skills and the ability to resolve conflict and de-escalate agitated clients
• Compassionate and culturally competent approach to clients of varying backgrounds and abilities
• Independent, self-starter with superior management, organizational and communication skills
• Skill in operating various software programs such as ImproMed Infinity, ezyVet, MS Office, Excel and Word
• Must be available to work weekends and overtime as needed

Compensation + Benefits:

The anticipated compensation range for this position is $90,000 - $110,000 per year. Starting pay will depend on the length and breadth of experience. Our location is easy access from the freeway, a 10-minute walk from the 16th street BART station, and there is an on-site free, employee parking lot. Our exceptional benefits include medical, dental, vision insurance, a tax-deferred retirement plan + matching funds, PTO, holiday pay, student debt benefit program, and employee discounts.

The San Francisco SPCA welcomes everyone! We know diversity drives innovation and brings new perspectives. We consider our differences valuable assets that help us continually strive to be better at what we do.

If you are ready to use your experience to grow with a well-established, mission-oriented organization and feed your soul in the process, we want to hear from you!