Manager, Community Services

Humane Society Silicon Valley

Job Description

Love animals? Want to spend your day surrounded by wagging tails and soft purrs?

Humane Society Silicon Valley (HSSV), a privately funded, 501(c)(3) non-profit, has been serving people and pets in Silicon Valley since 1929. Having facilitated more than half a million animal adoptions, HSSV is a leader in animal welfare through our lifesaving efforts, community programs, and the many ways we are working to move the animal welfare industry forward. Our mission is to save lives, keep families together, and create a better future for pets and their people.

We are a passionate, high-performing team who believes that collaboration is key to our success. Our best work is achieved by leveraging each other’s strengths and creating opportunities for professional growth. Join a team that focuses on our key values of kindness, courage, and impact!

Overview

The Manager, Community Services plays an essential role in strengthening HSSV’s capacity to serve the community while upholding a commitment to excellence. This individual is responsible for driving operational success within key strategic priorities, including “Keeping Families Together” and “Saving Lives.” The role oversees a diverse range of community programs such as public and shelter animal medical services, pet pantry distribution, and customer experience initiatives. With a focus on compassionate service delivery and continuous improvement, this individual ensures these programs are impactful, accessible, and aligned with our organizational values.

The ideal individual is passionate about developing and leading a high-performing team focused on customer service and operational excellence. They thrive on solving high impact challenges, are confident managing day-to-day operations, and excel in a highly collaborative environment, partnering effectively with teams and stakeholders across all levels of the organization.

Duties and Responsibilities

-Build and Lead the Team: Spearhead hiring, team building, employee relations, communications, training, performance management, and goal setting; maintain a high level of visibility within the team.
-Champion a Culture of Excellence: Drive customer service at all HSSV locations including the main shelter and offsite community clinics, ensuring staff and volunteers have the tools they need to deliver high-quality, compassionate, and responsive service across all community programs.
-Collaborative Decision-Making: Lead with inclusivity by valuing diverse perspectives and shaping decisions that reflect our commitment to equity and access. Leveraging internal and external stakeholder needs, implement best practices that ensure every interaction delivers an exceptional, customer-first experience aligned with our mission.
-Apply Innovate Problem-Solving: Analyze key metrics to uncover opportunities for process improvement, leveraging data-driven insights to guide decision-making, translate findings into action, and communicate impact through clear and compelling storytelling.
-Other job duties may be assigned as needed.

Requirements

-Experience with successful people and program management in a dynamic setting; veterinary or animal related environments preferred and social work or non-profits a plus.
-Experience handling animals safely and humanely or willing to learn.
-Demonstrated leadership with excellent problem-solving, process improvement, and decision-making abilities.
-Ability to handle multiple projects and programs in parallel in a fast-paced environment.
-Previous experience working in a highly collaborative environment with cross-functional teams.
-Forward looking and strategic, with a strong initiative to strive for impact.
-Ability to quickly adapt and adjust to the changing needs of the organization and community.
-Outstanding interpersonal and relationship building skills (with diverse internal and external audiences), including excellent written and verbal communication skills.
-Advance Microsoft Office skills, especially Excel and experience with data analysis.

Work Days and Hours
Hours are flexible and based on organizational need. Will include one weekend day and rotating holiday coverage with the management team.

Candidate Tip
Add "apps.bamboohr.com" to your email contact list so you make sure to receive emails from HSSV regarding your application.