Customer Service Manager

Posting Date

11/14/25

Application Deadline

11/18/25

Pay Range

Anticipated Hiring Range: $73,000 - $94,250 annually
Full Range: $73,000 - $115,500 annually

Salary offers are based on the candidate's equivalent experience and internal equity with other employees within the same job classification. This position is not eligible for overtime
compensation.

Job Type

Unclassified

Department

Animal Care and Control

About the Position

Are you an innovative and versatile leader who is ready to serve the community and have an impact on animal welfare?

The Customer Service Manager plays a vital role in advancing the mission of Maricopa County Animal Care and Control by leading the Customer Service Team and fostering collaboration across multiple departments. This position is responsible for overseeing and supporting customer service operations across multiple shelter locations, ensuring a consistent and high-quality experience for the public. The ideal candidate will thrive in a fast-paced, emotionally sensitive environment while managing staff, overseeing the intake of stray and owner-surrendered animals, processing lost and found reports, and facilitating the reunification of pets with their owners.

Come apply to one of the largest animal shelters in the nation and help us make a difference!

About Us

Maricopa County Animal Care & Control employees are committed to animal welfare and strengthening the human-animal bond in our community. We are always looking to add talented individuals to our team, either at our West or East Valley Animal Care Center. As one of the nation’s largest open-admission shelters, we work with our community to serve the animals and people of Maricopa County. Our adoptions, shelters, clinics, and animal services officer teams learn first-hand about proper care for homeless and stray animals and work hard to help find them new homes.

Proud to Offer

• Work with a greater purpose
• Tuition reimbursement
• Exceptional work-life balance
• Opportunities for growth and development within Maricopa County
• Low-cost, high-value healthcare for you and your qualifying dependents
• Child care benefits, including access to our on-site center Maricopa County Kids Club, dedicated to serving Maricopa County families exclusively
• Paid vacation, sick time, and parental leave
• Extensive wellness program, including healthcare premium discounts
• Maricopa County participates in the Arizona State Retirement System. This defined retirement benefit requires a 12% monthly contribution rate and includes a 100% employer match on Day 1
• Learn more at Work With Us | Maricopa County, AZ

We Require

• One year of experience in a Customer Service Environment
• Two years of experience overseeing an in-person front counter and responding to customer inquiries AND two years of managerial experience
• Bachelor’s degree in public administration, business administration, or a related field required
• Job-related experience may substitute for the education qualifications on a year-for-year basis

We Also Value

• Experience with project management, auditing, and process improvement
• Four or more years of management or supervisory experience

Job Contributions

• Oversee customer service operations across multiple shelter locations. Create a high-performing team to ensure consistent service delivery and policy adherence. Model and reinforce professional, empathetic communication and resolve escalated customer concerns
• Oversee and evaluate intake protocols for stray and owner-surrendered animals, ensuring processes are efficient, humane, legally compliant, and aligned with organizational goals. Identify opportunities to streamline workflows and reduce intake-related bottlenecks
• Manage and continuously improve the Shelter Diversion, lost and found and Return-to-Owner (RTO) programs, ensuring accurate reporting, effective communication, and timely reunification of pets with their owners
• Supervise, support, and evaluate Customer Service Team members across multiple locations, including training, scheduling, daily oversight, and performance management. Monitor team metrics to identify trends, challenges, workflow improvement, and coaching opportunities
• Develop and implement performance metrics for all Customer Service Divi