Warrior Relations Assistant Manager

Determined to end Veteran suicide, K9s For Warriors is the leading nonprofit organization providing Service Dogs to military Veterans nationwide suffering from PTSD, traumatic brain injury, and/or military sexual trauma — at no financial cost to the Veteran. Founded in 2011 as a 501(c)(3) nonprofit organization, K9s For Warriors is committed to saving lives at both ends of the leash by primarily rescuing dogs and pairing them with Veterans in need. In order to continue the great work we’re doing, we’re looking to add a Warrior Relations Assistant Manager to our amazing team!

SUMMARY/OBJECTIVE

The Warrior Relations Assistant Manager, under the direct supervision of the Warrior Relations Manager, assists with overseeing the daily operations of the Warrior Relations team and ensuring a high-quality, consistent experience for our applicants and Future Warriors. This role provides leadership and quality assurance for Warrior Relations Specialists, while serving as a senior point of contact for complex or sensitive Warrior needs.

The Warrior Relations Assistant Manager plays a key role in driving operational effectiveness, supporting team performance, and ensuring alignment with organizational standards and program goals. This position contributes to decision-making, process improvement, and cross-functional coordination to enhance both the Warrior experience and internal team efficiency.

ESSENTIAL FUNCTIONS

• Assist in onboarding, training (including other Warrior Operations members learning the application process), mentoring new team members, and contributing to team development and long-term success
• Support the Warrior Relations Manager in managing team priorities and maintaining accountability for deadlines
• Serve as support in the absence of the Warrior Relations Manager, ensuring continuity of operations
• Collaborate with the Warrior Outreach Manager and assist with coordinating the Warrior Mentorship Program
• Serve as a point of contact for first level of escalation of complex Warrior issues
• Support with processing Warrior applications, and conducting points of contact for Future Warriors
• Review completed Warrior application files and provide informed recommendations for approval, conditional, or disapproval in alignment with program and organizational criteria
• Exercise independent judgment in identifying concerns or additional information needed within Warrior applications
• Identify inefficiencies or gaps in processes and provide actionable recommendations to leadership to improve efficiency and outcomes
• Collaborate with Warrior Training & Education, K9 Training, and any other departments to ensure transparent communication and coordination
• Oversee preparation and quality of Warrior information and documentation
• Provide timely Warrior information to the K9 Training Team to support effective Service Dog pairing decisions
• Provide timely Warrior information to the onsite Mental Health Clinician and/or Lead Case Manager as needed for Future Warrior needs or concerns
• Collaborate with Marketing for high profile/sponsored dogs. Confirming Warrior details prior to their pairings by maintaining up to date information and reporting as they approach class.
• Support and track any Future Warrior workplace accommodation issues
• Assist with the Warrior scheduling process
• Oversee accurate and timely documentation of Warrior information across systems
• Monitor team adherence to documentation and communication protocols and timelines
• Support implementation of new processes or needed documentation
• Review files after each Warrior class graduates to confirm all documentation is there prior to providing files to Outreach.
• Process Warrior Background Checks and Status Changes

OTHER DUTIES:

• Perform any other duties as assigned
• Evening and weekend duty when required
• Travel to attend events or provide program support, as needed

SUPERVISORY RESPONSIBILITIES:

• Oversee the Warrior Relations team to ensure the completion of day-to-day tasks
• Direct the work of four or more full-time Warrior Relations Specialists
• Exercise discretion and independent judgment on matters that are core functions of K9s For Warriors’ mission

CORE COMPETENCIES:

• Integrity
• Team leadership and motivation
• Cooperation
• Planning and Organizing
• Decision Making/Problem-Solving
• Time management
• Customer Orientation

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• Knowledge of the Veterans community and issues regarding serving clients from this community
• Experience in working with Veteran Service Organizations and the Department of Veterans Affairs
• Ability to work with persons with mental and physical disabilities
• Bachelor’s degree or equivalent work experience
• Strong organizational and problem-solving skills, with the ability to coordinate priorities
• Experience working in customer service field preferred, e.g. customer service associate
• Possess patience to interact with challenging clients
• Experience leading, mentoring, or managing individuals, teams, projects, and initiatives.
• Demonstrates leadership through ownership of projects, initiatives, or cross-functional work.
• Experience dealing with potential crisis situations preferred
• Strong verbal, written, and oral communication skills
• This position requires the candidate to possess a strong ability to speak clearly and effectively as well as the ability to listen to and hear clients who may be challenging or in distress
• Valid driver’s license and meet policy requirements for company auto insurance

PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• In addition to working on a computer, this position would require the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary. This role also requires walking and standing for interim periods of time to communicate in person with the warriors.
• Ability to exert a moderate to extensive amount of physical effort, including stooping, crouching, twisting, turning, walking stairs, climbing, and lifting up to fifty (50) pounds individually. Exposure to unpleasant odors or sounds. Exposure to chemicals, loud noises, and inclement weather.