Office Manager

Job Description

Job Description

Description:

POSITION SUMMARY

The Office Manager serves as the administrative backbone of Prison Pet Partnership's program operations at WCCW, with primary responsibility for client service, scheduling, financial administration, records management, and day-to-day administrative support.

As the primary point of contact for outside clients, the Office Manager ensures that inquiries, appointments, payments, records, and communications are handled accurately, professionally, and promptly. The position also provides essential administrative support to the Senior Director of Program Operations and works closely with PPP staff, program participants, DOC personnel, clients, and volunteers.

Success in this role requires exceptional organization and follow-through, excellent customer service, sound judgment, and the ability to independently manage multiple competing priorities. Because the position works primarily within the secure perimeter of a women's correctional facility, strict adherence to DOC policies and appropriate professional boundaries with incarcerated program participants are essential.

ESSENTIAL DUTIES & RESPONSIBILITIES

Client Service & Scheduling

· Serve as the primary point of contact for clients using PPP's boarding, daycare, grooming, and training services.

· Manage client phone calls, email, Gingr communications, appointment scheduling and confirmations, and drop-off and pick-up coordination.

· Explain services, requirements, pricing, and policies to clients clearly and professionally.

· Maintain accurate client and animal records in Gingr and communicate relevant information to program staff and leadership.

· Address routine client questions and concerns, exercising sound judgment about when issues should be escalated.

· Identify opportunities to improve the client experience and maximize utilization of available pet-service capacity.

Office Administration & Records

· Maintain organized, accurate, and reliable administrative systems that support daily program operations.

· Own the organization and ongoing maintenance of physical and digital records, including SharePoint, in accordance with PPP and DOC requirements.

· Identify opportunities to improve, document, and standardize administrative processes; develop and maintain SOPs, checklists, templates, and other resources.

· Manage correspondence, mail, packages, office supplies, and other routine administrative needs.

· Provide day-to-day administrative support to the Senior Director of Program Operations and program team.

· Compile program data and operational metrics and reports for management, board, grant, or other organizational needs as requested.

Financial Administration

· Create invoices and maintain accurate client payment records in Gingr, including recording payments received by credit card, cash, check, ACH, or other methods.

· Maintain appropriate documentation for cash and check receipts, including donations.

· Prepare and make bank deposits and provide donation information to the Development Manager.

· Submit bills, expense coding, receipts, and supporting documentation through Ramp.

· Provide required transaction documentation to PPP's external accountant.

· Assist organizational leadership with budget development and other financial administrative needs as requested.

Program & Participant Support

· Maintain weekly participant payroll records, review physical timecards, prepare monthly timecards, and complete payroll documentation for submission to DOC.

· Coordinate participant onboarding logistics and documentation under the direction of the Senior Director of Program Operations.

· Maintain accurate participant and program records and assist with scheduling and coordination.

· Model professional workplace behavior and provide appropriate task direction, coaching, and mentorship to program participants as assigned.

· Support consistent application of PPP program expectations and DOC requirements.

Program Operations & Animal Support

· Coordinate daily movement of client animals into and out of the program, including scheduled client drop-offs and pick-ups and escorting animals through the facility.

· Safely handle unfamiliar dogs and cats of varying sizes and temperaments following appropriate training.

· Provide occasional animal-handling and operational support to Pet Tech Instructors and other program staff as needed.

· Complete program-related errands, including post office, bank, and supply runs, using a personal vehicle as needed.

CORRECTIONAL ENVIRONMENT

The substantial majority of this position's work is performed within the secure perimeter of WCCW. DOC policies and requirements supersede PPP policies where applicable.

The Office Manager must maintain appropriate professional boundaries with incarcerated program participants and strictly follow all applicable DOC and PPP security, confidentiality, technology, property, material-control, and facility procedures. The position requires sound judgment, professionalism, situational awareness, and respectful communication with individuals from diverse backgrounds and life experiences.

The Office Manager must successfully complete and maintain all DOC-required background clearances, training, and facility-access requirements.

This position does not supervise PPP employees but may provide task direction, coaching, and mentorship to program participants as part of the program team.

QUALIFICATIONS

Required

· Minimum four years of progressively responsible experience in office management, administrative coordination, customer service operations, or a related role.

· Demonstrated ability to independently organize work, manage multiple competing priorities and deadlines, and maintain accuracy and timely follow-through.

· Excellent customer service and communication skills, including the judgment to resolve routine concerns and appropriately escalate more complex situations.

· Experience handling payments, expenses, receipts, reconciliations, or similar financial administrative responsibilities.

· Ability to establish and maintain effective administrative systems, records, and processes and identify opportunities for improvement.

· Strong computer skills, including Excel and common office productivity tools, with the ability to quickly learn new systems.

· Ability to build positive working relationships while maintaining appropriate professional boundaries.

· Ability and willingness to safely handle unfamiliar dogs and cats.

· Valid driver's license, automobile insurance meeting Washington State requirements, and reliable personal transportation for business-related errands.

· Ability to successfully meet all DOC requirements for working within WCCW.

· Commitment to PPP's mission, values, and vocational-training model.

Preferred

· College coursework or degree in business administration, nonprofit management, office administration, or a related field.

· Experience in boarding, grooming, veterinary services, animal welfare, or another animal-services setting.

· Experience with Gingr or comparable scheduling/reservation software, Ramp or similar expense-management software, and collaborative tools such as SharePoint and Teams.

· Experience in a nonprofit, correctional, workforce-development, vocational-training, or other mission-driven environment.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

The Office Manager performs approximately 95% of their work within the secure perimeter of WCCW and regularly moves throughout the facility. The position involves working in close proximity to dogs and cats of varying sizes, behaviors, and temperaments. The employee must be comfortable handling animals they do not know and able to lift and carry at least 40 pounds and, following appropriate training, safely maintain physical control of dogs during animal movement.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Prison Pet Partnership values diverse perspectives and life experiences and welcomes applications from people who will help us consistently demonstrate the values of equity, respect, and partnership. PPP encourages people of all backgrounds to apply, including previously incarcerated individuals (minimum 7 years post-release), Black, Indigenous, and people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans. Individuals interested in joining our team must be committed to racial, social, and economic equality for ALL people in our community.

Prison Pet Partnership is an Equal Employment Opportunity (EEO) Employer. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay, or other forms of compensation.