Adoption Program Manager

Seattle Humane

Job Description

Seattle Humane seeks a compassionate, mission-driven Adoption Program Manager to lead and evolve our dynamic Adoptions program. The Adoption Program Manager is responsible for the overall performance of the Adoption department, with a primary focus on creating a positive customer experience. Seattle Humane places ~6000 animals per year into homes and communities throughout the region. The Adoption Program Manager leads their team in a busy environment, focusing on client engagement and ensuring adopters have a positive and welcoming experience at the shelter. The Manager reports to the Pet Support Services Director, and works closely with Marketing, Development and Operation teams to implement creative adoptions focused campaigns and partnerships. They play a key role in developing, implementing, and evaluating adoptions operational programs and services. The Adoption Program Manager provides leadership, supports the mission, goals and philosophy of Seattle Humane, and adheres to the Team Charter.

Why Work With Us?

For this position, the salary range is $32.65 to $33.65/hr. in addition we offer the following benefits:

Full health coverage
Generous PTO and paid holidays
Matching retirement plans
Pet allowance, sabbaticals, and employee discounts
Daily joy from working alongside animals and animal lovers

KEY OR ESSENTIAL FUNCTIONS:

Reports to the Pet Support Services Director; keeps clear and open lines of communication allowing for close collaboration to address issues and celebrate team successes
The Adoptions team is the primary customer facing program for the community. This role maintains and models a high level of customer service towards both internal and external parties
Directly supervises the Adoption Program Supervisor; supports Adoption Program Supervisor with their duties and responsibilities including:
Hires, trains, and motivates team members to provide for their growth and to maximize their potential for the good of the organization
Screens training and performance evaluation practices to ensure quality staff development
Coaches team members to meet established goals and objectives
Verifies that organization and department policies and procedures are being followed while attaining high standards of customer service
Provides timely communication of department or agency updates to department staff
Conducts department staff performance reviews according to agency timelines
Conducts disciplinary meetings and maintains related documentation per HR guidelines
Ensures high standards of customer service and animal care
Covers staffing shortages or absences
Develop and maintain staff schedules to ensure adequate coverage for the 6 days per week that we’re open to the public
Participates in meetings to discuss current animal population; provides feedback and shares adoption trends
Oversees adoptions procedures, policies and overall performance of team
Ensures Petpoint documentation procedures are followed to clearly and effectively communicate and track animal placement progress
Collaborates with Marketing to co-create and implement special adoption programs, discounts, and promotions
Collaborates with Operations Management team to support animal care needs and placement goals
Works closely with External Relations team, which includes Marketing & Communications, Volunteer Services, Education and public Dog Training
Develops, supports, and sustains partnerships with vendors and other community connections
Develops and maintains program resources, including public-facing website platforms and online/print materials
Closely monitors effectiveness of volunteer assignments
Maintains a high level of communication with the Volunteer services team regarding volunteer position updates and recruitment needs
Collaborates on the creation and delivery of a variety of adoption promotion campaigns and partnerships
Provides the public with timely, courteous, informative and accurate information regarding animal care and behavior, SH services and programs, and agency referrals
Investigates complaints pertaining to department services in a timely and objective manner
Prepares and submits department reports and/or other data as requested, including, but not limited to, Profit and Loss statements, monthly statistics, board reports, and grant tracking documentation
Assists in writing and editing communication including newsletters, SOPs, and grants for operational needs
Completes and files all paperwork and other records accurately; adheres to the files and records retention policy and procedures
Works on other assigned programs and special projects as directed
Assists Pet Support Services Director in submitting program budget requests, follows established annual budget amounts for program accounts, and monitors program inventory
Submits department purchase orders and expense reports following agency guidelines and timelines

SECONDARY FUNCTIONS:

Adheres to Seattle Humane Standard Operating Procedures
Promotes a positive, supportive, cooperative work environment based on mutual respect and open communication
Responsible for reading and responding to work email at the beginning of each shift and during each shift as necessary
Attends department, leadership, and full staff meetings as requested and participates with ideas and suggestions designed to improve shelter services programs and working conditions
Schedules and leads team meetings on a regular basis
Reports any health, behavior, safety, or security concerns in a timely manner
Performs Manager-on-Duty functions as assigned
Performs opening and closing procedures for department
Fills in for direct reports when necessary
Other duties as assigned

SUPERVISORY RESPONSIBILITY:

Directly supervises Adoption Program Supervisor
Supports Adoption Program Supervisor with managing Adoption Program staff
Provides leadership for all department employees and volunteers

COMMUNICATIONS:

Daily communication with supervisor regarding concerns, ideas, and updates
Daily communication with staff and volunteers in person and through email, written procedures, company database(s)
Daily close collaboration and communication with other Operations departments regarding interdepartmental concerns and needs, as well as animal cases
Regular contact with clients in person, over the telephone, email or direct mail
Regular collaboration with marketing and development staff regarding pet requests, social media/website content requests, and events
Regular contact with other animal welfare agencies, veterinary clinics, and community partners
May act as representative of Seattle Humane for donor and media events

COMPLEXITY:

A high degree of independent judgment required. The nature of the job will vary. Must be able to coordinate staff and volunteers and remain focused on agency goals and objectives. A strong attention to detail and the ability to professionally respond to unexpected questions, comments or requests from other divisions or the public is required. Must be able to maintain concentration on a task or series of tasks while dealing with frequent interruptions. Must be able to work well without direct supervision. The ability to motivate, negotiate and mediate is important when handling a variety of personalities and emotions. Must be able to communicate effectively and display cultural competency with many people with varying backgrounds. Requires excellent customer service skills. Must work well within a collaborative team setting.

Qualifications
KNOWLEDGE/EXPERIENCE/EDUCATION OR TRAINING:

3 years of Customer Service experience required
1 year of experience managing and training a team is required
1 year of professional experience handling animals is preferred
Experience working with and training volunteers strongly preferred
Must have excellent oral communication skills
Must be able to write clearly and listen effectively
Must possess the organizational and planning skills to determine work priorities and schedules
Basic knowledge of Word and Excel; must be familiar with Windows environment, internet use and e-mail; experience with databases and data entry helpful

LICENSES/CERTIFICATES REQUIRED:

High school graduate or possess a GED preferred
Capable of being certified in (human) CPR/first aid and mental health first aid
Valid Washington State driver’s license with good driving record

PHYSICAL/MENTAL REQUIREMENTS:

Must communicate clearly and concisely, both orally and in writing
Must be comfortable working around dogs, cats, rabbits, guinea pigs, rats, mice, hamsters, gerbils and chinchillas
Must be comfortable administering medications and injections to pets or becoming trained to do so
Requires the ability to solve problems and make clear decisions quickly
Must have good attention to detail and be able to concentrate and produce accurate work despite frequent interruptions
Must be able to organize and manage multiple and complex projects
Must be able to focus on strategic goals and objectives
Must possess the ability to be sensitive to other opinions, perspectives, or cultures
Must be able to offer excellent customer service (internal and external)
Must feel comfortable in dealing with a variety of unpredictable customer experiences
Must exhibit initiative and motivation in performing all duties
Must have good dexterity and reflexes, especially when restraining or moving an animal
Must be able to lift and carry at least 50 pounds with or without accommodation; crouch and bend at the waist and kneel; must be able to control dogs up to 200 pounds when on a leash

WORKING CONDITIONS:

General office and animal shelter environment. When handling animals, there is a potential of animal bites, exposure to zoonotic diseases, animal dander and noise. Potential for working with angry or irate customers. Involves entering and leaving work areas alone and at night.
Equipment Used: Desktop computer and printer, general office supplies, multi-lined telephone, copier, calculator, credit card machine, microchip scanner, nail trimmers, safety boots, hearing protection, eye protection, respirators, gloves, animal leashes/collars, animal carriers, clothes washer and dryer, broom, mop, vacuum, hoses and nozzles, sprayers, scrapers, squeegees. Occasional use of company vehicles, syringes, animal restraint equipment, muzzles, dog fight equipment.
Chemical Interaction: A wide variety of cleaners, disinfectants, detergents, and medical products are used on a daily basis. Each position at the SH will likely encounter these chemicals during the routine performance of their duties. Specific instructions will be provided by an SH staff member for the safe and proper use of these chemicals. If there are any questions regarding this information, copies of our chemical MSDS sheets are available for review. If asked to use a product that is unfamiliar, contact your supervisor for proper instructions.
Work Hours: Full-time non-exempt position. 40 hours per week scheduled. Must be available evening and/or weekend hours. Schedule may vary depending on coverage needs due to staff PTO, holidays, or emergencies.

SEATTLE HUMANE CORE VALUES:

Candidate should be committed to Seattle Humane’s Core Values:

Compassion

Accessibility

Innovation

Responsibility

Teamwork

The Benefits:

At Seattle Humane, we believe in investing in our people, you'll receive competitive benefits and perks, including full health & wellness coverage, generous paid time off starting at three weeks, 10 paid holidays, an employer matching retirement plan, personal pet allowance, employee sabbaticals, discounts, and you get to work around cute animals!

Check out our LIST of benefits and perks HERE

Sound like something you want to be a part of? Then apply today!

Who we are:

Seattle Humane is more than a shelter, we are a community resource center. We're meeting the increasing need for pet owner support services, so that families don't have to choose between an overdue bill and a beloved family member. We're training the next generation of veterinarians in our state-of-the-art medical center. We're building a community of animal advocates through our volunteer and youth education programs. The impact of Seattle Humane is life-changing, for the animals in our care and the people who love them. Our top priority is to connect animals in need of rescue with the people who will love them. Through our outreach, advocacy, and services, we strive to ensure that animal companionship is accessible to all.

Take a look at our Vision for the Future, which will guide our work and priorities in the years to come.

Equal Opportunity Statement:

As an equal opportunity employer, Seattle Humane is committed to providing employment opportunities to all qualified applicants and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status or any other basis prohibited by applicable law.