Adoptions Manager

Almost There: A Mom + Pups Rescue

Job Description

ADOPTIONS MANAGER
Almost There Rescue | Phoenix, Arizona Salary Range | Full-Time On-Site

About Almost There: A Mom + Pups Rescue (ATR)
Almost There: A Mom + Pups Rescue (ATR) is a nonprofit organization in Phoenix, Arizona dedicated to providing loving care for pregnant and nursing dogs, puppies, and other at-risk canines until they are ready for adoption. We are passionate about giving dogs the best start possible and creating meaningful connections between animals, adopters, fosters, volunteers, and our community. With a dedicated team of approximately 24 staff members and a shelter capacity of approximately 100 dogs, ATR has spent over a decade building a meaningful impact in the Phoenix community.

Position Summary
The Adoption Manager leads adoption operations while overseeing the Front Desk Team and reports directly to the Behavior + Outcomes Director. This role is responsible for creating a seamless, informed, and supportive adoption experience for the public while ensuring strong operational systems and team performance behind the scenes.
This position includes conducting adoption appointments, providing behavioral guidance, managing the return process, developing adopter resources, marketing adoptable dogs, planning and coordinating adoption events, and ensuring all dog information remains accurate and up to date.
The Adoption Manager trains, mentors, and supports the front desk team while stepping in to fill roles as needed. Strong leadership, organization, customer service, and communication skills are essential, along with compassion, positivity, and confidence handling dogs. This role requires openness to feedback, goal-setting, and consistent innovation to strengthen processes, improve outcomes, and build a collaborative, accountable team culture.

Key Responsibilities
Leadership & Team Culture
● Train and oversee Volunteer Matchmakers, Ulti-Mutt Receptionist Volunteers, Front Desk Supervisor, and Front Desk Receptionists (FDRs), filling in when necessary.
● Update and maintain the master versions of all Front Desk, Adoption, and Intake Standard Operating Procedures (SOPs) and informational guidelines.
● Create, collaborate on, and adjust volunteer programs (such as PAC, the Volunteer Matchmaker, The Ulti-Mutt Receptionist role, PTTR, Puparazzi) that directly impact and enhance adoption appointments and outcomes.
● Screening FDR applications, conducting interviews, and making final hiring recommendations. Recommend and execute employment termination decisions for FDR staff when performance standards are not met.
● Provide consistent, positive leadership with warmth, clarity, and professionalism.
● Support and mentor FDRs through hands-on guidance, formal performance reviews,
regular check-ins, and follow-ups after feedback.
● Conduct monthly meetings with FDRs and collaborate with the Front Desk Supervisor
to manage daily tasks, facilitate interdepartmental communication, and assist with
scheduling.
● Actively foster a positive team culture centered on collaboration, respect, and shared
success.
● Brainstorm and implement morale-boosting activities for the FDR team and ways for
them to grow in their roles and within ATR to maintain retention.
● Make informed, timely decisions regarding adoption processes, team performance,
and day-to-day front desk operations in alignment with organizational policies.
● Delegate tasks as needed.
Customer Service & Adopter Experience
● Provide exceptional customer service to the public, ensuring positive interactions in person, by phone, and via email.
● Maintain professionalism and positivity with peers, adopters, and leadership, remaining receptive to feedback and direction.
● Ensure the lobby is clean, organized, and welcoming for all visitors daily.
● Provide exceptional adopter experiences, from first contact through adoption
finalization, including managing and scheduling follow-ups and check-ins with recent adopters.
● Offer counseling to potential adopters, guiding them through behavioral needs, and conduct Adult Dog Adoption Appointments with confidence and proficiency around dogs.
● Manage communications with past adopters and coordinate returns when necessary.

Adoption Department Operations
● Maintain up-to-date and accessible adoption paperwork, ensuring all documents are complete and accurate.
● Review adoption paperwork and database entries to confirm accuracy.
● Maintain detailed knowledge of each adoptable dog, including medical and
behavioral updates.
● Take ownership of adoption outcomes by analyzing trends, identifying gaps, and
implementing strategies to improve placement success, reduce returns, and increase adoption revenue.
● Submit timely reporting: monthly updated adoption stats.
● Update dog profiles with current photos and create engaging bios for adult dogs.
● Keep the adoption calendar current and optimize adoption dates.
● Oversee communication and scheduling for participants in the Mutternity Leave
Program.
● Develop educational materials for potential and past adopters to enrich the adoption experience.
● Plan Monthly Adoption Events with the goal of adopting out multiple litters and
community engagement.
● Oversee both adult and puppy adoptions while training FDRs on the adoption process.
● Collaborate on adoption fees with the Communications + Outreach Director and
update based on demand.

Training & Development
● Create and implement structured FDR training programs, including tiered growth opportunities.
● Personally lead onboarding and check-in training for new FDRs.
● Provide daily mentorship, coaching, and skill development opportunities for FDRs.
● Lead and assist FDR training on puppy handling for adoptions and Puppy Preschool.
● Step in to support behavior-related needs when necessary, at the discretion of and/or when delegated by the Behavior + Outcomes Director, and always within established training and handling protocols.

Marketing & Outreach
● Develop and execute adoption outreach strategies outside of social media to expand community engagement.
● Collaborate with the Development Coordinator to maintain an engaging well-presented display, and train staff to upsell merchandise and promote shop items to visitors and the public through creative outreach (flyers, signage, and events).
● Ensure the social media inbox is monitored and responded to by the Front Desk team in a timely manner when the Communications Director is unavailable. Assist with posting or creating content to promote adoptable dogs, initiatives, and adoption events as needed or when directed.

Collaboration & Improvement
● Work closely with other managers to understand the rescue’s internal workings and how each department contributes to the mission.
● Demonstrate excellent collaboration skills to support cross-departmental goals.
● Address and resolve issues escalated by the FDR team.
● Consistently follow through on tasks, action items, and feedback.
● Regularly introduce and implement new ideas to strengthen operations, team culture, and outcomes.
● Support intake coverage as needed at the direction of the Behavior + Outcomes
Director, ensuring continuity of operations during staffing gaps or high-volume intake periods.

Requirements
● Must be physically capable of safely handling and controlling dogs of varying sizes and strengths, including large dogs who may pull, lunge, or require physical redirection. May require lifting or assisting dogs when necessary.
● Ability to be on your feet for extended periods, move quickly in a fast-paced environment, and assist with animal handling when needed.
● Must have a flexible schedule with availability that supports peak adoption hours, including evenings, weekends, and adoption events.
● Must be dependable and punctual, with the ability to consistently meet scheduling demands and fulfill assigned shifts.
● Must have reliable access to a personal computer and be comfortable with data entry, scheduling systems, and internal communication platforms.
● Must have a valid driver’s license and reliable personal transportation to support consistent attendance, offsite adoption events, and occasional transport needs.
● Minimum of 2 years of experience in a team leadership or management role required.
● At least 1 year of experience in an animal rescue or shelter environment is strongly preferred.
● Strong understanding of dog behavior or willingness to learn quickly within a positive reinforcement, force-free framework.
● Ability to fully comprehend, uphold, and enforce ATR’s biosecurity, safety, and handling protocols at all times.
● Proven ability to lead, mentor, and hold a team accountable while maintaining a positive and professional culture.
● Strong communication skills with the ability to navigate sensitive conversations with adopters and staff.
● Highly organized with strong follow-through and attention to detail.
● Comfort working in a fast-paced, emotionally dynamic environment that includes
high-volume public interaction and exposure to animal welfare challenges, including returns and medical or behavioral cases.

This role is expected to evolve as the needs of the organization grow. Responsibilities may be adjusted in collaboration with the Behavior + Outcomes Director.

How to Apply
Please submit your resume and a cover letter outlining your relevant experience and your passion for animal welfare to executiveboard@almostthererescue.org. This position is open until filled — we encourage you to apply promptly.