Senior Director, Operations

ASPCA

Job Description

Summary:
Are you a skilled, strong team leader who thrives in a fast-paced, complex work environment? Do you love to collaborate with other leaders and engage in creative troubleshooting? Are you as passionate about cultivating a healthy team culture as you are about helping at-risk animals? If so, the role of Senior Director of Operations at the ASPCA’s Recovery & Rehabilitation Center (R&R Center) might be right for you!

The Senior Director of Operations will supervise a branch of 25 staff: the Manager of Placement & Transport (direct report), the Senior Manager of Volunteers & Foster (direct report), the Senior Manager of Care & Enrichment (direct report), the Transport Coordinator (indirect report), 3 Managers of Care & Enrichment (indirect reports), and 18 Care & Enrichment Technicians. In addition to serving as a critical part of R&R Center leadership, this role oversees all Operations Branch functions, including intake procedures, daily care and low-stress husbandry and housing, a robust enrichment program, foster, volunteer and direct adoptions programs, volunteer/foster training and support, animal placement and transport, facility maintenance, supply and inventory management, working closely with Behavior and Medical staff to maximize both physical and psychological well-being, keeping meticulous animal records, communicating with owners of animals in the R&R Center’s temporary care, and providing input to inform animal pathway planning.

This position is perfect for a leader who embraces the power of teamwork to achieve shared goals. The ideal candidate has a comprehensive understanding of shelter operations and best practices, a gift for leading multiple shelter programs simultaneously, excellent low-stress and defensive handling skills, strong people management and team leadership skills, and superior interpersonal skills.

Recovery & Rehabilitation Center Overview & Upcoming Launch

The R&R Center, currently under construction in Pawling, NY, will be a unique program dedicated to providing integrated sheltering, behavioral, and medical care for canine victims of cruelty and neglect rescued through the ASPCA’s partnership with the NYPD. The R&R Center team will work closely with ASPCA teams in New York City, including the Animal Recovery Center (ARC), the Animal Hospital (AAH), the Canine Annex for Recovery and Enrichment (CARE), and the Adoption Center.

Alongside the R&R Center Vice President, the Senior Director of Veterinary Services, and the Senior Director of Animal Behavior, the Senior Director of Operations will lead R&R Center program development and hiring in preparation for launch in mid-2025. When the facility opens, this group of leaders will provide ongoing supervision and support for a unified integrated care team, establishing a collaborative team culture, prioritizing dogs’ physical and psychological needs equally, continually honing procedures and processes to ensure efficient operations, guiding decisions about animal treatment and outcomes, and collaborating with other ASPCA team leaders.

The target start date for this position will be October 16, 2024. The role will begin remotely and report to the R&R Center in Pawling, NY in 2025.

Responsibilities:

Development Phase: The following responsibilities apply to the R&R Center’s development phase, which includes program development, staff hiring and onboarding, and construction completion. This phase will end after program launch, when the team is fully staffed at the end of 2025.

Responsibilities include but are not limited to:
Program Development (50%)
Participate in the R&R Center program development and lead all aspects of Operations Branch preparation, including the development of volunteer, foster, and direct adoptions programs; collaborate with other R&R Center leadership to build team-wide structure and systems
Rapidly gain familiarity with ASPCA org-wide goals and strategies; learn about the work of Rehabilitation Services teams, as well as teams in New York City who will closely partner with the R&R Center; build new, collaborative relationships with colleagues and streamline systems where work intersects
Led by the VP, work with other Senior Directors to develop a comprehensive R&R Center SOP package
Alongside other R&R Center leadership team members, develop strong relationships with community stakeholders
With the VP, other Senior Directors and the Program Development Core Team, create and execute a program launch plan, ensuring that staff, program structure and equipment are all in place for the start of operations

Team Hiring and Onboarding (40%)
Working with the Program Development Core Team, the R&R Center VP and other Senior Directors, develop an onboarding package for all new hires
Hire and onboard direct reports and oversee the hiring and onboarding of all other Operations Branch staff
Work with other R&R Center leads to develop a clear vision for team culture and communication, grounded in an integrative care model and aligned with ASPCA Core Values
As the R&R Center team grows, ensure the development of a healthy, cohesive culture

R&R Center Facility Preparation Support (10%)
Serve as a program expert, collaborating with the ASPCA’s Real Estate and Capital Projects and Facilities Operations teams to help shepherd the R&R Center facility from construction to completion
Attend meetings with internal partners and external vendors, bring program-specific input to conversations as needed to inform decisions
Work with internal partners and external vendors to ensure that all supplies, including those needed by the Behavior Branch, have been purchased, delivered and installed on time for launch
As part of a detailed launch plan, ensure that staff become familiar with their new building and that all staff receive training on equipment/tools they’ll use during daily operations
Implementation Phase: The following responsibilities apply to the R&R Center’s implementation phase, which will begin at the end of 2025.

Responsibilities include but are not limited to:
Oversight of Shelter Operations (40%)

Direct Operations Branch to monitor and help maintain the medical health of animals; ensure proper daily care and adherence to nutrition, sanitation, and infectious disease-prevention protocols, guided by the Medical Branch
Direct Operations Branch to monitor and help maintain the behavioral health of animals, guided by the Behavior Branch; ensure that Operations Branch staff use low-stress and defensive handling techniques to support psychological welfare and keep animals and staff safe
Direct Operations Branch to develop, implement, regularly update, and measure the efficacy of a robust environmental enrichment program, collaborating closely with the Behavior and Medical branches
Manage and oversee animal intake and transport processes, partnering with ASPCA partner teams in New York City
Manage and oversee animal placement via direct adoption and through partnership with the ASPCA’s Centralized Placement and Adoption Center teams; facilitate the provision of records, documents and summaries for each animal leaving the R&R Center
Oversee all aspects of the volunteer and foster programs, including training, onboarding, logistics, and management of volunteers/fosters
Oversee all aspects of the direct adoptions program
Ensure that shelter supply needs are met; approve routine purchases and oversee the placement of orders, liaising with the ASPCA’s Procurement Team; maintain an up-to-date inventory of supplies; ensure supplies are stored properly and stay organized
Stay abreast of sheltering practices and research, sharing new techniques and discoveries with the R&R Center staff when applicable; develop relationships with other shelter operations leaders at the organization
Assist with humane euthanasia planning and procedures, modeling collaboration and team ownership of humane euthanasia practices
Partnering with the Manager of Facilities and Maintenance, ensure that all facility-related issues are resolved and the building and grounds are kept in good condition
Ensure compliance with all regulations for operating an animal shelter in the state of New York; work with the ASPCA’s internal legal experts to ensure renewal of all licenses on schedule

Other duties as assigned by the VP or other leadership:

Team Leadership (35%)
Serve as part of a unified leadership team, modeling teamwork, an integrated care philosophy and mutual respect
Collaborate with other Senior Directors and the VP to make decisions that affect the whole team; proactively seek opportunities for team/program growth and serve as a champion for change management
Partner with other R&R Center leaders to facilitate and participate in pathway planning aligned with an integrated care model, ensuring appropriate, timely treatment and outcome decisions that take animals’ physical and psychological needs, as well as current available resources, into account
Along with fellow leads, coordinate with other teams, including the Behavioral Sciences Team (BST), Legal Advocacy and Investigations (LAI), Veterinary Forensics, ARC & CARE, AAH and the Adoption Center to ensure efficient operations and animal flow among teams, timely and comprehensive information sharing, and decision-making informed by all relevant considerations (i.e., medical, operational, behavioral, and legal statuses)
Welcome and answer staff and volunteer questions about shelter animal care and decisions; compassionately explain humane euthanasia decisions when needed
Be a regular presence “on the floor” to lend a hand, troubleshoot challenges, cultivate strong relationships, and maintain a comprehensive understanding of all R&R Center functions
Ensure that the R&R Center staff understand and support their team’s role in achieving ASPCA goals; help staff feel connected to the larger, org-wide ASPCA team and to the animal welfare field
Successfully lead the team through adversity common in animal welfare (coping with humane euthanasia decisions, physically and psychologically demanding work, etc.)
Collaborate and connect regularly with other ASPCA department leaders, prioritizing alignment and strong relationships across the organization
Along with other R&R Center leadership, regularly review and update SOPs, leveraging input from staff to make program improvements; ensure that changes are clearly communicated to the team
Work with the ASPCA’s Media and Communications, Philanthropy and other teams, providing donor tours and interviews as needed

People Management (25%)
Supervise and manage three direct reports; conduct regular one-on-one check-ins, career counseling sessions, feedback sessions, and periodic skip-level meetings
Ensure that all R&R Center supervisors use sound management practices and ASPCA developmental tools; conduct yearly reviews of direct reports to measure progress and encourage growth
Provide coaching for direct reports to guide them through people management challenges
Ensure that direct reports and staff show respect and consideration for all areas of expertise, especially when priorities and perspectives don’t align
Model a healthy work/life balance for team members; ensure that direct reports do the same
Work closely with direct reports to clearly articulate performance and workplace behavior expectations for staff; ensure that staff are held accountable for meeting expectations and are supported in doing so through timely, productive feedback
Use active listening to understand employee concerns, encouraging and supporting employees to problem solve and create viable solutions
Partner with the ASPCA’s Talent Acquisition team to hire and onboard well-qualified, dedicated new R&R Center staff members to fill open positions
Employ a well-designed onboarding process that provides each new team member with a thorough introduction to R&R Center and ASPCA work, mission, systems and Core Values
Exemplifies the ASPCA’s Core Values:

Has Commitment and dedication to improving the lives of animals
Demonstrates Ownership and feels responsible for outcomes
Believes in Team – that we are stronger together
Seeks to Elevate others and reimagine what is possible
Focuses on Impact, specifically making change for animals
Qualifications:

Thorough knowledge of animal sheltering and welfare best practices; comprehensive knowledge of animal shelter operations and programs
Highly effective people- and team-management abilities; can artfully flex management style to best support diverse individuals
Exceptional leadership skills; considers multiple variables and stakeholders when making decisions; can inspire a team, lead a team through challenges, and keep a team focused on the big picture and mission beyond their daily work
Proven history of building and maintaining positive and productive relationships with others, including peers, direct reports, and leaders/supervisors
Highly competent coach: able to introduce and help staff implement new procedures and protocols effectively; able to coach people managers, especially through challenges and conflicts
Excellent low-stress animal handing and restraint skills; proven strong defensive handling skills; skill in low-stress restraint for medical exams and procedures is a plus
Resilient; able to work closely with and make frequent treatment/outcome decisions about animals who are medically and/or behaviorally compromised
Comfortable making humane euthanasia recommendations and participating in euthanasia procedures; able to clearly and compassionately answer staff and volunteer questions regarding euthanasia decisions
Excellent written and oral communication skills; able to share information with sensitivity and clarity; able to represent the team and the organization with confidence and professionalism
Possesses critical thinking skills and the ability to switch between multiple tasks swiftly and competently; able to quickly and calmly adjust focus and shift priorities based on animal, team, and organizational needs
Driven and eager to take ownership of critical tasks and projects in a fast-paced, dynamic work environment; also embodies a “team player” spirit, consulting others and delegating effectively
Ability to work on a team as well as independently; ability to lead as well as follow instructions
Excellent time-management skills with the ability to manage multiple projects and shift priorities easily
Strong organizational skills and a high level of attention to detail; meticulous
Displays care and concern for the safety and well-being of self, animals, and others, especially in stressful situations
Able to lift and carry up to 50 pounds and work standing for 8 or more hours and bend, crouch, kneel and move freely to perform responsibilities that include handling potentially aggressive animals in stressful conditions
Able to occasionally work in physically challenging conditions and able to wear appropriate protective gear, including a protective mask; job responsibilities may entail exposure to chemical and biological hazards, such as feces and blood, exposure to sharp objects, working in noisy environments and working in areas with uneven, wet and slippery surfaces
Fluent in Internet usage and in the use of MS Word, Excel and PowerPoint; experience using Salesforce or a comparable database is a plus
Able and willing to work flexible hours; able to occasionally work long days and weekends if required
Ability and willingness to travel periodically, up to 5% of the time
Must provide a valid driver’s license upon hire and pass a motor vehicle history check demonstrating a safe driving history

Education and Work Experience:
HS Diploma or GED required; BS or BA strongly preferred
Minimum of 5 years’ experience managing a team, preferably in an animal-related field, required; minimum of 2 years’ experience managing a shelter operations team required
Experience in the development and implementation of new shelter programs (e.g., volunteer, foster, direct adoptions, daily care, and enrichment) strongly preferred
Experience working in an animal shelter required; experience working with animal victims of cruelty and neglect preferred
Experience handling dogs exhibiting aggression, fear, and excessive arousal required
Fear Free® Shelter Program certification required or completed within 60 days of hire
Compensation and Benefits:

The applicable target hiring range for this remote role is based on where the employee works, which for remote roles is the employee’s primary location of residence, and its respective cost of labor. We have organized the U.S. varying costs of labor index into three geographic zones. As a point of reference, below, we have included our ASPCA locations by geographic zone to illustrate what the hiring range would be in each of the following areas.

Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.

Zone 1 (For example, Asheville, NC; Champaign, IL; Columbus, OH; Gainesville, FL; Miami, FL; Oklahoma City, OK; Overland, KS; Union, MO; Weaverville, NC): $116,000 - $124,000
Zone 2 (For example, Washington D.C.; Los Angeles, CA): $128,000 - $137,000
Zone 3 (For example, New York, NY): $141,000 - $151,000
For remote positions, you can view which zone applies to you based on your location. For questions regarding other locations not found on the list, please send an email to Careers@aspca.org for more information.

For more information on our benefits offerings, visit our website.

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Our EEO Policy:

The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA’s People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

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This is a full time job