Adoptions Manager - THE HUMANE SOCIETY FOR TACOMA AND PIERCE COUNTY

Job Title: Adoptions Manager
Department / Classification: Customer Service / Non-Exempt / Non-Union
Reports To: Chief Operating Officer
Supervises: Adoptions Tea Members

JOB SUMMARY: Under the supervision of the Chief Operating Officer, the Adoptions Manager is responsible for overseeing the daily operations of the Adoption Department. This position is responsible for driving adoption numbers and ensuring staff and volunteers provide exceptional customer service. Their duties include overseeing the shelter adoption processes, communicating customer service objectives to their team, and providing training and support to meet these goals. They strategize within their own team and with marketing, foster, and operations teams to promote animals for adoption through marketing and events.

ESSENTIAL DUTIES & FUNCTIONS:

• Orchestrate an efficient adoption process while ensuring a clean and welcoming department
• Supervise the adoption service representatives and lead(s)
  • Managing their schedule and the recruitment and termination process; approving timecards; conducting performance reviews, coaching, disciplinary, and regular one-on-one and department meetings; and all other aspects of employee management.
• Be a regular presence in the adoption customer service area to ensure that processes are running smoothly and the team is well supported.
• Manages the adoption volunteer program and volunteers. Oversees training, scheduling, communication, and coaching of volunteers.
• Works with the volunteer manager to develop and maintain new volunteer programs.
• Work closely with the marketing team and all other departments to promote animals for adoption.
  • Work with the External Adoptions Lead to build outside partnerships for adoption events and opportunities
  • Monitor the population through daily rounds and population meetings and take a proactive approach to adoption promotions and strategies to address the needs of individual animals and the animal population as a whole.
• Takes a welcoming, compassionate, and non-judgmental approach to adoptions to reduce barriers and nurture an inclusive approach to pet ownership. Trains staff and volunteers accordingly.
• Take ownership of customer issues and follow HSTPC guidelines towards a resolution. Handles client and customer concerns and complaints promptly and professionally.
• Develops, updates, and ensures staff are trained on all customer service procedures, policies, and standards.
• Adopts the HSTPC mission and deploy strategies focused towards putting our mission into action in the local community.
• Establishes customer service targets and goals for the team and develops of plans to achieve such goals.
• Maintains open communication with COO and leadership, reporting progress, concerns, and developments.
• Keeps accurate records and documents customer service actions and discussions.
• Keeps ahead of industry developments and applies best practices to customer service areas.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Develops, manages, and adheres to approved department budgets.
• Develops and drives sales goals of the retail store. Oversees inventory, ordering and quarterly inventory reconciliation.
• Maintains confidentiality of employee records, financial information, and customer information.
• Interacts with co-workers and volunteers in an efficient and courteous manner to ensure a cooperative team environment amongst all departments.
• Represents the HSTPC in a positive manner by professional personal appearance.
• Models, trains, and encourages the humane treatment of animals and ensures adherence to Association of Shelter Veterinarian and Fear Free standards and guidelines.
• Ensures a safe work environment, following all safety guidelines and modeling safe work practices.
• Willingly and cooperatively performs other duties as assigned by proper authority, including those that may not be in specific job description.
• Is flexible with scheduling as needed to meet the needs of the organization.

MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty well. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Available to work weekends, holiday shifts, and overtime as needed.
• Minimum three years of experience as a customer service manager, retail manager, or assistant manager.
• Demonstrated success managing a diverse team, skilled in managing varied relationships, and successful at facilitating collaboration and achieving goals.
• Proven ability to effectively develop and manage teams of employees, develop staff/volunteer training, and document effective policies and procedures.
• Able to understand and carry out verbal and written instructions.
• Excellent organizational and planning skills and attention to detail.
• Able to analyze needs, prioritize work, and follow through.
• Able to establish and maintain an effective working relationship with other staff.
• Ability to obtain Fear Free for Shelters Certification within 60 days of hiring.
• Able to work independently, as well as on a team.
• Reliability and dependability.
• Ability to think strategically; proficient in critical thinking skills.
• Strong knowledge of customer service management and techniques.
• Strong client-facing and customer service skills.
• Must possess a valid and unrestricted Washington state driver license with a clean DVM record for the past three years.
• Must have the ability to multitask, prioritize, and handle high levels of stress

Experience:

• Familiarity with managing staff in a union environment preferred.
• Animal welfare or humane organization experience preferred.
• Extensive experience with office equipment including computers.
• Proficiency in Microsoft Office Suites (Excel, PowerPoint, Word, SharePoint, Teams)