Overview

Summary:

Are you a friendly, solution-focused, customer care professional who is energized by providing transformative client experiences? Do you enjoy engaging in respectful and non-judgmental dialogue to identify expectations and wishes? Do you believe in diversity, equity and inclusion? If you are excited about the prospect of being part of a team that celebrates every animal adoption, and deeply understands the powerful impact of the human-animal bond, you should consider the role of Manager, Admissions & Placement at the ASPCA’s Adoption Center in New York City.

The ASPCA Adoption Center is a learning venue that engages the public as ambassadors for the ASPCA’s mission – through volunteerism, foster and adoption. You’ll be part of a high-performing staff and volunteer team providing care for +/- 2,000 at-risk pets per year and will work collaboratively and effectively with internal and external stakeholders to further the ASPCA’s ultimate desired outcome that all animals live good lives. You’ll be a key part of the work to maximize client and volunteer engagement in animal welfare, and in the work of the Adoption Center. You’ll use best practices, innovative programs, and measurable outcomes to ensure all visitors are welcomed and encouraged to adopt a new family member, and that they receive exceptional client care during the process. 

The Center currently provides shelter and adoption for five groups of animals:

Animal victims of cruelty and neglect brought to us by the NYPD, animals brought to us through our Community Engagement team, underage kittens and other medically-compromised stray animals, animals surrendered by their owners and in need of adoption into new homes and  animals transferred in from shelter/rescue partners.

The Admissions & Placement team is responsible for ensuring animal intake does not outpace animal outcomes and that the Adoption Center’s capacity for care is maintained. The team uses a conversation-based adoption process to help facilitate smooth and successful adoptions and other placements. This role provides a unique and exciting opportunity for a professional who values both human-to-human and human-to-animal interactions and is interested in designing and implementing improved processes and operations to expedite animal flow through the Adoption Center while ensuring the highest levels of customer care.

To succeed in this role, the Manager, Admissions & Placement will be a competent manager, supervisor, and coach. Your Matchmaking team will champion the human-animal bond, and actively seek out opportunities to create and maintain the bond in all aspects of their work. You will provide hands-on guidance to support the team in facilitating admissions and placement processes that are beneficial for the people and the animals we serve. Success also hinges on effective partnership, both internal and external: the Manager will partner with medical, behavior and care teams to ensure the provision of the highest standards of care while also ensuring that animals are set-up for success and can be readily adopted, and the Manager will work with external partners to ensure successful adoption events and other placement opportunities. 

*The schedule is Tues-Sat 12-8pm.

Responsibilities:

Responsibilities include but are not limited to:

People Management (50% time)

  • Provide training, supervision, modeling, coaching and ongoing guidance for direct reports
  • Be a regular presence “on the floor” and at off-site adoption events, conducting and modeling the work of Matchmakers and ensuring deep understanding of and compliance with the Adoption Center’s philosophy and operations
  • Provide regular, timely and direct feedback via 1:1 check-ins and quarterly feedback sessions with direct reports
  • With Senior Manager and leadership team, nurture a culture of learning at the Adoption Center, including ensuring a respectful and welcoming environment, active participation in goal setting and monitoring, clear expectations, and regular practice of feedback and after-actions
  • Train, supervise and coach volunteers in their support of Matchmaking functions and guide team members in doing the same
  • Manage staff and volunteer implementation of written protocols, information sheets, data sheets, etc
  • Maintain adequate staffing levels at all times; assign and/or re-assign appropriate responsibilities, as well as direct workflow in order to maximize productivity and maintain coverage. Ensure continuous coverage for events/ team meetings and trainings
  • Rotate weekend and event coverage with other Managers
  • Serve as a champion in times of change

Client Relations & Operational Management (50%)

  • Ensure a non-judgmental, positive approach in making matches and in coaching accommodations and good choices with prospective adopters
  • Guide excellent service delivery by a team of staff and volunteers
  • Support learning in order to facilitate the adoption of as many pets as possible
  • Partner with the Senior Manager to identify and implement improved processes or operations for managing customer flow and optimize matchmaking
  • Coach Matchmakers in providing compelling and real time updates about animals for adoption via ASPCA.org and other channels
  • Ensure pet relinquishment clients receive non-judgmental and caring service including robust support for pet retention and alternatives to surrender in the best interests of the animal and family
  • Instill the guiding principle that everyone can—and should—actively support the animals’ behavioral and mental health in everything they do
  • Ensure that all team members have received training and mastered the skills to handle in a low stress manner, and that they implement these handling techniques consistently in all their interactions with animals
  • Provide good service and/or referral for “walk-in” clients who are in need of services other than adoption or pet relinquishment, e.g. ASPCA’s Mobile Spay/Neuter Clinics, ASPCA Animal Hospital, etc
  • Coach the team in effective conflict resolution using problem-solving techniques that ensure an optimal outcome for the client; creatively solve difficult situations before they escalate
  • Participate in daily rounds to stay abreast of the current population of animals and their needs
  • Implement promotions or events designed to promote surrender prevention and pet adoptions to facilitate community learning and engagement
  • Support a calendar of offsite adoption events by identifying appropriate venues/opportunities and ensuring an adopter and staff experience that is consistent with the shelter.
  • Support plans for the transport of Adoption Center animals in partnership with the Transport Coordinator and the Centralized Placement team.
  • Continuously seek out, learn and implement best practices in the field related to client services and animal welfare; identify opportunities to engage the public in the mission and the work of the ASPCA
  • Be an early adopter and champion of organization-wide priorities to bring and keep people and pets together and engage the community as ambassadors of animal welfare
  • Partner with Community Engagement, and Community Medicine to explore collaborative opportunities to facilitate off-site adoption, surrender prevention and community outreach opportunities.
  • Deploy with Community Engagement, Community Medicine, National Field Response or Relocation twice per year
  • Other duties as assigned by supervisor

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

Compensation and benefits:

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. 

The target hiring range for this role is $59,000-$63,000.

Qualifications:

  • Commitment to DEI and community engagement by refraining from bias while demonstrating enthusiasm in being an advocate for inclusivity
  • Demonstrated exceptional client services skills; solution-focused problem-solver
  • Demonstrated exceptional management skills
  • Ability to teach and coach; familiarity with adult learning principles a plus
  • Passion for people management and engagement with proven history of building and maintaining positive and productive relationships with internal and external stakeholders
  • Demonstrates project management skills and ability to meet deadlines, juggle multiple and competing priorities, while maintain a positive, engaging atmosphere
  • Ability to give and receive timely, productive and relevant feedback
  • Must demonstrate enthusiasm for operating amidst complexity and change
  • Ability to quickly, calmly, and efficiently adjust to changes in direction and re-prioritize work prioritizes staff and volunteer development
  • Demonstrates care and concern for the safety and well-being of self, animals and others, especially during stressful situations,
  • Excellent interpersonal, written, and oral communication skills
  • Excellent time management skills with the ability to prioritize multiple projects and be responsive to requests
  • Experience with conflict and de-escalation skills
  • Proven history of building and maintaining positive and productive relationships with internal and external stakeholders
  • Some animal handling skills preferred
  • Driver license required within 90 days of hire, experience driving larger vehicles preferred

​Education and Work Experience:

Undergraduate degree preferred or comparable work experience

Language:

English (Required), Spanish

Education and Work Experience:

Bachelors, High School Diploma (Required)

2-3 years management experience in customer service, Animal welfare experience a plus, Fear Free Shelter certification is required within 60 days of hire