Summary:Are you a solution-focused, customer care professional who is energized by providing transformative client experiences? Do you thrive in complex environments where each day provides a new challenge and new opportunities? Are you passionate about the human/animal bond? If you are excited about the prospect of supporting a team that facilitates every animal admission with compassion, and deeply understands the powerful impact of that service on the animal and the person, you should consider the role of Senior Manager, Admissions & Placement (Sr. Manager) at the ASPCA's Adoption Center in New York City.You will partner with the Director, Admissions & Placement to re-imagine and realize the Adoption Center as 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, and innovative programs to ensure all visitors to the Adoption Center receive prompt attention and exceptional customer service.You will seek-out every opportunity to keep pets and people together, and in situations where that's not possible, you will ease the transition of animals into our care. This is a unique and exciting opportunity for a professional who values both human-to-human and human-to-animal interactions, and is interested in 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 Sr. Manager will champion the human-animal bond, and actively seek-out opportunities to create and maintain the bond in all aspects of their work. Success also hinges on effective partnership; you will partner with medical and behavior subject matter experts, and the Sr. Manager, Matchmaking to balance the intake of animals with our ability to provide the highest standards of care, while also ensuring that animals are set-up for success and can be readily adopted. *Shift is Tues-Sat (11-7pm or 12-8pm)
Responsibilities:Responsibilities will include, but are not limited to:
Client Relations & Operational Leadership (50%)- In partnership with the Director, Admissions & Placement, execute on goals for the Adoption Center to continuously improve its service delivery
- Continuously seek out, learn and implement best practices in the field related to client services, and animal welfare; seek-out opportunities to engage the public in the mission and the work of the ASPCA
- Create an environment and a culture that supports learning in order to facilitate the human-animal bond
- Play a key role in daily rounds to ensure treatments, services, interventions and decisions are made and delivered with urgency
- Manage the team in effective conflict resolution using problem-solving techniques that ensure an optimal outcome for the client; support the team in creatively solving difficult situations before they escalate
- Be an early adopter, champion and teacher of organization-wide priorities to bring and keep people and pets together and engage the community as ambassadors of animal welfare
- 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
- See that the team provides excellent 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.
- Regularly monitor metrics, volume and animal and client flow into and out of the Adoption Center; make adjustments to operations as needed to improve service and efficiency
- Evaluate daily animal population to determine length of stay (LOS), and work with the Media & Communications teams to identify and support opportunities to promote available animals and increase adoption applications
- Liaise with NYC Animal Care Centers to coordinate the transfer of animals from their facility to the Adoption Center when space permits
- Driving to pick up animals 'as needed
People Management and Training (50% time)- With Director, Admissions & Placement, 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
- Provide training, supervision, modeling, coaching and ongoing guidance for direct reports
- Provide regular, timely and direct feedback via 1:1 check in's and quarterly feedback sessions with direct reports; conduct periodic skip level meetings
- Be on the floor to answer questions, make timely operational and staffing adjustments, receive feedback, lend a hand, and ensure deep understanding of and compliance with The Center's operations
- Play an integral role in the implementation and enhancement of an effective emergency mobilization plan (e.g. storms and large-scale animal intakes) including overnight management presence as needed
- Develop written materials (protocols, information sheets, data sheets, etc.) and oversee their use by staff and volunteers
- Maintain adequate staffing levels at all times to ensure efficient admissions process that prioritizes animal care and excellent customer service
- Serve as a champion in times of change management and work with Director in identifying ways to improve policies and practices
- 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
Qualifications:- Demonstrated exceptional client services skills; solution-focused problem-solver
- Strong skills in managing a team and prioritizing their development
- Proven history of building and maintaining positive and productive relationships with internal and external stakeholders
- Ability to quickly, calmly, and efficiently adjust to changes in direction and re-prioritize work
- Demonstrates care and concern for the safety and well-being of self, animals and others, especially during stressful situations
- Experience with conflict resolution
- Ability to teach and coach; familiar with adult learning principles
- Excellent written and oral communication skills
- Excellent interpersonal skills
- Ability to give and receive timely, productive and relevant feedback
- Excellent time management skills with the ability to prioritize multiple projects and be responsive to requests
- Some animal handling skills in a professional or volunteer setting preferred
- NYS driver's license preferred
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 $90,000-$95,000.
PLEASE NOTE: While this position's recommended hiring maximum salary of $95,000 annually is stated above, employees' current compensation, as well as their unique set of skills and qualifications, will be considered when determining the salary for the individual selected for this role. The full salary range for this position's Compensation Grade Level can be found by visiting the
Internal Open Position Pay Range Sheet, searching for this role's corresponding row, and looking at the applicable Zone data under the Grade Level Pay Ranges by Geographic Zone column. For more information on our benefits offerings, click here.
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Language:Spanish and other languages (preferred)
Education:- Undergraduate degree preferred or comparable work experience
Qualifications:See above for qualifications details.
Language:English (Required), Spanish (Required)
Education and Work Experience:High School Diploma (Required) 2-3 years management experience in customer service, Animal welfare experience a plus, Fear Free certified or obtained within 60 days of employment
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).