Adoptions and Client Care Senior Manager

Description

About Us
 

Here for animals since 1868, the San Francisco SPCA is a cherished San Francisco institution, known for compassion, excellence and innovation in the fields of animal welfare and veterinary medicine.  
 

We operate a public veterinary hospital, a high-quality, high-volume spay-neuter clinic, a community veterinary clinic, and provide low-cost community medicine programs. The SF SPCA saves the lives of homeless dogs and cats through our shelter medicine and adoption programs. Our innovative programs and services serve as models for humane organizations across the country and around the world.
 

As a community-supported nonprofit, not affiliated with any national organization, our values: Be Generous, Fearless, and Connected guide over 350 talented and dedicated professionals to deliver on our promises each day. 

Iconic and innovative, the SF SPCA offers you the opportunity to join a team committed not only to veterinary excellence and animal welfare, but to a balanced and rewarding work environment. 

Role Description
 

At the San Francisco SPCA, we have an Open Adoptions Policy that prioritizes inclusivity and compassion in every step of the adoption process. Our approach to adoption centers on minimal criteria, including proof of age, residence, and government-issued ID, while prioritizing the removal of bias from the process. Our commitment lies in assuming positive intent, meeting individuals where they are, and ultimately saving more lives through compassionate, non-judgmental practices.  

As a member of the Source to Home leadership team, the Adoptions & Client Care Manager provides essential guidance and support to adoptions staff and volunteers, and the leadership necessary to further the success of the adoption program.  
 

This position is responsible for driving adoption numbers, ensuring staff and volunteers provide exceptional customer service and that staff are trained and motivated to assist with the facilitation of an ever- growing number of adoptions.  
 

Managing the day-to-day responsibilities of the client care staff, this position also entails marketing the animals (directly and through partnership with the marketing department), performing quantitative and qualitative analysis of how adoptions and staff are performing and record keeping.   
 

Core Responsibilities 

• Lead and mentor shelter staff and volunteers, ensuring exceptional client service  experiences and professional standards. 
• Oversee training, performance management, and coaching of staff and volunteers. 
• Coordinate daily tasks and schedules, ensuring adherence to deadlines and standards. 
• Evaluate services and recommend improvements to enhance adoptions, client care, and operational      efficiency. 
• Monitor departmental budget, goals and financial efficiency, seeking proactive solutions and      efficiencies. 
• Maintain open communication with senior management, reporting progress, concerns, and      developments. 
• Orchestrate an efficient adoption process while ensuring a clean and welcoming      facility. 
• Implement strategies to drive adoptions through promotions, marketing, and targeted      initiatives. 
• Uphold the "Open Adoptions" Policy and ensure staff and volunteers are trained      accordingly. 
• Collaborate with colleagues to coordinate adoption events and marketing efforts. 
• Foster positive relationships with clients, volunteers, and coworkers through professional      interactions. 
• Facilitate adoption processes and client/animal interactions. 
• Manage adoption paperwork and promote enrollment in training classes. 
• Handle client concerns promptly and professionally. 
• Support volunteer coordination and communicate needs to Volunteer Services team. 

Requirements

 Requirements

• Commitment to the mission, values, goals, and success of the San Francisco SPCA 
• Open to new  possibilities, with the ability to work well under pressure, adapt, embrace and foster change, problem-solve, and shuffle resources 
• Demonstrated success managing a diverse team of professionals, skilled in managing varied relationships, and successful at facilitating collaboration and achieving goals 
• Sound judgment and ability to exercise complete discretion when dealing with confidential information 
• Proven organizational, administrative, and planning skills 
• Results focused, flexible, highly motivated, team player, able to multi-task  
• Compassion for people  with a willingness to work with the needs of diverse clientele in the placement of our animals 
• Proven ability to effectively develop and manage work crews, develop staff