Adoption Manager
About The Position
The Adoption Manager is a frontline leader responsible for transforming SPCA Cincinnati’s adoption outcomes—dramatically reducing length of stay, elevating the customer experience, and building a high-performance, customer-forward adoption culture. This role blends high-energy service, people leadership, and operational excellence. The Adoption Manager sets the tone on the adoption floor, modeling urgency, compassion, and accountability to ensure every visitor is supported, every animal is truly known, and every adoption is thoughtfully matched and efficiently completed. This position is critical to SPCA Cincinnati’s 3-year strategic plan and our organizational goal of reducing average dog length of stay to under 30 days.
Requirements
- Minimum 3 years of supervisory or management experience in customer service, retail, hospitality, or another high-volume environment
- Demonstrated success leading teams, coaching performance, and managing change
- High emotional intelligence with clear, professional communication skills
- Strong organizational, planning, and prioritization skills
- Ability to analyze challenges, make decisions, and execute with urgency
- Experience developing training, customer service procedures, and workflows
- Proficiency with Microsoft Office and comfort using multiple digital systems
- Ability to work weekends, holidays, and extended hours
- Ability to obtain Fear Free Shelters certification within 60 days
Nice To Haves
- Experience in animal welfare, sheltering, or humane organizations
Responsibilities
- Model and lead a welcoming, inclusive, judgment-free, barrier-reducing adoption experience
- Provide expert adopter guidance based on deep knowledge of each animal’s behavior, needs, and best-fit home
- Maintain a visible, hands-on presence on the adoption floor, coaching staff in real time
- Ensure a clean, warm, and efficient customer environment
- Resolve customer concerns quickly, professionally, and in alignment with SPCA policies
- Oversee daily adoption operations across all locations, including future urban adoption center operations
- Ensure efficient workflows, accurate documentation, and consistent adherence to procedures
- Partner with Medical, Behavior, Foster, Marketing, and PR teams to promote animals and accelerate placement
- Identify process gaps and lead improvements that increase speed, quality, and customer satisfaction
- Own adoption metrics, including daily and weekly goals and length-of-stay reduction
- Recruit, coach, develop, and—when necessary—transition staff to maintain a high-performing team
- Conduct performance reviews, one-on-ones, coaching conversations, and corrective action
- Build and sustain a trained adoption volunteer pipeline in partnership with Community Outreach
- Foster a mission-aligned culture that is positive, accountable, inclusive, and data-informed
- Support off-site adoption events, pop-ups, and creative placement opportunities
- Partner with Marketing/PR to ensure timely, engaging adoption content
- Establish meaningful daily, weekly, and monthly goals tied to animal flow and outcomes
- Stay current on best practices in adoption, matchmaking, customer experience, and fear-free handling
- Oversee daily animal care and customer flow at the off-site adoption center
- Manage appointments, walk-ins, promotions, and same-day placements
- Ensure compliance with state regulations, sanitation standards, and safety protocols
- Maintain accurate records and a clean, safe, welcoming facility
- Lead a fast, responsive, urban-specific customer experience
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
