Director of Operations

Maryland SPCA•Baltimore, MD

11h•Onsite

About The Position

As a key member of the Senior Management team, the Director of Shelter Operations reports directly to the Deputy Executive Director and oversees all aspects of animal care and customer service for the Maryland SPCA including Adoptions, Resource Center and Intake, Behavior, Animal Care, and Foster departments as well as multiple programs including transport, and rescue. This Director will directly supervise five departmental managers -with a total of 40+ person teams -with an emphasis on the Maryland SPCA values of Community, Compassion, Innovation, Integrity, and Respect, as well as maintaining both excellent customer service and the organization’s reputation.

Requirements

Degree in business management or related field. This formal education requirement may be reduced if the candidate has sufficient, well-documented, and related professional work experience.
Five or more years of documented professional work experience in directly related disciplines supervising management staff and programs.
Although animal care industry experience is preferred, a committed interest and willingness to quickly gain knowledge of the industry, including the guidelines for standards of care in animal shelters, is required.
Computer literacy with experience with Microsoft Office. (word, excel, outlook)
Strong problem solving and group work leadership skills.
Strong verbal and written communication and interpersonal skills with ability to interact with people of all ages and cultural backgrounds.
Demonstrated ability to lead, motivate, manage, and develop staff.
Highly organized, detail-oriented with the ability to multi-task.
Ability to work independently and as part of a team.
Committed to and enthusiastic about the integrity and sustainability of the mission, programs and services of the Maryland SPCA.

Nice To Haves

Certified (or willing to become certified) as a euthanasia technician in order to obtain an animal control license and be responsible for the euthanasia protocols, training, and drug logs.

Responsibilities

Hire, mentor and develop midlevel managers and supervisors to improve leadership capacity, including recommending appropriate courses of action regarding employee relation issues, onboarding and training processes, and interdepartmental protocols.
Setting, monitoring, and evaluating employee performance against operational metrics. Create and ensure the effective implementation and administration of all policies, procedures, and programs, with a strong emphasis on safety, animal care, and customer service, while championing industry best practices in productivity, quality, employee safety, and regulatory compliance.
Collaborate with Director of Veterinary Services to ensure medical protocols are adhered to within the shelter to ensure excellent disease management and efficient length of stay for shelter pets.
Collaborate with Human Resources to foster a trusting, inclusive, and productive work environment.
Monitor daily census, and oversee decisions about intake, as well as processes in place to decrease length of stay for pets.
Oversees management team in making animal disposition decisions to ensure that only safe and healthy pets are put into the adoption program, and that any concerns that were observed are documented and explained to adopters in order to continue our commitment to transparency.
Responsible for designing, implementing, and overseeing staff training programs and initiatives to ensure operational efficiency, safety compliance, and skill development.
Creates, implements, and oversees, programmatic goals and coordinates these goals with organization-wide strategic plan as well as with the other members of the Senior Management Team.
Gather, analyze, and interpret data and metrics to evaluate overall department and program performance.
Acts as a customer service representative when necessary to take over escalated difficult situations, complaints, special requests, and when needed based on staffing.
Establishes and maintains an effective exchange of information with all functional areas of the organization.
Reviews and evaluates departmental budget goals for the operational group.
Responsible for maintaining and improving a high level of cleanliness, and safety measures in all upkeep and sanitation in all areas of the shelter including animal care and housing areas, public areas, and staff rooms.
On-call for emergency shelter situations, including veterinary emergencies and alarm calls.
Interacts with board by providing program reports, attending meetings, and working on committees.
Acts as the liaison to other professional organizations within the field by creating and continuing long term positive relationships with partner shelters and animal welfare organizations.
Maintains a positive public image. Promotes visibility and community relations in a manner befitting a leadership position in the shelter and be available to act as a spokesperson for the Maryland SPCA, as requested.
Other duties as assigned based on need.