SPCA Cincinnati
SPCA Cincinnati
Reports to: Director of Operations
FLSA Status: Non‑Exempt
Salary Range: $45,000–$55,000
Position Purpose 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.
Who You Are You thrive in fast‑paced, people‑centered environments and are energized by solving problems, developing teams, and delivering measurable results. You lead with urgency, positivity, and emotional intelligence. You set clear expectations, give direct feedback, and coach people toward excellence. You are comfortable with change—because you understand that change is how animals get home faster.
Summary of Responsibilities The Adoption Manager oversees adoption operations across all SPCA Cincinnati locations, including a future urban adoption center. This leader manages staff and volunteers, removes barriers for adopters, ensures consistent and compassionate processes, and drives data‑informed decision‑making. The Adoption Manager works collaboratively with Medical, Behavior, Kennel, Foster, Marketing/PR, and Community Outreach teams to accelerate placement, increase visibility, and continuously improve adoption outcomes. This leader must be confident managing change—raising standards, realigning responsibilities, and transitioning roles when needed.
Essential Duties & Key Functions Customer & Adoption Experience
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
Operational Leadership
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
Team Leadership & Culture Coaching
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
Strategic & Collaborative Work
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
Urban Adoption Center (Future Location)
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
Required Minimum Qualifications
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
Preferred
Experience in animal welfare, sheltering, or humane organizations
People Care (Core Expectation) People and animals are at the center of our mission. This role requires exceptional interpersonal skills and the ability to communicate respectfully and effectively with staff, volunteers, adopters, and partners.
The Adoption Manager must actively support a positive, accountable team environment, address conflict directly, and foster a culture where people feel supported, guided, and responsible for results.
Competencies Organizational
Accountability
Attention to Detail
Decision Making
Flexibility
Initiative
Integrity
Leadership
Managing Resources
Results Orientation
Teamwork
Technical Expertise
Time Management
Position‑Specific
Customer Service Excellence
Staff Coaching & Development
Change Management
Conflict Resolution
Animal Matchmaking & Assessment
Operational Execution
Cultural Competence & Inclusion
Strategic Thinking
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Reports to: Director of Operations
FLSA Status: Non‑Exempt
Salary Range: $45,000–$55,000
Position Purpose 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.
Who You Are You thrive in fast‑paced, people‑centered environments and are energized by solving problems, developing teams, and delivering measurable results. You lead with urgency, positivity, and emotional intelligence. You set clear expectations, give direct feedback, and coach people toward excellence. You are comfortable with change—because you understand that change is how animals get home faster.
Summary of Responsibilities The Adoption Manager oversees adoption operations across all SPCA Cincinnati locations, including a future urban adoption center. This leader manages staff and volunteers, removes barriers for adopters, ensures consistent and compassionate processes, and drives data‑informed decision‑making. The Adoption Manager works collaboratively with Medical, Behavior, Kennel, Foster, Marketing/PR, and Community Outreach teams to accelerate placement, increase visibility, and continuously improve adoption outcomes. This leader must be confident managing change—raising standards, realigning responsibilities, and transitioning roles when needed.
Essential Duties & Key Functions Customer & Adoption Experience
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
Operational Leadership
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
Team Leadership & Culture Coaching
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
Strategic & Collaborative Work
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
Urban Adoption Center (Future Location)
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
Required Minimum Qualifications
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
Preferred
Experience in animal welfare, sheltering, or humane organizations
People Care (Core Expectation) People and animals are at the center of our mission. This role requires exceptional interpersonal skills and the ability to communicate respectfully and effectively with staff, volunteers, adopters, and partners.
The Adoption Manager must actively support a positive, accountable team environment, address conflict directly, and foster a culture where people feel supported, guided, and responsible for results.
Competencies Organizational
Accountability
Attention to Detail
Decision Making
Flexibility
Initiative
Integrity
Leadership
Managing Resources
Results Orientation
Teamwork
Technical Expertise
Time Management
Position‑Specific
Customer Service Excellence
Staff Coaching & Development
Change Management
Conflict Resolution
Animal Matchmaking & Assessment
Operational Execution
Cultural Competence & Inclusion
Strategic Thinking
#J-18808-Ljbffr