Adoptions Manager

Under supervision and direction of the Director of Outcomes and Placement, the Adoptions Manager oversees all adoptions operations including the adoptions retail store. In this job, you would be responsible for high-level customer service, consistency of training and procedural execution, compliance with policies and procedures, as well as budget adherence. You will also be responsible for animal adoptions both on and offsite, as well as general oversight of animals in the adoption areas, and evaluate the department’s operational effectiveness, implementing improvements and enhancement measures on a regular basis. 

ESSENTIAL DUTIES/FUNCTIONS: 

• Department Staff Management and Development.  Responsible for day-to-day department staff supervision including but not limited to scheduling and training, as well as development of staff to assure highest standard of performance and professionalism. Includes oversight of department staff trainings including work place safety compliance. Responsible for annual performance reviews. Supports hiring to ensure quality and efficient recruitment. Ensures compliance with policies and protocols for all department operations.  
• Organizational Improvement and Professional Development.  Continues to educate oneself concerning animal care, animal welfare, and staff supervision. Improves or updates current procedures as needed according to Society policy. Keeps abreast of adoption trends, animal behavior and training. 
• Communications Leadership.  Responsible for holding regular staff meetings to ensure staff are communicative and coordinated and that relevant organization information is shared in a timely manner. Also includes inter-department communications to improve adoptions. Responsible for compliance of all department staff’s conduct and communications with the public. 
• Statistical Management.  Produces and maintains accurate statistics and reports according to deadlines. Reports statistical trends as needed. Assists with input and management of budget for adoptions department. 
• Promotional Campaigns.  Works with Director of Outcomes and Placement to develop, maintain and evaluate ongoing promotional campaigns and related events. Work with Community Engagement department to ensure the appropriate public relations and media efforts are in place.  
• Retail Store.  Responsible for general oversight and meeting or exceeding goals for retail operation. Oversees monthly inventory and sales reports, organization and restocking of merchandise, ensuring that the aesthetics of the area are maintained. Works with Development department by providing feedback on ongoing inventory needs and appropriate pricing/discounting of items. Responsible for generation and reporting of cash receipts as well as evaluation and strategizing as to ongoing growth and related improvements for retail program. Assists with promotional efforts and ensures that retail efforts are considered with events and other activities held at Hawaiian Humane when relevant.  

As a supervisor, these are the areas that the supervisor and staff members are responsible for: 

• Adoptions Advisor.  Familiarizes oneself with all animals available for adoption during each shift in order to facilitate thoughtful decision making for potential adopters in selecting a new pet. Works with Behavior Department to ensure that adopters receive pertinent behavioral or specific personality needs of each animal and the appropriate support or guidance to manage such needs. Evaluates space availability on ongoing basis and works with relevant departments to coordinate adoptions promotions, events and/or foster support as needed.  
• Customer Care.  Treats all animals and the public in a professional and efficient manner, servicing customers expeditiously, following up on public requests in a timely manner, including returning phone calls, and responding to questions according to established guidelines. Ensures that adopters receive follow-up calls as per existing procedures. Communicates a positive public image of the organization.  
• Off-site Adoptions and Transfer Support. Supports off-site adoption efforts with animal selection and material preparation for adoption events and offsite location (Petco enclosures for example) as needed. May also lead assistance by their department for animal movement to offsite locations. Supports transfer efforts by aiding in transfer selection of animals that are at or near adoptions ready. Communicates transfer requests to support animals welfare. 
• Lost & Found. Assists public with lost and found services including completion of reports, assisting with searches at the shelter, and all other efforts for reunions. Assists public with license sales.  
• Animal Care Management. Schedules animals adopted for grooming and baths as needed to ensure optimal presentation. Communicates and works in partnership with operations managers to address specific behavioral or personality needs of adoption animals. Participates in scheduled case review sessions and shelter rounding as part of the operations department. 
• Adoptions Center Maintenance.  Ensures a clean, organized and welcoming adoptions center including lanai areas, Cat House and dog kennels. Organizes and orders supplies with supervisor approval as needed. 
• Organizational Improvements. Shares ideas and suggestions for department and organization improvements. 
• Compliance. Treats all animals humanely, properly and with compassion according to established procedures. Promotes a humane and caring attitude toward all animals. Maintains a pleasant, courteous and professional attitude at all times. Acts as a steward for the mission and values for the Hawaiian Humane Society.  

OTHER DUTIES/FUNCTIONS: 

• Operations Support. Works with other departments within the organization to resolve issues of mutual concern and improve operations.  
• Other Duties as Assigned. May include organization-wide support as needed, including but not limited to participation in events, serving as spokesperson, fundraising, covering other operational departments, and Hawaiian Humane’s role as a first responder to disasters.  

JOB CONDITIONS:   

• Work Environment: Indoors and outdoors as needed. 
• Equipment Use: Computer, cash register, database, and telephone systems.  Use of all sheltering-related animal equipment including tools for containing animals humanely, safely, and securely.  
• Hours: Based on operational requirements. Must be available full-time and available to work over 40 hours, as needed, any 7 days of the week, weekends and holidays. 

MENTAL, PHYSICAL, AND COMMUNICATION DEMANDS: 

• Must have passion and concern for both animals and people. 
• Must agree with and be committed to Hawaiian Humane goals, objectives, and programs.     
• Requires handling people and animals in a pleasant, courteous, and professional manner. 
• Requires patience and tact when working with difficult, emotionally upset, and/or angry people. 
• Must be self-motivated and able to work independently and as a team equally successfully with proven communication, collaboration, and customer service.  
• Must be able to maintain professionalism, composure, and compassion in emotionally charged situations and able to resolve conflicts effectively.  
• Must be able to perform physically rigorous work, stand for entire shift and be able to lift up to 50 pounds with or without reasonable accommodation. Must have no limitations to prevent handling or working with animals.  

QUALIFICATION REQUIREMENTS: 

• Skills/Knowledge: Must have excellent customer service skills including verbal, written and computer skills. Must be able to competently perform cash, computer, licensing, and paperwork transactions. Must be willing to drive company vehicles including animal transport trucks. 
• Must pass a driving background check with a valid driver’s license and acceptable driving record according to organizational policy.  
• Education/Training: High school diploma or equivalent required.  
• Experience: Four years of customer service and two years of supervisory experience directly managing a team is required. Animal handling experience is strongly preferred.