SPCA Cincinnati · 1 month ago
Adoption Manager
Cincinnati, Ohio, United States
Full-time
Onsite
Mid, Senior Level
$45K/yr - $55K/yr
3+ years expSPCA Cincinnati is a leading animal welfare organization, and they are seeking an Adoption Manager to transform their adoption outcomes. This role is responsible for overseeing adoption operations, leading staff and volunteers, and ensuring a high-quality customer experience while driving data-informed decision-making.
CommunitiesNon ProfitPetSocial
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
Qualification
Required
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
Company
SPCA Cincinnati
SPCA Cincinnati is a nonprofit organization that provides pet adoptions, rescue care, foster programs, and animal welfare services.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase