Supervisor, Adoptions

Love animals? Want to spend your day surrounded by wagging tails and soft purrs?

Humane Society Silicon Valley (HSSV), a privately funded, 501(c)(3) non-profit, has been serving people and pets in Silicon Valley since 1929.

Having facilitated more than half a million animal adoptions, HSSV is a leader in animal welfare through our lifesaving efforts, community programs, and the many ways we are working to move the animal welfare industry forward.

Our mission is to save lives, keep families together, and create a better future for pets and their people.

We are a passionate, high-performing team who believes that collaboration is key to our success. Our best work is achieved by leveraging each other's strengths and creating opportunities for professional growth.

Join a team that focuses on our key values of kindness, courage, and impact!

Overview

To help us achieve our goal of saving more lives, we're looking for supervisors who are results driven, effective communicators, and highly customer focused.

You'll be part of the team that leads the everyday work of our Adoption Associates and drives successful programs to create memorable experiences for adopters.

You are upbeat and enthusiastic, enjoy a challenge and are as comfortable with overseeing day-to-day operations as you are supervising people and managing projects.

You have experience with cats, dogs, rabbits and / or pocket pets, and are passionate about finding them homes.

There are three supervisor roles on the Adoptions team; each involved with staff, volunteers, and the public who work together to deliver on exciting adoption experiences with each role overseeing a unique aspect of the department.

This role is focused on : customer experience : responsible for ensuring our guests have a positive and memorable experience when visiting.

This involves developing resources and training for the customer experience and managing the Pet Store.

Duties and Responsibilities

• Foster a team environment by working effectively with staff and volunteers to accomplish HSSV mission, values, and goals and ensure everyone has an exceptional adoptions experience.
• Model what superior customer service looks like and demonstrate an attitude that encourages enthusiasm, compassion and support for staff, volunteers, and public.
• Leverage metrics to identify process improvements and ensure the successful delivery of relevant programs along with training programs that enable the team to find the "right" match between animals and adopters.
• Collaborate with internal teams to have a holistic view on delivering services for adoptions and the animals' flow through HSSV.
• Motivate and inspire the team to help in new and exciting ways and keep everyone "in the know" about the needs and history of adoptable pets to match them with potential adopters.
• Train, coach, and supervise staff and volunteers, including scheduling, conflict resolution, and participating with goal setting;

handle, with care, sensitive communications such as humane euthanasia.

• Assist with the staff related responsibilities including the hiring process, performance assessments, new hire onboarding, training, and staff scheduling.
• Step in to perform all areas of staff responsibility when help is needed with the daily flow or to cover unexpected staff shortages.
• Assist management with conducting department meetings and attend other team meetings to represent the department.
• Participate in community events such as pop-up events to increase HSSV's outreach.
• Solicit donations from customers and maintain incoming monies and accuracy of the cash register including closing procedures;

support adoption center opening and closing procedures.

Other job duties may be assigned as needed.

Requirements

Experience as a lead in a customer service environment; veterinary or animal related environment preferred. Retail background also beneficial;

must have solid cash handling skills.

• Previous experience working in a highly collaborative environment with cross-functional teams.
• Appreciation of the diversity in HSSV adopters and commitment to set adopters up for success.
• Proficient in problem-solving and driving projects, demonstrating ability to drive results that align with evolving organizational and community needs with a forward-thinking mindset.
• Outstanding interpersonal and relationship building skills (with internal and external audiences), including excellent written and verbal communication skills.
• Ability to demonstrate compassion and confidence to effectively communicate sensitive topics such as humane euthanasia;

exceptional customer service and de-escalation skills.

• Detail-oriented with an ability to follow directions as well as work independently with minimal supervision; proven ability to successfully lead and delegate tasks to others.
• Ability to work / interact with a variety of animals in a safe and humane manner.
• Strong project and time management and organizational skills in a fast-paced environment and ability to work calmly under pressure.
• Proficient working with databases, scheduling appointment systems, word processing, spreadsheets, MS Office, etc.
• Ability to lift and carry weights of up to 50 lbs. from floor to waist level. Ability to kneel on the floor, bend at the waist, reach forward and rotate the upper body.

Sit / stand for sustained periods of time. Walk on wet or dry surfaces. Work both indoors and outdoors in all weather conditions during both daylight and after dark.

Work Days and Hours

This a full-time opportunity, weekly schedule will include at least one weekend day. Work schedule may fluctuate to meet HSSV needs and may include late afternoons / evenings and holidays.

Candidate Tip

Add "apps.bamboohr.com" to your email contact list so you make sure to receive emails from HSSV regarding your application.