Animal Care and Adoptions Programs Manager

Location: NYC Pet Adoption Center (currently located in Brooklyn, but will be moving back to permanent location in Soho later this year)

Hiring Range: This position’s hiring range is anticipated to be $75,000 to $80,000 annually, depending on experience, plus great benefits!

Schedule: This role is anticipated to have a schedule of Sunday – Thursday with shift times varying from 9 am – 6 pm and 11 am – 8 pm.

Position Summary: Animal Care & Adoptions Program Managers are key leaders for the lifesaving and care team, they oversee the daily functions, and growth of the lifesaving programs including adoptions as well as providing basic animal care for the animals in our program locations at the direction of their managers. They work with staff and volunteers to create an exceptional experience for our adopters that help drive lifesaving and achieve organizational goals. Managers act with urgency to leading teams to accomplish important tasks and play a direct role in achieving Best Friends Animal Society’s no-kill mission and organizational success. In conjunction with their leadership, managers will support the development of goals and strategy for the department and the team. 

Culture Statement and Responsibility: We believe in treating everyone with kindness and compassion, building trust through authenticity and following through on commitments. We prioritize well-being alongside our mission, fostering strong relationships through open communication and transparent feedback. Diversity and inclusion are integral to our culture, enriching team dynamics by valuing diverse perspectives. Each team member is responsible for creating an inclusive environment where all voices are respected and contributing to a workplace that embodies our shared values and commitment to progress. By consistently aligning our actions with our Guiding Principles, we strengthen our culture and ensure that our values are lived every day.

Essential Duties and Responsibilities: 

• Treat people around you as our most valuable resource by leading with Kindness and Compassion in all your actions, build trust by demonstrating authenticity and following through on your commitments, encourage self-care and work-life balance through your own example, and work to build strong relationships with your team by creating communication loops to share and receive honest feedback. You are responsible and accountable for the culture of your team. 

• Work alongside team members and volunteers to oversee, coordinate and conduct daily lifesaving outcomes & care such as adoptions, feeding, cleaning, walking, and medicating animals housed or transported within Best Friends’ vehicles, buildings, or facilities with the goal of utilizing volunteers to the greatest extent possible to expand Best Friends lifesaving capacity. 

• Lead teams and volunteers to oversee, coordinate and conduct day-to-day lifesaving program activities including animal flow, adoptions outcomes, and other activities; contribute to strategies for operational efficiency, superior customer service, and increased lifesaving.  

• Work with Senior Manager and/or Director to routinely evaluate onsite animal capacity and determine lifesaving needs for shelter conversions; develop and improve program efficiency to increase placement opportunities through improved customer service experience and staff familiarity with animal behavior and medical needs to increase adoption experience for visiting families; routinely audit length of stay trends in onsite animal population and work with foster and care team to expedite placement for long-stay animals.  

• Prepare and manage the department’s operational budget, forecasting, and performance metrics; participate in the maintenance of physical facilities or vehicles; develop a comprehensive knowledge of Best Friends’ programs to advise teams.

• Work with team to create a welcoming and engaging environment to enhance overall visitor satisfaction and support Best Friends Animal Society’s mission; provide superior customer service to all Lifesaving Center visitors and use each interaction as opportunity to develop and engage individuals to support the organizational goals for constituent journey development. 

• Develop a detailed knowledge of Best Friends’ programs and animals to speak knowledgably about and best match both the animal and client’s (adopters, fosters, transfer partners) needs; lead by example in providing superior customer service. 

• Provide support, training, and performance feedback; participate in performance conversations; support hiring and onboarding; ensure teams meet expectations for Best Friends’ program requirements and procedures; support teams so that each person achieves their fullest potential as contributors to Best Friends’ mission and goals. 

• Oversee, support or assist the creation of engaging content for social media platforms, to include creation and/or editing of written, video, and photo content. Work collaboratively with other departments and marketing teams to identify engagement opportunities with social media and PR to support lifesaving outcomes and programmatic needs at the center. Represent Best Friends in media relations when requested and ensure to maintain Best Friends’ voice across all communications. 

• Work collaboratively with and assist Best Friends’ team members in all areas of operations to develop, evolve, and implement efficient processes to achieve lifesaving goals; participate in the development of operating procedures; follow policies, procedures, and task lists, including accurate and timely communications, work completion, data entry, and recordkeeping.  

• Lead the maintenance of a safe workplace, value, and model safe work practices, adhering to organizational safety practices and rules, and addressing or communicating to leadership about unsafe practices and conditions.   

• Minimal travel up to 10%.

Skills and Experience: 

• At least 3 years of experience working in a professional capacity at an animal shelters with a strong preference for experience with adoptions and animal care programming. Fear free certification is a plus.

• Knowledge about shelter medicine and behavior knowledge for cats and dogs.

• 3-5 years’ experience managing teams of people, including staff and volunteers, with a record of program growth in animal shelter operations with a lifesaving focus highly preferred. Experience managing budgets, performance goals, and metrics.

• 2-4 years’ experience providing exceptional service to the public  through customer service, volunteer coordination, animal related programs or similar is required.   

• Experience in utilizing statistical information to inform plans; proven attention to detail with advanced organizational and time management skills.  

• Customer-centric, non-judgmental approach to engaging with adopters, partners, visitors, volunteers, and colleagues; familiarity and comfort with nonjudgmental philosophies. 

• Basic ability to identify and speak to medical and behavioral characteristics of dogs and cats.  

• Strong leadership skills with the ability to act decisively with a get-it-done attitude in difficult and fast-paced situations; conflict resolution experience as well as the ability to handle sensitive and confidential information; strong interpersonal skills, a team player, upbeat, energetic, tactful, and diplomatic, able to get along with people from different backgrounds, as well as the ability to handle sensitive and confidential situations.  

• Excellent communication skills (verbal and written), public speaking, and presentation experience with the ability to professionally advocate Best Friends’ position on issues.

• Experience in supporting, engaging with, and developing relationships with community members, volunteers, and donors.  

• Proficiency with Microsoft Office products; familiarity with shelter software/animal management software, or desire to learn, comfort learning new systems, including online information systems.  

Physical Requirements:   

• Routinely lift 40 pounds and perform daily strenuous activity including, but not limited to lifting, carrying, reaching, stooping, squatting, cleaning, and bending.     

• Perform repetitive tasks for extended periods of time including typing, arm, and hand motion.    Spend extended periods of time walking, standing, or sitting.

• Work indoors and outdoors in a variety of weather conditions including extreme heat and cold.     

• Exposure to dogs, cats and other animals of all sizes, temperaments, and medical status.  Ability to work with, leash, kennel, walk, and handle all cats and dogs, including those with health and/or behavior conditions/concerns.

• Daily hours and days of the week may vary according to the needs of the department's schedule; position includes weekends, nights, and holiday work.    

• After-hours flexibility to monitor a designated phone line for urgent foster care or volunteer-related issues, such as animal emergencies, or scheduling issues. This responsibility may be assigned on a rotating schedule or as needed based on program demands. 

• Ability to travel, including overnight stays, when needed.  Ability to travel via various forms of transportation.

Thank you for your interest in pursuing a career at Best Friends Animal Society. Best Friends Animal Society is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, or domestic partner status.

Applicants for employment in the U.S. must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the U.S. by Best Friends Animal Society.