Director of Operations

Maryland SPCA

Job Description

Job title: Director of Operations

Reports to: Deputy Executive Director

Salary: $85,000-$98,000

FLSA status: Exempt

Schedule: Full-time, Five days a week including evenings and some weekends

Date created: 4/17/26

Position Summary:

As a key member of the Senior Management team, the Director of Shelter Operations reports directly to the Deputy Executive Director and oversees all aspects of animal care and customer service for the Maryland SPCA including Adoptions, Resource Center and Intake, Behavior, Animal Care, and Foster departments as well as multiple programs including transport, and rescue. This Director will directly supervise five departmental managers -with a total of 40 person teams -with an emphasis on the Maryland SPCA values of Community, Compassion, Innovation, Integrity, and Respect, as well as maintaining both excellent customer service and the organization’s reputation.

Essential Duties and Responsibilities:

• Hire, mentor and develop midlevel managers and supervisors to improve leadership capacity, including recommending appropriate courses of action regarding employee relation issues, onboarding and training processes, and interdepartmental protocols.
• Setting, monitoring, and evaluating employee performance against operational metrics.
• Create and ensure the effective implementation and administration of all policies, procedures, and programs, with a strong emphasis on safety, animal care, and customer service, while championing industry best practices in productivity, quality, employee safety, and regulatory compliance.
• Collaborate with Director of Veterinary Services to ensure medical protocols are adhered to within the shelter to ensure excellent disease management and efficient length of stay for shelter pets.
• Collaborate with Human Resources to foster a trusting, inclusive, and productive work environment.
• Monitor daily census, and oversee decisions about intake, as well as processes in place to decrease length of stay for pets.
• Oversees management team in making animal disposition decisions to ensure that only safe and healthy pets are put into the adoption program, and that any concerns that were observed are documented and explained to adopters in order to continue our commitment to transparency.
• Responsible for designing, implementing, and overseeing staff training programs and initiatives to ensure operational efficiency, safety compliance, and skill development.
• Creates, implements, and oversees, programmatic goals and coordinates these goals with organization-wide strategic plan as well as with the other members of the Senior Management Team.
• Gather, analyze, and interpret data and metrics to evaluate overall department and program performance.
• Acts as a customer service representative when necessary to take over escalated difficult situations, complaints, special requests, and when needed based on staffing.
• Establishes and maintains an effective exchange of information with all functional areas of the organization.
• Reviews and evaluates departmental budget goals for the operational group.