Adoption Manager

SPCA Cincinnati

Reports to: Director of Operations

FLSA Status: Non-Exempt

Salary Range: $45,000–$55,000

Position Purpose

The Adoption Manager is a frontline leader responsible for transforming SPCA Cincinnati’s adoption outcomes—dramatically reducing length of stay, elevating the customer experience, and building a high-performance, customer-forward adoption culture.

This role blends high-energy service, people leadership, and operational excellence. The Adoption Manager sets the tone on the adoption floor, modeling urgency, compassion, and accountability to ensure every visitor is supported, every animal is truly known, and every adoption is thoughtfully matched and efficiently completed.

This position is critical to SPCA Cincinnati’s 3-year strategic plan and our organizational goal of reducing average dog length of stay to under 30 days.

Who You Are

You thrive in fast-paced, people-centered environments and are energized by solving problems, developing teams, and delivering measurable results. You lead with urgency, positivity, and emotional intelligence. You set clear expectations, give direct feedback, and coach people toward excellence.

You are comfortable with change—because you understand that change is how animals get home faster.

Summary Of Responsibilities

The Adoption Manager oversees adoption operations across all SPCA Cincinnati locations, including a future urban adoption center. This role leads staff and volunteers, removes barriers for adopters, ensures consistent and compassionate processes, and drives data-informed decision-making.

The Adoption Manager works collaboratively with Medical, Behavior, Kennel, Foster, Marketing/PR, and Community Outreach teams to accelerate placement, increase visibility, and continuously improve adoption outcomes.

This leader must be confident managing change—raising standards, realigning responsibilities, and transitioning roles when needed.

Essential Duties & Key Functions

Customer & Adoption Experience

• 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
  
  

Operational Leadership

• 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
  
  

Team Leadership & Culture Coaching

• 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
  
  

Strategic & Collaborative Work

• 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
  
  

Urban Adoption Center (Future Location)

In Addition To The Responsibilities Above

• 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
  
  

Required

Minimum Qualifications

• 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
  
  

People Care (Core Expectation)

People and animals are at the center of our mission. This role requires exceptional interpersonal skills and the ability to communicate respectfully and effectively with staff, volunteers, adopters, and partners.

The Adoption Manager must actively support a positive, accountable team environment, address conflict directly, and foster a culture where people feel supported, guided, and responsible for results.

Competencies

Organizational

• Accountability
• Attention to Detail
• Decision Making
• Flexibility
• Initiative
• Integrity
• Leadership
• Managing Resources
• Results Orientation
• Teamwork
• Technical Expertise
• Time Management
  
  

Position-Specific

• Customer Service Excellence
• Staff Coaching & Development
• Change Management
• Conflict Resolution
• Animal Matchmaking & Assessment
• Operational Execution
• Cultural Competence & Inclusion
• Strategic Thinking