Adoption Manager

Reports to: Senior Manager, Animal Outcomes

Salary: $55,000-$57,500, fully benefited position

Direct Reports: None

Key Work Partners: EAC Operations Manager, Senior Director, Outcomes, Adoption Center Manager, Senior Manager, Animal Placements, Animal Placement team, Placement Coordinators, Animal Caregivers

Responsibilities include, but are not limited to:

Adoption Duties

• Lead EAC Adoption Program with a focus on excellent client experience and a community building mindset
• Develop and execute a strategic growth plan to increase adoption volume, improve customer engagement, and strengthen the center’s presence within the community.
• Analyze adoption, return, visitor, and demographic data to identify trends, barriers, and opportunities for increased placement success.
• Establish measurable performance goals for adoptions, returns, volunteer engagement, customer satisfaction, and community outreach.
• Serves as primary customer service representative for One Tail’s EAC during open hours on designated days
• Demonstrate consistent, exceptional service to visitors, volunteers, and colleagues
• Matchmake and finalize on-site adoptions during open hours using OTAT’s “open adoptions” model in Shelterluv and Adoptions Made Easy (AME)
• Work with the team to develop strategies to meet Pet Smart Charities’ adoption goals
• Facilitate onsite adoption events and finalize adoptions during events
• Facilitate offsite adoption events by building partnerships with other Pet Smart locations and other offsite events as assigned.
• Coordinate National Adoption Week efforts and support grant opportunities
• Maintain OTAT’s spreadsheets and databases
• Monitor and respond to emails in adopt inbox
• Review staff, volunteer, and adopter feedback to identify service gaps
• Respond to adoption applications and facilitate remote adoptions in progress
• Ensure animals are ready for adoption, including auditing adoption bios, DISCLAIMERS, and photo content
• Collaborate with the marketing team to create targeted marketing, outreach, and event strategies that attract new adopter demographics and expand the organization’s reach.
• Build partnerships with local businesses, schools, community organizations, housing providers, and veterinary clinics to increase visibility and adoption opportunities.
• Monitor and evaluate animal population trends to ensure adoption strategies align with community needs and organizational goals.
• Foster a culture of exceptional customer experience, ensuring every visitor receives personalized guidance and support throughout the adoption process.
• Collaborate with animal care, behavior, foster, and medical teams to remove barriers to adoption and improve placement outcomes.
• Track and report key performance indicators, including adoption conversion rates, average length of stay, return rates, visitor traffic, volunteer participation, and community engagement metrics.
• Continuously evaluate programs and implement process improvements that increase efficiency, customer satisfaction, and animal outcomes.
• Attend weekly meetings assigned
• Manage and coordinate the schedule of volunteers at the EAC
• Develop and implement strategies to promote EAC volunteer opportunities, and increase sustained community engagement with the facility
• Recruit, train, engage, and retain volunteers to support customer service, animal enrichment, adoption counseling, and community outreach initiatives.
• Create and provide volunteer recognition and appreciation initiatives with the Volunteer Manager
• Retain volunteers through open and positive communication via social media, Trello and emails
• Identify and implement volunteer training and continuing education opportunities with the Volunteer Manager
• Promote open EAC volunteer shifts with weekly posts and emails
• Act as a point of contact for volunteers regarding the communication of pets coming and going from the Adoption Center
• Act as primary communicator of the medical/behavioral needs of each pet with volunteers and other staff

Animal Care Duties

• Monitor animal health and behavior and address concerns with expediency.
• Provide fear-free handling, safe management, and appropriate animal restraint as directed
• Work on site,…