Supervisor, Lifesaving Programs

SPCA of Texas•Star, TX

About The Position

Responsible for overseeing and strengthening adoption operations, retail centers, and the overall customer experience for the SPCA of Texas across all shelter locations. This role provides direct supervision and support to the Lifesaving Programs team, ensuring consistent service delivery, animal care continuity, and a seamless experience for adopters and fosters. Program Oversight & Team Leadership Program Oversight & Team Leadership Provide direct supervision, coaching, and support to the Lifesaving Programs team responsible for adoption and customer experience operations, ensuring consistent service delivery and animal care continuity across all shelter locations. Oversee daily adoption and retail operations to maintain efficient workflows, positive adopter experiences, and alignment with organizational goals. Establish clear expectations, provide training, and monitor performance to support strong customer service standards and positive outcomes for animals. Partner closely with Medical, Behavior, Intake, Foster, and Volunteer teams to support continuity of care and smooth transitions for animals throughout the adoption and foster process. Ensure accurate and timely recordkeeping within shelter databases and applicable tracking systems in alignment with organizational and regulatory standards. Support implementation and adherence to departmental procedures, safety practices, and organizational policies. Adoption & Customer Experience Program Oversight & Team Leadership Provide direct supervision, coaching, and support to the Lifesaving Programs team responsible for adoption and customer experience operations, ensuring consistent service delivery and animal care continuity across all shelter locations. Oversee daily adoption and retail operations to maintain efficient workflows, positive adopter experiences, and alignment with organizational goals. Establish clear expectations, provide training, and monitor performance to support strong customer service standards and positive outcomes for animals. Partner closely with Medical, Behavior, Intake, Foster, and Volunteer teams to support continuity of care and smooth transitions for animals throughout the adoption and foster process. Oversee retail operations within adoption centers, including transaction accuracy, inventory awareness, and patron experience. Support and coordinate staffing for large-scale adoption events and offsite activations as needed. PetSmart Cat Program Oversight Provide operational oversight of the PetSmart Cat Program across all assigned locations, ensuring consistent standards of animal care, adoption procedures, recordkeeping, and customer experience. Supervise assigned staff and coordinate with volunteers to maintain appropriate staffing levels and effective daily operations. Partner with the Volunteer and People & Culture teams to support recruitment, selection, onboarding, and training of staff and volunteers supporting the PetSmart Cat Program. Support ongoing recruitment efforts by identifying staffing needs, participating in interviews, and promoting engagement opportunities to maintain adequate program coverage. Monitor program performance and collaborate with internal teams to support placement outcomes and overall program effectiveness. Cross-Program Collaboration Partner with Foster program leadership to support placement readiness, foster-to-adopt transitions, and overall lifesaving outcomes. Provide operational support to foster activities as needed, including coordination related to adoptions, space management, and customer communication. Assist in resolving adopter and foster customer service matters in partnership with the Foster team. Collaborate with internal teams to support planning and execution of mobile and large-scale adoption events, providing staffing or operational support as needed to ensure successful outcomes. Provide on-site support at mobile adoption events or large-scale adoption activations during peak periods or high-volume events to maintain service standards and workflow continuity.

Requirements

Minimum of three years of experience in animal welfare, adoption programs, retail, or customer-facing operations required; prior supervisory or lead experience preferred.
Demonstrated experience delivering strong customer service and supporting positive outcomes in a fast-paced, public-facing environment.
Strong communication and interpersonal skills with the ability to work effectively with staff, volunteers, adopters, and community members.
Proficiency in Microsoft Office and ability to learn shelter management and tracking systems.
Strong attention to detail, organization, problem-solving, and time management skills.
Ability to professionally represent and advocate for the SPCA of Texas mission, values, and customer service standards.
Ability to exercise sound judgment, professionalism, tact, and diplomacy when handling sensitive or complex situations.
Collaborative work style with the ability to support team members while maintaining accountability and service standards.

Responsibilities

Provide direct supervision, coaching, and support to the Lifesaving Programs team responsible for adoption and customer experience operations, ensuring consistent service delivery and animal care continuity across all shelter locations.
Oversee daily adoption and retail operations to maintain efficient workflows, positive adopter experiences, and alignment with organizational goals.
Establish clear expectations, provide training, and monitor performance to support strong customer service standards and positive outcomes for animals.
Partner closely with Medical, Behavior, Intake, Foster, and Volunteer teams to support continuity of care and smooth transitions for animals throughout the adoption and foster process.
Ensure accurate and timely recordkeeping within shelter databases and applicable tracking systems in alignment with organizational and regulatory standards.
Support implementation and adherence to departmental procedures, safety practices, and organizational policies.
Oversee retail operations within adoption centers, including transaction accuracy, inventory awareness, and patron experience.
Support and coordinate staffing for large-scale adoption events and offsite activations as needed.
Provide operational oversight of the PetSmart Cat Program across all assigned locations, ensuring consistent standards of animal care, adoption procedures, recordkeeping, and customer experience.
Supervise assigned staff and coordinate with volunteers to maintain appropriate staffing levels and effective daily operations.
Partner with the Volunteer and People & Culture teams to support recruitment, selection, onboarding, and training of staff and volunteers supporting the PetSmart Cat Program.
Support ongoing recruitment efforts by identifying staffing needs, participating in interviews, and promoting engagement opportunities to maintain adequate program coverage.
Monitor program performance and collaborate with internal teams to support placement outcomes and overall program effectiveness.
Partner with Foster program leadership to support placement readiness, foster-to-adopt transitions, and overall lifesaving outcomes.
Provide operational support to foster activities as needed, including coordination related to adoptions, space management, and customer communication.
Assist in resolving adopter and foster customer service matters in partnership with the Foster team.
Collaborate with internal teams to support planning and execution of mobile and large-scale adoption events, providing staffing or operational support as needed to ensure successful outcomes.
Provide on-site support at mobile adoption events or large-scale adoption activations during peak periods or high-volume events to maintain service standards and workflow continuity.