The Arizona Animal Welfare League is hiring an Adoption Manager. The Adoption Manager leads the Main Campus Adoption team, including Adoption Counselors and Shelter Assistants, and oversees day-to-day adoption and front desk operations. This position is responsible for developing a supportive, accountable, and high-performing team; ensuring an excellent customer experience; advancing successful animal placements; and supporting achievement of adoption and retail goals. The Adoption Manager monitors departmental performance and workflow, maintains accurate records and reporting, and identifies opportunities to improve the customer, employee, volunteer, and animal experience.
In partnership with the Director of Adoption Programs, this position supports events, promotions, special projects, new programs, and community partnerships while maintaining primary responsibility for Main Campus adoption operations. As a member of AAWL’s management team, the Adoption Manager is expected to exercise sound judgment, proactively address challenges, and balance employee support with clear expectations, accountability, and consistent follow-through.
Supervision Received: This position reports directly to the Director of Adoption Programs.
Supervision Exercised: Assistant Adoption Manager, Adoption Counselors, Front Desk Receptionists.
SPECIFIC RESPONSIBILITIES
Team Leadership & Operations
Lead and supervise the Assistant Adoption Manager, Adoption Counselors, and Shelter Assistants; including hiring, onboarding, training, scheduling, coaching, performance management, and professional development.
Conduct regular team meetings and recurring check-ins with direct reports to provide feedback, recognition, coaching, and support while maintaining clear expectations and addressing performance, attendance, conduct, and training needs with appropriate documentation and follow-through.
Oversee daily adoption and front desk operations, maintaining an active presence to ensure appropriate coverage, accurate processes and records, effective communication, staff and volunteer support, and efficient workflow.
Customer & Animal Experience
Model and promote professional, approachable, unbiased, and people-focused customer service centered on empathy, respect, and solution-oriented communication.
Resolve escalated customer concerns and support staff with complex adoption, matchmaking, and customer service situations, ensuring significant concerns and resolutions are appropriately documented and communicated.
Maintain working knowledge of dog and cat behavior, common behavioral and medical concerns, and adoption counseling practices; promote compassionate animal care and ensure health, behavior, or welfare concerns are appropriately escalated.
Goals, Programs & Projects
Monitor adoption and retail performance and support achievement of established goals while maintaining AAWL’s standards for responsible matchmaking, animal welfare, and customer service.
Participate in animal rounds at least once per week to identify barriers to placement, determine next steps, and assign and follow up on Adoption team action items.
Partner with the Director of Adoption Programs to identify opportunities for improvement and take ownership of assigned departmental priorities, special projects, programs, pilots, and process improvements from planning through implementation
and follow-through.
Events, Partnerships & Collaboration
Collaborate with the Director of Adoption Programs, internal teams, and external partners to plan, coordinate, and support adoption events, promotions, community-based initiatives, and collaborative opportunities, including staffing, animal selection, logistics, and adoption operations.
Collaborate across departments and contribute to organizational projects, meetings, and initiatives as a member of AAWL’s management team.
· Represent the Adoption Department in appropriate media, marketing, promotional, and community engagement opportunities and clearly communicate relevant departmental updates and expectations.
· Perform additional duties and special projects as operational needs require.
Knowledge, Skills & Qualifications
1-3 years of supervisory or management experience required; experience in animal welfare, customer service, nonprofit, retail, hospitality, or another people-focused environment preferred.
Strong leadership and interpersonal skills with the ability to coach, develop, support, and hold employees accountable; exercise sound judgment; navigate conflict; and recognize when consultation or escalation is appropriate.
Excellent written and verbal communication skills with a commitment to professional, approachable, equitable, and solution-oriented interactions, including in challenging situations.
Strong organizational and project-management skills with the ability to manage competing priorities and consistently follow through on commitments.
Working knowledge of dog and cat behavior, animal handling, adoption matchmaking, and common behavioral and medical concerns preferred, with the ability to safely and compassionately work with animals of varying sizes, backgrounds, and needs.
Proficiency with Microsoft Office and ability to learn and utilize shelter-management, scheduling, and other technology platforms.
Physical Requirements
Ability to walk, stand, and move throughout the shelter for extended periods and safely handle animals, equipment, and supplies.
Ability to perform repetitive movements involving the arms, hands, and legs and safely lift and carry at least 25 pounds.
Ability to work in an animal shelter environment that may include exposure to animal hair, dander, odors, cleaning products, noise, and animals with unknown medical or behavioral histories.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
Experience and education:
High school diploma or GED required.
College education or additional education, certification, or professional development related to management, animal welfare, nonprofit leadership, customer service, animal behavior, or a related field preferred.
Relevant professional experience may be considered in combination with education and training.
Compensation & Benefits
- Salary starts at $51,700 per year
- Generous PTO, sick leave, and 12 paid holidays annually.
- 100% employer-paid medical and life insurance; dental, vision, and supplemental options available.
- Employer-supported professional development.
- Employee Assistance Program (EAP).
- Eligible employer under the Public Service Loan Forgiveness (PSLF) Program.
IMPORTANT NOTE: AAWL is committed to providing humane care and lifesaving outcomes for the animals we serve. While AAWL operates as a no-kill animal shelter, humane euthanasia may occur when medically or behaviorally necessary, including circumstances involving significant suffering or animals who present a serious safety risk to people or other animals. The Adoption Manager must be able to work professionally and compassionately within this environment
DISCLAIMER: Employees are regularly in contact with animals who may be unpredictable. And, although all employees are covered under our workers’ compensation policy, in accepting this position, you understand that there is a risk associated with animal encounters. Your ability to exercise sound judgment and follow procedures is essential to the well-being of the animals as well as yourself.