Supervisor, Lifesaving Programs in Dallas, Texas at SPCA of Texas

This position is supervised by: Senior Manager, Lifesaving Programs

This position supervises: Specialist, Lifesaving Programs

Job Summary: 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 by ensuring consistent service delivery, animal care continuity, and a seamless experience for adopters and fosters.

Adoption Program Oversight, Team Leadership & Customer Experience

• Provide direct supervision, coaching, and support to the Lifesaving Programs team, ensuring operational excellence and positive outcomes for animals and adopters.
• Oversee daily adoption, retail, and customer service operations.
• Establish performance expectations and provide ongoing coaching, feedback, accountability, and professional development.
• Lead onboarding and training to ensure consistency in customer service, adoption counseling, and operational practices.
• Support employee scheduling, staffing coverage, and daily operational needs.
• Monitor customer interactions, resolve escalated concerns, and support an exceptional adopter experience.
• Support achievement of departmental goals related to adoptions, length of stay, customer satisfaction, and lifesaving outcomes.
• Monitor and maintain cleanliness and sanitation standards within animal housing and adoption areas, ensuring timely cleaning and compliance with organizational protocols.
• Ensure accurate recordkeeping and compliance with organizational policies, procedures, and safety standards.
• Partner with the Senior Manager of Lifesaving Programs to maintain and improve workflows, SOPs, training materials, and operational best practices.
• Conduct routine audits, identify training and operational gaps, and assist with implementation of solutions.
• Oversee retail operations, including inventory management, transaction accuracy, and patron experience.
• Support staffing and operational needs for adoption events, promotions, and offsite activations.

PetSmart Adoption Program Oversight

• Oversee PetSmart Adoption Program operations, ensuring compliance with animal care, adoption, customer service, and recordkeeping standards.
• Supervise assigned staff and coordinate volunteers to maintain effective daily operations.
• Monitor program performance and implement solutions to improve efficiency and placement outcomes.
• Ensure staff and volunteers receive appropriate training and follow organizational policies and procedures.
• Partner with Volunteer Services and People & Culture to support recruitment, onboarding, training, and retention efforts.
• Participate in hiring processes and conduct regular site audits to ensure operational consistency and compliance.

Training, SOP Development & Quality Assurance

• Partner with the Senior Manager of Lifesaving Programs to document, maintain, and improve departmental processes, workflows, SOPs, and training materials.
• Develop onboarding resources, job aids, competency checklists, and training materials.
• Ensure team members complete required onboarding and ongoing training.
• Conduct quality assurance reviews to ensure compliance with procedures and customer service standards.
• Track training completion, coaching outcomes, and procedural compliance.
• Identify process gaps and recommend improvements to workflows, training content, and SOPs.
• Support implementation of new initiatives, procedures, and organizational changes.

Cross-Department Collaboration

• Partner with Animal Care, Medical, Behavior, Intake, Volunteer Services, and other departments to support continuity of care and successful placement outcomes.
• Cross-train in Foster Program operations to support foster initiatives as needed and provide training, coaching, and guidance to adoption staff on foster processes and foster-to-adopt pathways.
• Assist with shelter population management by communicating adoption trends, capacity concerns, and placement opportunities.
• Collaborate with Marketing & Communications on promotions, events, and initiatives that increase placements.
• Support planning and execution of adoption events, fee-waived promotions, and other large-scale activations.
• Provide operational support during high-volume events, emergency response situations, and other organizational needs.

Required Experience

• Minimum three years of experience in animal welfare, adoption programs, retail, customer service, or related operations; supervisory experience preferred.
• Demonstrated success delivering exceptional customer service in a fast-paced environment.
• Strong communication, organization, leadership, and problem-solving skills.
• Proficiency in Microsoft Office and ability to learn shelter management software.
• Ability to exercise sound judgment, professionalism, and diplomacy in sensitive situations.
• Must be at least 21 years old, possess a valid Texas driver's license, and be eligible to operate SPCA of Texas vehicles.
• Ability to professionally represent the SPCA of Texas mission, values, and customer service standards.

Physical Demands:

• This position requires regular use of hands and fingers to handle objects and operate equipment, as well as the ability to communicate effectively by speaking and hearing. The employee must frequently stand, walk, sit, reach with hands and arms, and occasionally stoop, kneel, or crouch. The ability to regularly lift and/or move up to 40 pounds is required. The position holder must be able to operate large motor vehicles.
• Specific vision abilities required for this position include close vision, distant vision, color vision, peripheral vision, depth perception, and ability to focus.
• While performing the duties of this job this position may be exposed to animal odors or airborne particles. The noise level in the work environment is occasionally high.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions:

• The individual performing this job may be required to work more than 8 hours in a day or 40 hours in a week.
• This position requires a flexible schedule, with occasional overnight support and events occurring outside of regularly scheduled hours.