SUPERVISES: Shelter Manager; Program Manager - Operations & Community Cats
CLASSIFICATION: Exempt, Full-Time, Salary
EFFECTIVE DATE: 7/10/2020
SUMMARY: The Director of Operations provides leadership and direction for the efficient and smooth operation of shelter and program operations, including cat care and shelter cleanliness, Community Cats program, cat café, and adoptions and placements. This position will drive continuous improvement, with a strong focus on excellent customer service and best practices in animal care.
DUTIES AND RESPONSIBILITIES:
Operational & Program Leadership
Oversee day-to-day operations by actively monitoring daily activity and proactively troubleshooting issues as they arise, ensuring regular communication with Managers and/or Directors on issues of concern, barriers to effectiveness and positive improvements.
Strategize, develop, and implement initiatives that streamline operations, improve customer service and/or enhance programs, ensuring the continued growth and progress in relation to annual and future goals.
Identify and develop external collaborations and partnerships to improve program outcomes.
In cooperation with all departments, ensure compliance with government agencies including OSHA, Cook County Department of Animal Control, and the Illinois Department of Agriculture.
Works collaboratively with the Director of Veterinary Services and Shelter Manager on census management, and improving intake and length of stay.
Oversee proactive and reactive maintenance of the building fixtures, furnishings, grounds, systems and structures; arrange for maintenance either by internal staff or through coordination of subcontractors.
Work collaboratively with the Senior Manager, Administration & Technology, to co-lead the internal Safety Committee on the development and implementation of building safety and evacuation plans; and strategize, develop and implement cost- and time-saving and green-friendly building initiatives.
Planning & Management
Develops and manages department budget and annual objectives.
Leads the monthly reporting for shelter activities and programs.
Actively participates as a member of the executive team; attends applicable meetings and participates in strategic and annual planning for the organization.
Participate in inter-departmental meetings and discussions to support and develop Tree House initiatives.
Oversee the hiring, training, and management of department staff ensuring morale remains high through a positive work environment.
Hires, supervises, evaluates, directs and guides the performance of the staff in the department. Conduct necessary disciplinary, terminations, and other personnel actions in accordance with personnel policies.
Makes arrangements for coverage for vacation, sick relief, etc.
Actively participate in required staff meetings and workshops.
Update knowledge by participating in educational opportunities, maintaining networks, participating in professional organizations.
Protect the organization by keeping information confidential.
Represent Tree House externally, including but not limited to media opportunities.
Other duties as requested
Currently, this position directly supervises two employees within the department. Total department staff includes 14 staff members.
Communication - Expresses self--orally and in writing--in manner that is clear, well organized and appropriate to the situation. Uses appropriate grammar, punctuation/spelling, and tone. Listens carefully and sincerely considers others' ideas. Maintains confidentiality and expresses good judgment about what to say and when to say it. Keeps others informed.
Customer Service - Treats customers (internal and external) with respect and courtesy. Shows interest in, anticipates, and responds timely to customer needs and concerns. Goes beyond basic service expectations to help customers. Responds appropriately to and resolves difficult and emotional situations. Seeks ways to improve service delivery.
Diversity - Enthusiastically works with all employees, regardless of race, gender, culture, and age. Values contributions of people from diverse backgrounds. Demonstrates respect for opinions and ideas of others. Shows awareness of and sensitivity to cultural and individual values.
Judgment - Gathers data and others' input as appropriate when making decisions and handling diverse situations. Considers cost, organizational resources, and efficiency, as well as both long- and short-term outcomes. Can explain rationale for a decision. Observes safety and security procedures; uses equipment and materials properly. Recognizes when to consult higher level management.
Managing People - Includes staff in planning, decision-making, facilitating, and process improvement. Aligns the right work with the right Ensures staff members have skills and resources to fulfill their job duties. Informs staff of what is expected of them and holds them accountable. Gives staff ongoing, constructive feedback on their performance and progress in light of expectations and goals. Rewards and recognizes hard work and results. Addresses performance issues promptly and corrects poor performance. Works to create a strong team.
Problem Solving - Identifies problems in a timely manner. Gathers and analyzes factors or causes. Generates and evaluates alternative solutions. Implements plans to solve problems. Assesses effectiveness of intervention.
Passion for cats and animal welfare.
Bachelor’s Degree or Associate's Degree and equivalent training and experience.
5 years of management experience (in animal welfare preferred but not required). A skilled and experienced professional who is inspired by the opportunities and challenges of working with pets and people.
Dynamic, motivated, proven leader. A passion to provide the highest standard of care for animals and to be of service to the people who love them.
The ability to ensure humane, effective, and efficient functioning of all aspects of shelter operations including animal intake, daily care, adoptions, and customer service.
Strong interpersonal and customer service skills.
Ability to think “outside the box” in evaluating programs.
Computer skills required: Microsoft Office. PetPoint a plus.
Other skills required: Results-orientation and able to work under pressure and handle multiple tasks at one time.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Frequently required to stand, walk, bend over and stoop.
Occasional exposure to wet and/or humid conditions (non-weather).
Must occasionally lift and /or move up to 40 pounds.
May be exposed to unpleasant odors, noises, and animal bodily fluids or feces.
May be exposed to aggressive, ill and/or injured animals, as well as bites, scratches, and infectious (zoonotic) animal diseases.
Work is completed in an animal shelter.
Additional Salary Information: Salary commensurate with experience
Internal Number: THDO202006
About Tree House Humane Society
Founded in 1971, Tree House Humane Society is a cageless shelter primarily for sick, injured, and stray cats. It is located in a new, state-of-the art building in West Rogers Park.