Operations Manager, SG

Summary of Purpose:

The Operations Manager works closely with organizational leadership to ensure that Animal Care, Customer Care, and Shelter Operations at the San Gabriel Valley Humane Society campus operate efficiently, consistently, and in alignment with animal welfare best practices.This role provides hands-on operational leadership, supports staff performance and training, strengthens interdepartmental coordination, and helps ensure high quality customer care, humane animal care, compliance, and effective use of shelter resources. The ideal candidate is a skilled, collaborative manager with a strong understanding of current animal service principles and practices, in a progressive animal welfare environment and the ability to lead a diverse team with compassion, diplomacy, accountability, and clear communication.

Essential Functions:

Include but are not limited to:

• Manage and oversee Animal Care, Customer Care, and day-day shelter operations at the San Gabriel Valley campus, ensuring consistent service delivery, staff accountability, humane animal care, and alignment with organizational standards.
• Provide day-to-day leadership, coaching, scheduling support, training reinforcement, and performance accountability for assigned operational teams in partnership with the Director of Operations and department leadership.
• Partner with Veterinary Services to ensure onsite staff follow established medical, sanitation, handling, and animal care protocols and that operational workflows support timely, effective care for animals.
• Coordinate with Humane and Animal Control Services team to support timely response to community service calls, consistent application of ordinances and procedures, human handling practices, and clear communication between field and onsite teams.
• Support the development, implementation, and continuous improvement of written standards of care, standard operating procedures, training tools, and quality control practices across operational areas.
• Support the Director of Operations with government contracts, contract related reporting, and communication with municipal partners regarding service expectations, ordinances, and operational needs.
• Ensure animal control officers are educating the community, enforcing ordinances, rescuing animals using a high level of customer care and humane handling.
• Monitor operational compliance with animal welfare laws, organizational policies, safety protocols, sanitation standards, and humane handling practices and works towards advocacy for animal welfare in the community.
• Ensure high-level, quality customer care by resolving escalated concerns and complaints in a professional, timely, and compassionate manner.
• Promote positive relationships with the general public, staff, and volunteers.
• Support fiscal management for assigned operational areas, including purchasing, inventory control, budget monitoring, expense review, and forecasting along with the Director of Operations and Director of Finance.
• Partner with the Community Outreach team to promote education and outreach programs that are proactive, diverse, and community specific.
• Work closely with Facilities Manager to support building and facility operations, janitorial, and sanitation services, and SGVHS building and fleet maintenance to help maintain a safe, clean, and healthy environment.
• Create, review, and analyze organizational reports and shelter statistics, including animal inventory, outcomes, service trends, length of stay, capacity, and other key performance indicators.
• Design and conduct ongoing needs assessments for the organization to ensure community needs are met.
• Oversee shelter management software program for SGVHS including data entry, animal records, outcome tracking, reporting, and inventory monitoring in accordance with organizational policy and procedures.
• Work closely with the Shelter Services team to support playgroups, behavior assessments/tracking, enrichment, adoption readiness information, and quality of life and adoption criteria placement.
• Partners with the leadership team in planning, organizing, and coordinating SGVHS programs to ensure the mission and goals of the organization are aligned.
• Maintain a high level of communication and cooperation with staff, volunteers, leadership, and other departments to promote inter-departmental teamwork and consistent service delivery.
• Assist with emergency preparedness, population management, capacity planning, and operational response during high volume, urgent, or crisis situations.
• Promote a safe working environment by reinforcing safety practices, documenting incidents, addressing operational risks, and supporting staff awareness of humane handling, sanitation, and disease prevention protocols.

• Any other duties as assigned by mangement