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

Qualifications/Requirements:

• High school diploma or equivalent qualification.
• Minimum of 1–2 years of experience in shelter operations, animal welfare, nonprofit operations, public service, or a related operational environment required.
• At least 2 years of experience of supervisory, team leadership, or staff coaching experience required.
• Proficiency with Microsoft Office Suite, including Word, Outlook, and Excel.
• Experience using ShelterLuv or other shelter management software, databases, or case management systems; ability to ensure accurate records, data entry, outcome tracking, inventory monitoring, and reporting.
• Experience working in an open-admission shelter.
• Humane attitude towards animals.
• Ability to safely handle, leash, transport, and restrain animals of varying sizes, species temperaments, and medical conditions using humane handling techniques and appropriate equipment.
• Must be able to restrain dogs of more than 100lbs. 
• Ability to work compassionately and professionally in an environment where end-of-life services and humane euthanasia decisions may occur, while supporting established organizational protocols and staff well-being.
• Humane attitude toward animals and commitment to progressive animal welfare practices.
• Supports and represents IVHS & SPCA and SGVHS core values, programs, policies, and procedures. 
• Must possess a valid driver’s license and clean driving record.

Preferred Qualifications:

• Bachelor's degree in business administration, Animal Science, Nonprofit Management, or related field (or equivalent experience) preferred. preferred.
• Minimum 3–5 years in shelter operations, animal welfare, or nonprofit management; supervisory experience preferred.
• Bilingual (English/Spanish/Mandarin) preferred.

Knowledge & Abilities:

• Customer-centric, professional and excellent business acumen when engaging with adopters, partners, visitors, volunteers, and colleagues; familiarity and comfort with an open adoption process.
• Strong interpersonal skills, a team player, personable, professional, and able to get along with people from different backgrounds, as well as the ability to handle sensitive and confidential situations.
• Ability to work in a fast-paced environment with well-developed organizational skills to juggle multiple competing tasks and demands while meeting project deadlines.
• Ability to work on a varied schedule, including weekends and evenings, as required.
• Excellent verbal and written communication skills to develop healthy relationships with staff, volunteers, and donors.

Physical Demands/Working Environment:

• Work is performed in a setting within an animal shelter facility. Regular exposure to animal shelter conditions including odors, airborne particles, and animal fur/dander.
• Must be able to:
  • Routinely lift 50 pounds and perform strenuous daily activity including, but not limited to lifting, carrying, reaching, stooping, squatting, cleaning, and bending.
  • Extensive direct handling, carrying, and restraining of animals, both large and small.
  • Work at a computer for extended periods of time with repetitive typing, sitting, arm, and hand motion. 
  • Work indoors and outdoors in a variety of weather conditions including extreme heat and cold.
  • Handles, carries, and moves supplies and equipment.
  • Occasional running and agile movements to safely secure loose animals.
  • Able to tolerate loud animal noises and objectionable odors.
• Exposure to dogs, cats and other animals of all sizes, temperaments, and medical status.
• Regular movement about both campuses in San Gabriel and Pomona to coordinate work.

Inland Valley Humane Society & S.P.C.A. Core Values:

 Pawsitive- Embracing optimism at all times with animals, ourselves, each other, and our community.  

 Innovative- Leading the change our communities need with commitment to our mission.

Collaborative- Synergy and cooperation with partners and stakeholders to improve lifesaving.

 Kindness- Meeting everyone with compassion and respect.

Supplemental Information:

Only those candidates whose applications and resumes most clearly demonstrate the job-related experience, education, and training sought by Inland Valley Humane Society & S.P.C.A. and San Gabriel Valley Humane Society shall be selected to move forward in the recruitment process. Placement in the position shall be contingent upon the successful completion of a reference check, prior employment check, Live Scan, and pre-employment medical exam including a drug test.

All qualified candidates are encouraged to apply; Inland Valley Humane Society & S.P.C.A. and San Gabriel Valley Humane Society is an Equal Opportunity Employer.

Salary Disclosure

Compensation will be determined based on factors such as skills, education, and experience. In addition to those factors, IVHS and SGVHS complies with applicable pay equity laws and considers internal equity among current employees when developing the final offer. Please keep in mind that the range mentioned above is the base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous benefits package.