Supervisor, Lifesaving Programs

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

Program Oversight & Team Leadership

• Program Oversight & Team Leadership
• Provide direct supervision, coaching, and support to the Lifesaving Programs team responsible for adoption and customer experience operations, ensuring consistent service delivery and animal care continuity across all shelter locations.
• Oversee daily adoption and retail operations to maintain efficient workflows, positive adopter experiences, and alignment with organizational goals.
• Establish clear expectations, provide training, and monitor performance to support strong customer service standards and positive outcomes for animals.
• Partner closely with Medical, Behavior, Intake, Foster, and Volunteer teams to support continuity of care and smooth transitions for animals throughout the adoption and foster process.
• Ensure accurate and timely recordkeeping within shelter databases and applicable tracking systems in alignment with organizational and regulatory standards.
• Support implementation and adherence to departmental procedures, safety practices, and organizational policies.

Adoption & Customer Experience

• Program Oversight & Team Leadership
• Provide direct supervision, coaching, and support to the Lifesaving Programs team responsible for adoption and customer experience operations, ensuring consistent service delivery and animal care continuity across all shelter locations.
• Oversee daily adoption and retail operations to maintain efficient workflows, positive adopter experiences, and alignment with organizational goals.
• Establish clear expectations, provide training, and monitor performance to support strong customer service standards and positive outcomes for animals.
• Partner closely with Medical, Behavior, Intake, Foster, and Volunteer teams to support continuity of care and smooth transitions for animals throughout the adoption and foster process.
• Oversee retail operations within adoption centers, including transaction accuracy, inventory awareness, and patron experience.
• Support and coordinate staffing for large-scale adoption events and offsite activations as needed.

PetSmart Cat Program Oversight

• Provide operational oversight of the PetSmart Cat Program across all assigned locations, ensuring consistent standards of animal care, adoption procedures, recordkeeping, and customer experience.
• Supervise assigned staff and coordinate with volunteers to maintain appropriate staffing levels and effective daily operations.
• Partner with the Volunteer and People & Culture teams to support recruitment, selection, onboarding, and training of staff and volunteers supporting the PetSmart Cat Program.
• Support ongoing recruitment efforts by identifying staffing needs, participating in interviews, and promoting engagement opportunities to maintain adequate program coverage.
• Monitor program performance and collaborate with internal teams to support placement outcomes and overall program effectiveness.

Cross-Program Collaboration

• Partner with Foster program leadership to support placement readiness, foster-to-adopt transitions, and overall lifesaving outcomes.
• Provide operational support to foster activities as needed, including coordination related to adoptions, space management, and customer communication.
• Assist in resolving adopter and foster customer service matters in partnership with the Foster team.
• Collaborate with internal teams to support planning and execution of mobile and large-scale adoption events, providing staffing or operational support as needed to ensure successful outcomes.
• Provide on-site support at mobile adoption events or large-scale adoption activations during peak periods or high-volume events to maintain service standards and workflow continuity.

Required Experience:

• Minimum of three years of experience in animal welfare, adoption programs, retail, or customer-facing operations required; prior supervisory or lead experience preferred.
• Demonstrated experience delivering strong customer service and supporting positive outcomes in a fast-paced, public-facing environment.
• Strong communication and interpersonal skills with the ability to work effectively with staff, volunteers, adopters, and community members.
• Proficiency in Microsoft Office and ability to learn shelter management and tracking systems.
• Strong attention to detail, organization, problem-solving, and time management skills.
• Ability to professionally represent and advocate for the SPCA of Texas mission, values, and customer service standards.
• Ability to exercise sound judgment, professionalism, tact, and diplomacy when handling sensitive or complex situations.
• Collaborative work style with the ability to support team members while maintaining accountability and service standards.

Typical Challenges:

• Balancing daily operational needs, staffing coverage, and customer service expectations in a fast-paced shelter environment.
• Managing and resolving customer service concerns involving adopters, fosters, and community members.
• Supporting staff and volunteers while maintaining consistent service, animal care, and operational standards.
• Assisting in meeting adoption and retail goals while ensuring positive placement outcomes and experiences.
• Managing multiple priorities and deadlines across onsite, offsite, and partner adoption locations.

Physical Demands:

• 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.

• This position is regularly required to use hands to fingers, handle, and talk and hear. The incumbent is frequently required to stand, walk, sit, reach with hands and arms, and stoop, kneel or crouch. The position holder must be able to regularly lift and/or move up to 40 pounds.
• The position holder must be able to operate a motor vehicle.
• 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.
• Must be able to stand or walk outside for long hours in various weather conditions at adoption events when applicable.

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.

Normally scheduled 5 days per week, 8 hours per day between the hours of 7am and 7pm.