Adoptions and Retail Supervisor



Job Title: Adoptions and Retail Supervisor – APL & EAC

Department: Shelter

Classification: Full time, salary, exempt

Job Relationship: Reports directly to Shelter Operations & Client Care Manager. Directly supervises the PetSmart Everyday Adoption Center (EAC) Adoptions Assistant Supervisor, EAC and APL Adoption Associates, Receptionist, Retail and Offsite Coordinators, and assigned volunteers. 

Position Summary: Responsible for overall supervision of the APL’s Adoption program and the the PetSmart EAC to ensure the standards and goals of the APL are met. Supervises, trains, and develops staff and volunteers at EAC and APL locations in order to meet departmental goals. Ensures quality, consistent customer service.  Promotes and markets adoptable animals, retail supplies, and solicits donations.  Achieves Adoption and Retail goals, including number of adoptions and adoption/retail revenue budgets.  Effectively manages resources for the maximum operational and financial benefit to the department and the APL. Responsible for ensuring adequate personnel coverage for efficient daily operations.


Essential Job Functions:

Animal Flow and Adoptions

  • Coordinates adoption programs and promotions; constantly seeks new ways to promote the adoption of animals.
  • Actively monitors animals’ length of stay on the adoption floor. Identifies animals in need of special marketing and works diligently to champion their placement.
  • Oversees offsite adoption program; works with Offsite Adoption Coordinator to maximize efforts of program.
  • Assigns special adoption fees as appropriate.
  • Works closely with Animal Care Supervisor to monitor shelter population and ensure optimal number of animals remain available for adoption.
  • Monitors adoption follow-up program; handles post-adoption concerns promptly and professionally and maintains proper documentation of all client interactions.
  • Maintains excellent communication with Shelter Operations & Client Care Manager (SOCCM) and alerts the SOCCM to any potential concerns within the department.
  • Working supervisor who performs Adoptions and Client Services duties including:
    • Conducts adoptions, provides adoption counseling/animal selection assistance, enters computer data, completes necessary paperwork and performs follow-up services
    • Assists clients seeking lost animals
    • Educates clients on responsible animal guardianship and animal care

 Supervises personnel in the APL Adoption & Retail Department, and PetSmart Adoption Center

  • Performs supervisory duties, including reviewing work performance, motivating subordinates to work more effectively, identifying problems with performance and solutions to those problems, determining training needs to improve performance, initiating measures to correct misconduct per APL policy. Carries out approved disciplinary actions.
  • Recruits, interviews and hires staff in accordance with APL policy.
  • Maintains proper documentation and time records for staff supervised. Determines staffing levels and coordinates schedules and time off requests to ensure adequate coverage.
  • Develops and implements orientation and training processes for new and existing employees and ensures personnel are trained to a level necessary to achieve the APL’s mission and goals.
  • Promotes the integration and utilization of volunteers. Ensures volunteers are trained to a level necessary to achieve the APL’s mission and goals.

 Supervises daily operations in the APL Adoption & Retail Department, and PetSmart Adoption Center

  • Ensures employees are providing an optimal level of customer service to all patrons, visitors, staff, and volunteers. Ensures Meet Your Match program is implemented and effectively utilized as part of the adoption process.
  • Assists staff in situations requiring immediate problem solving. Handles escalated client situations.  Takes control of situations that could be potentially damaging to the professional image of the APL.
  • Monitors animal population status. Communicates with Animal Care Supervisor to identify population spikes and proactively identify the need for adoption promotions. Alerts SOCCM to potential population crises or other factors that may compromise the APL’s goal of continually increasing our live release rate.
  • Supervises Retail Associate; ensures retail store remains optimally stocked; researches new products and APL gear to promote growth of program.
  • Generates accurate statistical reports per timelines and as needed; monitors department statistics to ensure goals, including number of adoptions and adoption/retail revenue budgets are being met. Proactively troubleshoots and communicates with SOCCM if goals are not being met.
  • Develops and implements new procedures and responds to changes in policies.
  • Regularly monitors accuracy of department’s data integrity and trains staff as necessary.
  • Responsible for department’s work areas, supplies, and inventory. Orders supplies as necessary.
  • Performs euthanasia and mentors staff for euthanasia certification

Performs other duties as assigned.

General Expectations

  • Flexible with scheduling and is available when away from the facility as needed to meet the needs of the organization
  • Promotes and follows safety guidelines to ensure a safe work environment. Takes immediate action to address any safety concern or noncompliance with OSHA safety rules that could put an employee, volunteer, client, animal and organization at risk.
  • Promotes communication and cooperation between APL departments
  • Assists with budget process and ensures annual targets are achieved. Maintains department inventory and staffing according to budget.
  • Actively supports departments, staff and volunteers and promotes the development of skills related to the advancement of our goals and mission.
  • Represents the APL in a professional and courteous manner at all times. Provides quality service to customers, volunteers, and staff recognizing their individual contribution to the success of our organization.
  • Notifies SOCCM of situations that could be harmful to the reputation of the APL.
  • Informs directors of special needs cases for potential public relations or direct mail pieces.
  • Actively solicits donations, promotes retail sales
  • Actively promotes the APL’s mission, services, programs and events. Informs clients and constituents of donation opportunities as appropriate, cultivating relationships with current and potential donors.


  • Associates Degree, BS or BA preferred.
  • Minimum two years supervisory experience and two years customer service experience. Retail sales experience helpful.
  • Experience in animal behavior, health, handling, & care in a shelter environment strongly preferred
  • Certified euthanasia technician or ability to become certified within six months of hire
  • Must possess a valid Ohio Driver’s License and insurable driving record.

 Knowledge and Skills

  • Considerable knowledge of effective supervisory and management techniques and ability to utilize them to promote full performance and high morale.
  • Ability to monitor protocols and policies to maintain quality animal care and sheltering standards.
  • Considerable interpersonal skills including the ability to establish and maintain effective working relationships, to effectively handle and diffuse high-stress and emotionally charged situations and to exercise good judgment when dealing with the public, staff, and volunteers.
  • Ability to identify and understand problems and determine appropriate measures to solve them.
  • Considerable communication skills. Ability to express ideas clearly, both orally and in writing
  • Detail oriented with ability to multi-task and prioritize and perform duties efficiently and effectively
  • Committed to maintaining the Cleveland Animal Protective League’s high standard of animal care and mission to foster compassion and end animal suffering.
  • Efficient Microsoft Office user with the ability to maintain a variety of records and to prepare statistical and other reports from such records

Working Conditions

Work is performed in an animal shelter that operates seven days per week with exposure to animals, including some with questionable health and temperament, high noise levels, zoonotic diseases, and cleaning agents. Subject to animals bites and scratches.  Needs to occasionally move about the shelter to oversee staff members and the care provided to our shelter animals. Frequently operates a computer and other office equipment (i.e. calculator, copier, and printer). Must be able to remain in a stationary position for 50% of the time. Occasionally positions self to handle animals of all sizes in a variety of areas and positions (low cages, high cages, on tables, on the floor, in vehicles, etc.) and to perform shelter and animal cleaning functions. Constantly communicates with staff and volunteers who have inquiries about job responsibilities and animal needs and must be able to exchange accurate information in these situations. Must be able to detect and recognize animal behavior that is potentially dangerous. Occasionally moves animals weighing up to 50 pounds (i.e. through the shelter on leash or using other safe restraint and animal handling equipment, into and out of cages in the shelter, into and out of shelter vehicles). Must be able to modify work schedule to meet APL operational needs.

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job related duties required by their supervisor.  This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.

Our Core Values

Compassion – We treat animals and people with respect, empathy, and kindness. We listen  and respond to the needs of people who surrender animals to us, adopt from us, report abuse  to us, use our programs and services, support us, work for us, volunteer for us, and to other animal welfare organizations that turn to us for help. We believe every life we touch should be treated with dignity.

Commitment – We believe that every life has value and worth. We stand resolute in maintaining an environment of transparency, accountability, and high ethical and professional standards in working to fulfill every aspect of our mission. An unwavering focus on excellence and good stewardship of life, resources, and opportunity guides everything we do.

Advocacy – We are committed to being the voice of animals. We believe that collaboration, education, and active, impactful participation in influencing positive change on behalf of animals are the cornerstones of elevating their place in society and promoting the value of their lives.

Leadership – We are committed to working with the public and our colleagues in the animal welfare community to provide innovative solutions to the challenges animals face. We believe in leading by example and demanding excellence at every level of our organization. We continually strive to be a leader in our field at the local, state and national levels by seeking and following a visionary and progressive path as advocates for both animals and people.

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