Animal Care Manager

The Animal Care Manager oversees the Animal Care Team and daily workflow of the department, including scheduling, motivating, evaluating, coaching, and developing staff. This position is responsible for maintaining high standards of animal care while supporting an effective, collaborative, accountable, and positive working environment for staff and volunteers.

The Animal Care Manager develops and implements creative and innovative approaches to improve animal flow, animal care, behavior support, and departmental performance. This position identifies and addresses opportunities to improve the quality and capacity of animal care while maintaining practices that support the safety and well-being of both animals and people.

This role is accountable for departmental performance and key performance indicators (KPIs), using data to identify barriers, guide decision-making, and continuously improve outcomes. The Animal Care Manager ensures departmental priorities and teammate expectations remain aligned with organizational goals and the SPCA of Wake County’s core mission of saving animal lives.

The Animal Care Manager works collaboratively with supervisors, organizational leadership, and other departments to ensure consistent communication, effective processes, and alignment with the mission and core values of the SPCA of Wake County.

• Our Core Values:
• 1- Hell, Yeah!
• 2- Be Kind
• 3- Do What You Say
• 4- Forward Focused
• 5- Loose & Wiggly
• 6- Drop the Mic

Essential Duties and Responsibilities

Animal Care, Welfare & Operational Excellence

Maintain and continuously improve high standards of animal care, welfare, sanitation, enrichment, and humane handling throughout the department

Identify and address opportunities to improve animal welfare, animal flow, and the quality and capacity of care

Maintain efficient animal flow through SPCA facilities while supporting quality animal care and positive outcomes

Develop and implement processes that reduce unnecessary length of stay while maintaining a safe and comfortable environment for animals

Ensure Animal Care teammates consistently implement appropriate low-stress and humane handling practices

Partner with appropriate teams to ensure animals receive timely behavior support and modification plans and monitor implementation within Animal Care

Maintain practices that support the health, safety, and well-being of animals, teammates, volunteers, and visitors

Lead process improvement initiatives and identify opportunities to strengthen departmental workflows, consistency, quality, and operational effectiveness

Performance Management, KPIs & Mission Impact

Own and actively manage departmental key performance indicators (KPIs), using data to evaluate performance, identify barriers, and drive improvements that maximize the Animal Care Team’s impact on the SPCA’s mission of saving animal lives

Monitor animal flow, length of stay, capacity for care, and other relevant departmental metrics; identify trends and implement strategies to improve animal welfare, operational efficiency, and positive outcomes

Establish clear departmental goals aligned with organizational targets and ensure teammates understand how individual and team performance contributes to achieving those goals

Regularly review and communicate performance results with the Animal Care Team and organizational leadership, proactively identifying barriers and developing solutions when performance is below established targets

Use data, frontline observations, teammate feedback, and organizational priorities to identify opportunities for continuous improvement

Track the effectiveness of implemented changes and adjust strategies based on results and evolving operational needs

Team Leadership & Performance Management

Lead, motivate, evaluate, coach, and develop Animal Care teammates while maintaining clear expectations and accountability

Work closely with Animal Care supervisors to ensure excellent team leadership, communication, workflow, and consistent execution of departmental expectations

Develop staff training plans and provide ongoing coaching, feedback, recognition, and development opportunities

Translate departmental KPIs and organizational goals into clear expectations for supervisors and teammates, reinforcing accountability for both individual performance and team outcomes

Address employee performance concerns and implement appropriate coaching, corrective action, or performance improvement plans in partnership with Human Resources

Promote professional development and strengthen the leadership capabilities of supervisors and other emerging leaders within the department

Create and support a positive, collaborative, respectful, and accountable working environment for staff and volunteers

Department Operations & Administration

Manage Animal Care staffing schedules to ensure appropriate departmental coverage and alignment with animal care and operational needs

Complete and oversee applicable payroll and timekeeping responsibilities for the Animal Care Team

Monitor departmental supply needs, maintain appropriate inventory, and coordinate ordering as needed

Maintain accurate departmental records and ensure appropriate use of applicable database, CRM, and shelter management systems

Ensure departmental policies, procedures, protocols, and operational expectations are clearly communicated and consistently implemented

Identify operational challenges, assess root causes, and implement practical and sustainable solutions

Maintain regular communication with the direct supervisor and promptly communicate significant departmental concerns, risks, performance barriers, or operational needs

Cross-Functional Collaboration & Customer Service

Collaborate with Medical, Adoptions, Intake, Behavior, Volunteer Services, and other departments to support animal care, movement, placement, and positive outcomes

Maintain effective communication with managers and organizational leadership to support a unified approach to the SPCA’s mission and operational priorities

Partner cross-functionally to identify and resolve barriers affecting animal flow, length of stay, capacity for care, teammate effectiveness, or animal outcomes

Provide guidance and intervene as needed to resolve customer and volunteer concerns while maintaining excellent customer service and professionalism

Participate in organizational planning, operational initiatives, meetings, and cross-functional projects as needed

Perform additional duties as assigned to support departmental and organizational priorities

Qualifications

Required Qualifications

High school diploma or equivalent

Minimum two years of supervisory experience, preferably within the animal welfare industry.

Strong knowledge of companion animal behavior, body language, humane handling techniques, and animal welfare practices

Strong leadership, communication, problem-solving, decision-making, organizational, and time management skills

Ability to effectively lead, coach, develop, and hold teammates accountable while promoting a positive and collaborative work environment

Experience using databases, CRM systems, shelter management systems, or similar platforms to maintain operational records

Must possess and maintain a valid driver’s license, meet SPCA of Wake County driving eligibility requirements, and be able to safely operate an SPCA vehicle as assigned

Ability to meet the physical requirements of the position and commitment to the mission and core values of the SPCA of Wake County

Knowledge, Skills & Abilities

Strong knowledge of feline and canine body language, humane animal handling techniques, and animal welfare best practices; working knowledge of common veterinary terminology

Ability to recognize animal health, behavior, welfare, and safety concerns and ensure appropriate response or escalation

Ability to model, rein