Senior Manager, Partner Operations - ASPCA Spay/Neuter Alliance

Summary:

ASPCA Spay/Neuter Alliance (ASNA) is the premier training center for high-quality, high-volume spay/neuter (HQHVSN) for companion animals. Altering 20,000 shelter, rescue, and publicly owned companion animals annually, ASNA has trained more than 6,000 veterinary professionals and fourth year veterinary student externs at our campus in Asheville, NC since 2005. ASNA is proud to set the bar for the standard of care in HQHVSN and provide world-class spay and neuter surgical instruction to veterinary professionals and students.

The Senior Manager, Partner Operations (SMPO) has the exciting opportunity to oversee ASNA's Spay/Neuter partner network and Community Cat programming and directly support the ASPCA's mission by ensuring geography is not a barrier to the provision of HQHVSN services for owned and unowned cats and dogs in Western North Carolina. The individual in this position manages projects related to partner relations and operations in addition to building, maintaining and growing strong relationships with partners. Fundamental expectations for this role are possessing exceptional communication and project management delivery skills, embracing and executing the principles of teamwork, providing excellent customer service and support to our partners

and exhibiting a continuous improvement and problem-solving mindset to drive the mission of ASNA and the ASPCA forward. This position reports to the Director, Partner & Transport Operations (DPTO) and is based in Asheville, North Carolina.

Responsibilities:

Responsibilities will include, but are not limited to:

Partner Operations & Project Management (40%)

• Maintain partner satisfaction with our program & identify opportunities for capacity building and collaboration
• Elevate our partner program by identifying opportunities for automating manual processes and assisting with the development, implementation and maintenance of partner program standardizations
• Oversee programs and services training with partners including technological platforms, contract compliance, process compliance and techniques for animal transport best practices
• Continuously evaluate processes, protocols and systems for optimization
• Create & implement a plan and process for gathering longitudinal S/N partner survey data and frequently analyze partner data for trends, opportunities and risks
• Collaborate with ASNA's Programs Team to strategize and connect S/N partners to other resources in their communities
• Collaborate with other departments within the organization to provide guidance and support for partners facing roadblocks or needing resources
• Directly manage partner onboarding process
• Oversee all aspects of the Community Cat experience at ASNA for which the Manager, Partner Operations is directly responsible
• Serve as Project Manager for Annual Partner Events and other Spay/Neuter partner network-related work, leveraging Project Management tools and best practices according to Project Management Professional layout
• Assume financial accountability for an ASPCA credit card and adhere to ASPCA expense and travel policies

Relationship Management and Communication (35%)

• Oversee all aspects of partner relations and quality assurance ensuring equitable communication, transparency, and technical assistance, as well as appropriate animal numbers and animal transport coordination
• Maintain positive relationships between ASNA partners and staff by promoting a non-judgmental environment and ensuring feedback is addressed using clear and caring communication
• Collaborate with the Director, Partner and Transport Operations, Senior Director Operations (SDO), and Vice President (VP) to field concerns and requests from partners and resolve conflicts, and keep VP, SDO, and the Leadership Team apprised of topics related to ASNA's partnerships and partner operations
• Oversee all aspects of partner billing and monthly ledgers
• Oversee monitoring and communication notices for delinquent partner accounts including timely communication with both partner and relevant ASNA leadership
• Serve as point of escalation and contribute input towards decisions for billing or partner scheduling/cancellation based on safety
• Ensure strong partner communication flow, including but not limited to, ensuring a single source of truth for partner communications & contact info, implementing a formalized partner business review process, and optimizing partner surveys and newsletters

Leadership (20%)

• Supervise and support the Manager, Partner Operations (MPO), ensuring impeccable customer service and a high-quality ASNA experience in every interaction
• Provide regular feedback to direct reports utilizing routine management techniques and ensure that all team members have the tools and support needed to be successful and high performing
• Lead direct reports through annual performance management processes including performance reviews, merit process, and goal setting
• Engage in all necessary activities of the people management lifecycle including but not limited to interviewing, hiring, training, performance coaching, succession planning, salary changes, promotions, and terminations
• Mentor and communicate with staff to ensure responsiveness and productivity by encouraging use of project management and communication tools
• Act as a leader and subject matter expert on campus by supporting development of ASNA strategy as it relates to role responsibilities
• Oversee the identification, orientation, and training of Manager, Partner Operations

Professional Development and Organizational Support (5%)

• Commit to operating in alignment with our Core Values of Commitment, Ownership, Team, Elevate, and Impact!
• Enforce all policies related to operational and environmental safety of patients, staff, and visitors related directly to administrative operations
• Serve in any role as needed and qualified for to support all daily operational processes for successful and safe completion of the day's surgeries and training program goals
• Fully engage in the self-performance management process including annual reviews, regular feedback sessions, required compliance training, and goal setting
• Actively seek individual development opportunities in relation to job function
• Travel up to 5% as needed
• Under the supervision of the Director, Partner and Transport Operations, and with respect to administrative operations, ensure:
  • Smooth and efficient operation of ASNA surgical, medical, and training programs
  • Program policies and strategies support ASNA's high standards of quality and best practices
  • All aspects of operations are enforced with campus-wide consistency and adherence to all federal, state, and local regulations
  • A positive learning environment across campus supportive of ASNA culture
• Participate in assigned ASNA department and program specific projects, cross-departmental working groups, and any other assigned commitments to support ASPCA's 2030 goals
• Perform all other duties as assigned by the DPTO or the ASNA Senior Leadership Team
• Serve as back-up driver as needed and perform all duties and services as provided by a regular driver

Qualifications:

• Exemplify the ASPCA's Core Values:
  • Has Commitment and dedication to improving the lives of animals
  • Demonstrates Ownership and feels responsible for outcomes
  • Believes in Team - that we are stronger together
  • Seeks to Elevate others and reimagine what is possible
  • Focuses on Impact, specifically making change for animals
• Possess skillful, transparent, and diplomatic interpersonal communication skills with a focus on superior customer service
• Ability to build solid relationships with colleagues, clients, and vendors
• Ability to plan, organize, and effectively present ideas and concepts in verbal and written form, and to introduce and implement policies and procedures effectively
• Possess advanced computer skills with demonstrated ease and confidence with all manner of technology including Microsoft Office skills, communication platforms, and project management systems
• Ability to prioritize and deal professionally with high levels of stress in an environment of changing daily operational priorities
• Ability to work in both a team environment and independently
• Ability to work in physically and mentally challenging conditions
• Flexibility in schedule to accommodate program needs, which could include varied daily shifts, weekends, evenings, and holidays
• Ability to understand that patient death is a regrettable but an inevitable part of the medical profession and adopt a healthy coping strategy for such events
• Must provide a valid driver's license upon hire and pass a motor vehicle history check demonstrating a safe driving history.
• Ability to operate a variety of vehicles
• Possess general knowledge of vehicle maintenance
• Ability to lift 35 lbs/16 kgs without assistance and over this weight with assistance, and the ability to stand, bend, lift, and climb during the course of a regular work shift

Education and Work Experience:

• High school diploma, GED, or equivalent
• Associate, Bachelor's degree or equivalent work experience
• Minimum 2 years in direct report supervision
• Minimum 3 years experience in project management
• Preferred 5 years driving experience
• Preferred experience in organizational structure, inter-departmental communications, Human Resources procedures, professional development, customer service, operations or success, record keeping, and staff management
• Preferred experience in data analysis
• Preferred experience in a clinical veterinary setting or animal shelter/welfare/control operation
• Fear Free Shelter certification within 60 days of hire

Compensation and Benefits:

Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.

The target range for this position is $72,000-$76,000 annually.

For more information on our benefits offerings, visit our website.

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Our EEO Policy:

The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA's standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA's People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

About Us:
The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.

The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.

The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.

At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA's vision - that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.

Applicants that are residents of Colorado: Per CO Senate Bill 23-058, we cannot generally request or require any age-related information (i.e., age, DOB, attendance or graduation dates from an educational institution) on an initial employment application; this includes any age-related inquiries in the initial interview. We are permitted to require/request additional application materials; if those materials contain any age-related information, an applicant may redact the information before submitting an initial employment application.