Supervisor, Adoption & Retail Operations

Position Title: Supervisor, Adoption & Retail Operations – Full Time TERM
Term dates: Jan 25, 2025 to Feb 10, 2026

Department: Adoptions and Retail Operations

Reports to: Manager, Adoptions and Retail Operations

Classification: Union

Rate: $17.75/hr (start)- $23.31/hr (Year 10) – fixed union wage scale
Hours: 40 hours/week; Tuesday to Friday 11am-7pm, Saturday 10am – 6pm

DAYS/TIMES OF SHIFTS COULD VARY/CHANGE

Start Date: ASAP

Closing Date for Applicants: Open until filled

Position Summary:

The Adoption and Retail Operations Supervisor has knowledge of all staff positions and provides training, supervision, and direction for Adoptions department and Retail Operations staff and volunteers, reviews paperwork for accuracy and completeness, ensures partner program requirements are met, communicates with partner vet clinics, and provides feedback on staff performance to management. Reporting to the Manager Adoptions and Retail Operations, the Supervisor ensures clients receive impeccable service, is the next-in-line for elevated service concerns and is empowered to make decisions with regard to adoptions, fees, and supplemental staffing.

The Supervisor is also responsible for promoting and selling retail items in the Pet Shop at The Winnipeg Humane Society, managing the online store and all related E-commerce, providing cashier services, re-stocking and pricing inventory, and overseeing ordering of retail merchandise. They will collect and review online orders, prepare them for pick-up and delivery, and monitor back-end processes such as customer service, logistics, and payment. This position is expected to foster a high standard of client service, frequently communicating and working with Society staff, management, volunteers, suppliers, and vendors.

Who we are:

• One of the oldest registered Non-Profit charities in Manitoba funded primarily by donations and events.
• An innovative community service organization committed to protecting animals from suffering, and promoting their welfare and dignity.
• A team of partners, donors, volunteers, and staff united in the belief that every animal deserves dignity and love.
• One of the largest and more recognized animal shelter and welfare organizations in Canada.
• Always growing, changing, and adapting to meet community expectations and the needs of Winnipeg’s animal population.

Duties and Responsibilities

Adoptions

• Directing and supervising adoption staff and volunteers, including satellite staff.
• Perform adoption consultations as needed; processing adoptions, including vaccinating and microchipping.
• Daily review of adoptions processed paperwork; ensuring Royal Canin compliance, Petplan activations, and Welcome Home Program information to veterinary clinics.
• Assists in training new staff and volunteers.
• Ability to give direct, constructive feedback to staff respectfully and timely.
• Delegation of duties to ensure smooth delivery of all services.
• Communicate promptly with Manager of Adoption.
• Effective communication with all staff, volunteers, and customers.
• Ensuring all clients receive impeccable service.
• Delivering feedback to Manager regarding staff and service issues.
• Guided by empathy and a harm reduction lens for true community service.
• Other duties as assigned.

Retail Operations

• Develop knowledge about other services provided by the Society and match available services to interested clients.
• Handle cash and cash balancing.
• Provide feedback to staff respectfully and timely.
• Deliver feedback to Manager regarding staff and service issues.
• Delegate duties to ensure smooth delivery of all services.
• Support evaluation of customer feedback and optimization of processes for improved customer experience.
• Processing retail sales and other transactions on computerized cash register.
• Open/close Pet Shop as part of daily routine.
• Stock shelves and maintain general upkeep of the Pet Shop.
• Monitor order management including returns, inventory, and payment issues.
• Support back-end payment operations.
• Update retail site as required.
• Order inventory in Manager's absence.
• Set up/take down retail displays for special events, including transporting merchandise.
• Greet clients promptly and determine their service requirements.
• Resolve customer inquiries timely.
• Offer exemplary customer service and coach staff on service expectations.
• Communicate with Manager to ensure merchandise availability.
• Other duties as reasonably assigned.

Accountabilities

Directly accountable to the Manager Adoptions and Retail Operations.

Qualifications & Experience

• Grade twelve education.
• Demonstrated experience in effective leadership.
• Driver’s license and clean driving record.

Knowledge & Skills

• Computer literacy essential.
• Exceptional customer service skills.

Personal Attributes

• Demonstrates maturity and professionalism.
• Excellent problem-solving skills.
• Excellent organizational skills with attention to detail.

Core Values:

• Empathy guiding commitment to animal welfare.
• Valuing and accepting each other.
• Integrity and accountability.
• Innovation and openness to change.
• Inclusive, purposeful, and safe communication space.

Culture of Philanthropy:

• Knowledge and support of WHS programs.
• Passion for service to animals, people, and community.
• Inspiration through exemplary animal care and guest service.
• Communicating a compelling case for support and philanthropy's impact.

Authority: Authority to perform all assigned duties within established policies and procedures.

Application Process: Forward resume and cover letter to [email protected]. Please quote the job posting number in the subject line. The WHS is committed to accessible employment and will accommodate individuals as needed. NO PHONE CALLS PLEASE