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Manager, Lifesaving Programs - New York City (onsite)

Posted March 3, 2023

Best Friends Roadhouse and Mercantile
Kanab, UT
Position located in New York, NY
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$75,000 to $85,000

About This Job

Best Friends Animal Society is looking to fill our new Manager, Lifesaving Programs position at our center in Soho. We are seeking a candidate with years of experience in leading and managing teams of stellar customer service representatives with a retail/hospitality mindset to lead the day-to-day operations of our New York Lifesaving Center. The focus of this role is to create a memorable and unique experience for our visitors, adopters, donors, and stakeholders at our Soho Center, while also being able to continue our lifesaving work in the form of adoptions, foster programs, partnering with other organizations, and community outreach. The ideal candidate needs to be ready to create and cultivate an atmosphere that is fun, bright, and exudes Best Friends values and mission. Is that you? If so, keep reading and apply today!

Location Overview: Best Friends’ Lifesaving Center, at 307 W Broadway, opened its doors in 2017 to showcase adoptable dogs and cats from shelters in the New York Tristate region, and to engage visitors from all across the country (and world) in Best Friends mission and work to save the lives of homeless pets. The center is a place that brings Best Friends unique brand to life, where all animal lovers are welcome, where people can come to adopt or foster a pet, volunteer with Best Friends, or participate in a variety of fun, cool experiences.

Summary: The Manager of the Best Friends Lifesaving Center in New York will lead and develop a dynamic team of animal-loving staff and volunteers to deliver an inspiring and fun experience to visitors. The Manager will foster a collaborative, team environment that showcases Best Friends’ positive brand and values where kindness is key. Guide the center’s daily operations, and visual and hands-on experiences. Create/implement strategies for capturing visitor data, incentivizing visitors to return, and engaging visitors in Best Friends brand and mission. This person loves to connect and interact with both people and pets, and thrives in inclusive, retail-like environments. Leadership roles and proven experience in delivering and tracking outstanding customer service experience is required.

Culture Statement and Responsibility: We value attitude over aptitude, and we treat Kindness as a discipline because it is paramount in our culture along with our other Guiding Principles. Culture is how we talk to and treat ourselves and one another, it’s how we generate and respond to change, it’s how we plan and make decisions, it’s how we do what we do.

Essential Duties/Responsibilities:

  • Treat people around you as our most valuable resource by leading with compassion and kindness in all your actions, build trust by demonstrating authenticity and following through on your commitments, encourage self-care and work-life balance through your own example, and work to build strong relationships with your team by creating communication loops to share and receive honest feedback. You are responsible and accountable for the culture of your team.

Leadership & Lifesaving

  • Exemplify and drive an inspired, hands-on level of personal service in keeping with Best Friends brand and hospitality standards for all Best Friends clientele including members, donors, volunteers, associates, etc.
  • Lead by example through direct and impactful personal and organizational contributions towards Best Friends’ no-kill 2025 goal; act with urgency and efficiency on behalf of animals still at risk of being killed in shelters across the region and the country. 
  • Work collaboratively with Best Friends’ team members in all areas of operations and in other departments to achieve lifesaving goals.
  • Planning and implementation of engagement events, managing the daily operations of the staff to ensure efficiency while maintaining a high standard of customer service, brand reputation and engagement of stakeholders.  
  • Collaborate with other departments to ensure the goals are being realized to drive constituents to the center, participate in achieving all quantitative and qualitive measurement of success and work to develop strategies to meet all objectives, collect data and support communications.   
  • Promote and oversee community-first strategies, engaging volunteers, community members, and other stakeholders at the highest level; purposefully and thoughtfully create an environment where Best Friends is the best place to work for a career in animal welfare, providing opportunities for growth, and for maximizing individuals’ lifesaving impact.
  • Build and develop a dynamic team that is collaborative, friendly, open minded, good listeners, focused on guests' interaction above all other tasks. Contributes to a high energy environment that provides guests with a positive, entertaining, fun and dynamic experience.

Operational vision 

  • Directly manage staff and teams at the New York Lifesaving Center; support human resource matters regarding staff selection, development, and retention; build individual capabilities and capacity through performance measurement and goal setting.
  • Support operational budget management including managing expenses, revenues, and reporting on result; oversee the physical facilities and equipment procurement and management including supplies, inventory, and building or vehicle upkeep.
  • Lead the maintenance of a safe workplace. Value and model safe work practices, adhering to organizational safety practices and rules, and addressing or communicating to leadership about unsafe practices and conditions.
  • Keep current on modern animal welfare practices and philosophies. 
  • Lead, enact and ensure the staff are acting in alignment with Best Friend’s vision, philosophy, values, and progressive industry practices.  Provide feedback, coaching and develop training to staff and volunteers where needed to accomplish this standard.
  • Ensure that the level of gracious and exemplary hospitality is delivered by all staff and volunteers, through leading by example. Handles guest complaints in a supportive way with the goal of diffusing the situation.

Skills and Experience:

  • Solid leadership and management experience preferably in retail, hospitality, events, customer client facing type businesses; 5+ years of management or leadership experience, including overseeing budgets and staff. Animal welfare experience, desired.
  • Customer-centric, non-judgmental approach to engaging with adopters, partners, visitors, volunteers, and colleagues; familiarity and comfort with nonjudgmental philosophies.
  • Ability to work with, leash, kennel, walk, and handle all cats and dogs, including those with health and/or behavior conditions/concerns; basic ability to identify and speak to medical and behavioral characteristics of dogs and cats. 
  • Strong leadership skills with the ability to act decisively with a get-it-done attitude in difficult and fast-paced situations; strong interpersonal skills, a team player, upbeat, energetic, tactful, and diplomatic, able to get along with people from different backgrounds, as well as the ability to handle sensitive and confidential situations.
  • Excellent communication skills, public speaking, and presentation experience with the ability to professionally advocate Best Friends’ position on issues; experience in supporting, engaging with, and developing relationships with volunteers, customers and donors.
  • Proficiency with Microsoft Office products; able to quickly grasp with a desire to learn, comfort learning new systems, including online information systems.
  • Bilingual or multi-lingual skills  preferred but not required.

Physical Requirements

Must be able to:  

  • Work at a computer or driving a car for extended periods of time with repetitive typing, sitting, arm, and hand motion.  
  • Work indoors and outdoors in a variety of weather conditions including extreme heat and cold. 
  • Exposure to dogs, cats and other animals of all sizes, temperaments, and medical status.  
  • Valid driver’s license with ability to travel, including overnight stays, when needed.  
  • Daily hours and days of the week may vary according to the needs of the department schedule; position includes weekends, nights, and holiday work.  
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About this Employer

Best Friends Roadhouse and Mercantile

30 North 300 West
Kanab, UT 84741

Telephone (435) 644-2001
Reservations (435) 644-3400

40 Room Hotel

About Best Friends Animal Society

The Best Friends Roadhouse and Mercantile is an extension of the longstanding hospitality experienced at Best Friends Animal Sanctuary. Best Friends Animal Society is a leading national animal welfare organization dedicated to ending the killing of dogs and cats in America's shelters. In addition to running lifesaving programs in partnership with thousands of animal welfare groups across the country, Best Friends has operations in New York City, Los Angeles, Atlanta, Houston, Salt Lake City and Northwest Arkansas and runs the nation’s largest no-kill animal sanctuary.

Best Friends Animal Society is a leading animal welfare organization working to end the killing of dogs and cats in America’s shelters by 2025. Founded in 1984, Best Friends is a pioneer in the no-kill movement and has helped reduce the number of animals killed in shelters from an estimated 17 million per year to about 347,000. Best Friends runs lifesaving programs all across the country, as well as the nation’s largest no-kill animal sanctuary. Working collaboratively with a network of more than 3,300 animal welfare and shelter partners, and community members nationwide, Best Friends is working to Save Them All®. 

While you are in Kanab, we welcome you to learn more about our lifesaving work, schedule a tour of the Sanctuary, and consider becoming a member of Best Friends Animal Society

Who We Are 

For over 30 years, Best Friends Animal Society has been running the nation’s largest no-kill sanctuary for companion animals and building effective programs that reduce the number of animals entering shelters.

The Best Friends Roadhouse Story

Your southern Utah vacation experience just got better: Welcome to the Best Friends Roadhouse and Mercantile, the latest (and greatest) lodging option among Kanab’s fast-growing hotel and motel offerings.

Located in the heart of Kanab, Utah, just five miles south of Best Friends Animal Sanctuary, the Best Friends Roadhouse & Mercantile welcomes pets and their people. For visitors to the Sanctuary and nearby national parks, it provides a pet-friendly place to stay.

The Roadhouse features 40 rooms as well as a variety of dog- and cat-friendly amenities and services, such as built-in cubbies for snuggling, dog washing stations, pet walking and a fenced dog park area with a splash zone. It’s an animal lover’s dream come true! We can’t wait to welcome you to the Roadhouse, where you can experience the warmth of Best Friends hospitality.

Just for Pets

At the Best Friends Roadhouse & Mercantile, pets are just as much guests as their people are. For their comfort and happiness, we are pleased to provide:

  • Personal pet welcome
  • Complimentary self-serve pet washing facilities
  • Complimentary cleaning products, located in the service building
  • Pet walking service provided in half-hour increments by Best Friends volunteers and staff (a fee applies)
  • Pet visits by our staff during the day (a fee applies)
  • Fenced pet-park area with splash water feature (for pets of lodging guests)
  • Pet treats, beds and retail items in the mercantile building
  • Built-in cubbies and snuggling areas in select guest rooms

Best Friends Animal Society is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.