Do you have the passion, expertise, and drive to lead in animal welfare? As the Shelter Operations Manager at Animal Aid, you’ll play a pivotal role in improving the lives of countless felines and canines while working within a purpose-built, modern facility. This is your opportunity to make a meaningful impact in a rewarding, community-focused organisation.

About Us

Since 1935, Animal Aid has been a trusted refuge for lost, unwanted, and abandoned animals. We work tirelessly to reunite pets with their families and provide a first-rate second chance to animals in need. Guided by our mission to end animal homelessness, we passionately advocate for responsible pet ownership and offer services that support both animals and people.

Located in Coldstream, only 50 minutes from Melbourne, Animal Aid is set amidst the stunning scenery of the Yarra Valley, offering a unique and enriching work environment.

Why Work With Us?

At Animal Aid, we live by our HEART values:

Helping, Excellence, Action, Respect, and Transformation. When you join us, you’ll experience:

Meaningful Work: Every day is an opportunity to create a brighter future for animals.

Modern Facilities: Work in a purpose-built shelter designed for excellence in care.

Supportive Team: Join a passionate group of staff and volunteers who share your commitment to animal welfare.

Employee Benefits: Staff discounts on services and supplies, plus in-lieu days

About the Role

Are you looking for a chance to grow your career in Animal Welfare? This is your opportunity to step into a leadership role, where your passion and skills can make a real difference to animal welfare.

As the Shelter Operations Manager, you’ll lead a dedicated team of staff and volunteers to ensure excellence in animal care and customer service.

The Shelter Operations Manager will oversee the day-to-day operations across multiple locations and departments, ensuring efficiency, alignment with organisational values, and the delivery of high-quality services. This role will provide leadership in driving continuous improvement, operational excellence, and consistency across all areas of the business.

In addition to managing operational activities, the Shelter Operations Manager will work closely with the CEO to support the development and execution of the organisation’s strategic goals, ensuring alignment with our mission and long-term vision. This role will be key in identifying and driving initiatives that align with both operational needs and strategic priorities, helping the organisation to adapt, grow, and thrive.

The Shelter Operations Manager will also develop and implement strategies to optimise internal processes, ensure compliance with regulations and best practices, and lead the coordination of efforts across locations. The role will foster a culture of teamwork, accountability, and development, supporting the ongoing growth and success of the organisation.

About You:

We are looking for a dynamic operational leader who can:

Key Responsibilities:

Operational Leadership:

Oversee assigned aspects of organisational operations, ensuring efficiency, high standards of animal care, and employee well-being.

Lead and manage a team of department managers, furthermore their staff and volunteers as required, providing guidance, support, and professional development opportunities to foster a culture of excellence.

Oversee the rostering and scheduling of department managers across all locations, ensuring adequate staffing levels across all shifts to maintain operational efficiency and service quality.

Develop and implement operational strategies that improve business performance, increase productivity, and enhance customer satisfaction across all departments.

Foster cross-departmental collaboration to ensure alignment with organisational goals, promoting a unified approach to achieving business objectives.

Drive leadership and professional development within departments by providing ongoing feedback, coaching, and training to enhance team capabilities and succession planning, alongside the HR Business Partner.

Strategic Leadership:

Contribute to the development and execution of the organisation’s strategic goals in partnership with and under direction of the CEO, ensuring alignment with mission, vision, and long-term growth objectives.

Lead the development of organisational culture, promoting values, collaboration, and performance excellence to drive high engagement across teams and departments.

Champion organisational change by monitoring industry trends and make recommendations for new processes, technologies, or best practices to improve efficiency and maintain competitive advantage.

Support resource planning and prioritisation, collaborating with the CEO and department managers to allocate resources effectively and drive organisational growth.

Conduct regular performance reviews, set objectives, and support career development opportunities for department managers.

Compliance & Risk Management:

Ensure compliance with all relevant regulations, industry standards, and best practices across all operations, including animal welfare, industrial relations, health and safety, and business policies.

Identify and manage operational risks, implementing strategies to mitigate any potential threats to the organisation’s reputation, safety, and financial health.

Develop and enforce policies and procedures that align with compliance requirements and promote a safe, ethical, and sustainable working environment.

Conduct regular risk assessments, reviewing processes, resources, and external factors to proactively address emerging challenges.

Stakeholder Engagement:

Further develop and manage relationships with council customers, responding to operational inquiry, overseeing animal intake, and ensuring capacity management aligns with operational needs and contractual obligations.

Develop and maintain strong relationships with key external stakeholders, including partners, clients, and community groups, to ensure alignment with organisational goals and enhance service delivery.

Represent the organisation in stakeholder meetings, forums, and events, advocating for our mission and strengthening the organisation's reputation within the community.

Lead the development of customer service strategies to foster a culture of responsiveness, empathy, and high-quality service. Collaborate with internal teams to ensure services meet or exceed customer expectations and proactively address feedback.

Reporting:

Monitor performance against key business KPIs, regularly review outcomes with the CEO, and implement corrective actions where necessary to ensure operational targets are not only met but exceeded.

Provide regular operational reports to the CEO and Board of Directors, highlighting key performance metrics, achievements, challenges, and opportunities for improvement.

Contribute to strategic planning sessions by providing insights from operational performance, identifying risks, and offering solutions to address emerging challenges.

Drive the implementation of strategic initiatives, ensuring effective execution and ongoing monitoring to meet organisational goals.

Essential Criteria:

Proven experience in a senior role within an animal sheltering environment.

A comprehensive understanding of feline and canine animal health and behaviour.

Knowledge of animal care standards and best practices in shelter management, ensuring that the organisation meets or exceeds industry regulations and ethical standards for animal welfare.

Proven ability to manage teams, develop operational strategies, and foster a positive organisational culture.

Demonstrated experience in operations management, including budgeting, resource allocation, process optimisation, and driving operational efficiencies in a dynamic and fast-paced environment.

Strong leadership skills, with a proven ability to motivate, engage, and manage teams effectively across diverse departments, ensuring alignment with organisational goals.

Exceptional communication and interpersonal skills, with the ability to work collaboratively with internal and external stakeholders and represent the organisation in a professional and engaging manner.

High level of emotional intelligence and conflict resolution skills, with the ability to navigate difficult conversations, resolve issues, and build trust across teams and stakeholders.

Experience in developing and implementing continuous improvement programs and creating quality systems documents that drive innovation and operational enhancements.

Strong project management skills, with the ability to lead and manage multiple initiatives simultaneously, prioritising tasks and ensuring timely delivery of projects that meet organisational objectives.

Advanced problem-solving and decision-making abilities, with a track record of identifying challenges, developing solutions, and making informed decisions to drive business performance.

Experience in multi-site management or overseeing operations across multiple locations, with the ability to coordinate and optimise performance across diverse teams and facilities to ensure consistency and high operational standards.

Established connections across the wider animal welfare industry.

Desirable Criteria:

Formal qualification in business management.

Familiarity with data analytics and reporting tools, with the ability to analyse operational data to drive performance improvements, inform decision-making, and track key performance metrics, ensuring that goals and targets are consistently achieved.

Join us in transforming the lives of animals and the people who care for them. Submit your application, including a cover letter addressing the selection criteria and current resume.

For more information about Animal Aid, visit animalaid.org.au

Applications close: Sunday 12th July 2025.