Summary:

The ASPCA Animal Poison Control Center (APCC) is the leading animal poison control call center in the nation. The APCC’s professional team supports veterinarians and pet owners 24/7 using a proprietary database containing over four million cases. The Center is committed to protecting and improving the lives of animals through promotion of poison prevention and publication of new findings. The APCC handles over 400,000 calls annually, providing assistance to hundreds of thousands of pets each year.

The Senior Director of APCC Veterinary Staff (Sr. Director) is responsible for the oversight of the Animal Poison Control Center’s 50 plus veterinarians and toxicologists who are located all over the country. The Sr. Director directly supervises the 2-4 directors and is responsible for overall staff performance, engagement, and growth & development and will ensure a culture of communication and inclusivity. The Sr. Director ensures excellent customer service, quality, and production by our veterinarians utilizing our core values as a guide. The Sr. Director collaborates with key stakeholders, including APCC leaders and leaders throughout the ASPCA, to achieve goals and strategies.

The ideal candidate will bring a passion for thinking critically; building relationships; defining and deconstructing problems; developing and executing structured approaches to problem-solving; and designing and facilitating efficient processes. To succeed in this role, the Sr. Director must develop and sustain strong and productive relationships at all levels and manage people flexibly to accommodate the variable needs within the APCC team. A successful Senior Director will excel at navigating a complex environment with a diverse workforce spread throughout the United Sates in onsite, hybrid, and remote positions, where emergency call volume is the highest on evenings, weekends, and holidays. The Sr. Director is a critical member of the APCC senior leadership team, guiding the center toward business excellence and animal welfare objectives. In addition, the person in this role will maintain strong relationships with other senior leaders, provide thought partnership and strategic insights, and will be responsible for strategic decision making to ensure objectives and key results are met.

This is a regional remote position.  This position is open to all U.S. based qualified candidates that must reside within 250 miles of Champaign, IL. A remote option for candidates outside of the 250-mile radius is negotiable for qualified candidates already employed with the ASPCA and who are currently working outside the 250-mile radius.

Responsibilities:

Job responsibilities include, but are not limited to:

Leadership & Employee Engagement (60%)

• Lead a team of 50+ on-site, hybrid, and remote veterinarians and toxicologists operating a 24/7/365 emergency specialty contact center
• Provide developmental support and direct management of 2-4 APCC Staff Directors leading them to leverage talent, identify performance and process gaps, and evaluate resolution strategies to achieve departmental and organizational goals.
• Lead the APCC management team in supporting a highly functional and engaged team
• Oversee all performance management including coaching, mentoring, training, continuing education, goal setting, and annual performance evaluations and calibrations
• Collaboratively plan and lead change management efforts to ensure excellent communication and feedback channels
• Lead efforts in providing and soliciting feedback in all directions and instilling a culture of communication, motivation, and success across the APCC team
• Foster a culture of positive employee interactions by counseling and assisting leaders to identify, implement, and sustain actions that improve or maintain a positive and engaging environment for staff
• Develop and maintain effective relationships, provide sound guidance, and value-added solutions that contribute to the success and growth of staff resulting in high APCC client satisfaction and retention
• Proactively communicate with all staff in this reporting structure, taking responsibility for conveying information about policies, procedures, and guidelines.

APCC Strategic Management (40%)

• Lead the advancement of ASPCA and APCC goals as a member of the Midwest Office senior leadership team, providing critical insight, feedback, and strategic thinking
• Partner with and drive collaboration with APCC Operations, People, Finance, and Legal teams, and other infrastructure departments, and facilitate relationship development for other MWO managers to partner effectively with all infrastructure teams
• Lead the management team in identifying key performance targets and oversee APCC team performance to ensure it meets or exceeds annual performance goals

• Ensure alignment of APCC activities with our strategic priorities and organizational goals
• Collaborate with appropriate stakeholders on the maintenance and update of staff-related protocols, policies, and procedures to meet ASPCA APCC requirements
• Collaboratively assess and plan for staffing needs through the evaluation of call volume, service levels, staff performance and progression, and budgetary parameters
• Optimize staffing resources by collaborating with APCC Operations to maximize impact
• Oversee the identification and implementation of people management improvements and customer service initiatives to continually develop and improve APCC performance
• Oversee and analyze performance statistics for veterinarian and toxicologist staff to identify areas of opportunity for coaching and process improvement
• Monitor attendance patterns and strategically address identified needs
• Monitor Center wide performance metrics and lead the APCC team to achieve daily group shift efficiency and daily case volume as required to ensure the planned revenue stream to meet budgetary goals
• Drive best practices related to selection and retention of talent, and develop action plans to respond to staffing issues and business growth

Exemplifies 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

Skills and Qualifications:

• Excellent leadership, interpersonal and team building skills
• Excellent judgement and sense of personal responsibility, professionalism, and the ability to use discretion and maintain confidentiality
• Demonstrated experience in, and passion for, coaching, training and developing individuals and teams
• Strong problem solving, critical thinking, coaching, conflict resolution and decision-making skills
• Ability to work well in a collaborative environment
• Ability to balance strategic thinking with driving measurable results and management excellence
• Ability to build strong relationships and to influence and motivate people to desired outcomes
• Ability to deliver results in a fast-paced environment
• Ability to work independently with a solution-based orientation to problem-solving
• Enthusiasm for operating amidst complexity and change
• Strong knowledge of contact center operations, policies, and practices
• Excellent written and oral communication skills
• Excellent interpersonal skills
• Excellent supervisory and team development skills
• Excellent strategic planning and implementation skills
• Excellent analytical skills and attention to detail
• High level of knowledge related to managing large groups with complex schedules
• Extensive experience in delivering successful performance feedback, coaching, and support
• After hours availability to support team members working 24/7/365
• Proven ability to promote diversity, equity, and inclusion in the workplace
• Proven track record of successful staff management
• Exceptional project management and execution skills with the ability to prioritize effectively and meet deadlines
• Welcomes constructive feedback and incorporates feedback quickly
• Ability and willingness to travel up to 20% of the time as needed is required

Education and Work Experience:

• Bachelor’s degree or equivalent experience preferred
• A minimum of 5 years’ proven experience leading and engaging teams, managing change, and developing people-focused strategic initiatives
• Experience in the veterinary, health care, or contact center professions preferred
• Experience successfully leading onsite, hybrid, and remote teams or extensive knowledge of best practices
• Experience managing managers within veterinary industry strongly preferred

Language:

English (required), Spanish is a plus

Compensation and Benefits:

The applicable target hiring range for this remote role is based on where the employee works, which for remote roles is the employee’s primary location of residence, and its respective cost of labor. We have organized the U.S. varying costs of labor index into three geographic zones. As a point of reference, below, we have included our ASPCA locations by geographic zone to illustrate what the hiring range would be in each of the following areas.

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 ranges for this role are set forth below and may be modified in the future. 

• Zone 1 (For example, Champaign, Union, MO;): $113,00 - $123,000
• Zone 2 (For example, Chicago, IL): $125,000 - $135,000
• Zone 3 (For example, New York, NY): $137,000 - $147,000

For remote positions, you can view which zone applies to you based on your location. For questions regarding other locations not found on the list, please send an email to [email protected] for more information.

   

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

• For more information on our benefits offerings, visit our website. Staff in this role may be eligible for additional pay such as shift differential, per diem, or a spot bonus.  

The Compensation Team will review internal candidates’ current compensation, to determine if an offer beyond the target hiring range may be applicable

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Qualifications:

  

Language:

English (Required), Spanish

Education and Work Experience:

Bachelors

  

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).