Program Operations Manager Position Available In Davidson, Tennessee

Program Operations Manager Wags & Walks Nashville 100 Bonnabrook Dr, Hermitage, TN 37076 About Us Wags & Walks is a nonprofit dog rescue with locations in Los Angeles and Nashville. We are dedicated to finding loving forever homes for dogs in need and creating a welcoming, professional, and impactful experience for everyone who interacts with our adoption center. Position Overview The Program & Operations Manager is responsible for the daily execution, team leadership, and long-term growth of our guest-facing programs at the Hermitage adoption center. This includes managing four staff members, each overseeing key operational areas including the volunteer program, community events, retail operations, and office administration. This person sets clear goals, ensures team alignment, and acts as the onsite manager, overseeing overall facility performance and ensuring every visitor has a meaningful and mission-aligned experience. This is a highly collaborative, onsite role ideal for someone who thrives in people management, enjoys operational problem-solving, and wants to make a tangible impact in their community. Key ResponsibilitiesTeam Leadership Directly supervise a team of four staff members across volunteer coordination, retail, events, and administrative operations Support team members through regular check-ins, performance feedback, and professional development Ensure each program lead is supported in meeting quarterly and annual KPIs related to engagement, revenue, participation, and guest satisfaction Conduct regular 1:1s, lead team meetings, and identify training opportunities to support staff development Serve as the onsite manager for the adoption center, ensuring smooth day-to-day operations Program Oversight Provide high-level oversight and strategic direction for front-of-house programs: Volunteer Program

• led by the Volunteer & Events Lead Community Medical Initiatives
• led by the Community Lead Events & Community Engagement
• led by the Volunteer & Events Lead Office & Guest Services
• led by the Office Coordinator Retail Operations
• executed by the Office Coordinator with support from the team Align team and program goals with broader organizational objectives, collaborating closely with marketing, development, and adoptions teams Track and analyze key performance metrics such as volunteer hours, revenue generation, and attendance figures Collaborate across departments to align front-of-house programs with other department goals Identify gaps or opportunities in processes, staffing, and experience, and develop improvement strategies Guest Experience & Onsite Leadership Act as the onsite manager during open hours to ensure a consistently professional, warm, and mission-forward experience Support team members in responding to guest concerns, volunteer needs, or facility issues Serve as an escalation point for front-of-house challenges Provide coaching on hospitality and customer service for both staff and volunteers Oversee the overall organization and cleanliness of the adoption center in collaboration with staff and volunteers Qualifications 2-3 years of experience in people management, program coordinations or operations management (nonprofit or customer-facing settings preferred) Demonstrated ability to lead people and manage multiple projects simultaneously Strong interpersonal and communication skills with a hands-on leadership style Ability to manage multiple priorities while maintaining clarity and calm under pressure Highly organized, detail-oriented, and solutions-driven Passion for animal welfare and community impact Proficiency in or willingness to learn tools such as Google Workspace, Shopify, and project/CRM platforms Bachelor’s degree preferred Additional Details This is an onsite role based at our Adoption Center in Hermitage, TN The standard schedule will be Tuesday-Saturday or Sunday-Thursday, based on organizational needs

Job Type:

Full-time Pay:

$55,000.00

• $65,000.

00 per year

Benefits:

401(k) Dental insurance Employee discount Flexible schedule Health insurance Paid time off Vision insurance

Schedule:

8 hour shift

Work Location:

In person