A Northwest leader in protecting animals since 1967, the Progressive Animal Welfare Society (PAWS) shelters homeless animals, rehabilitates injured and orphaned wildlife, and empowers people to demonstrate compassion and respect for animals in their daily lives.

Position Title: Shelter Operations Manager

Starting Wage: $67,000 - $72,000/annual

Full Range: $67,000 - $93,291/annual

Purpose of Position:

The Shelter Operations Manager (SOM) is a member of the PAWS Companion Animal Shelter (CAS) Management Team, reporting to the Senior Director of Wildlife, Shelter, and Education Operations (Senior Director). The shelter operations manager, both individually and by providing support to the shelter team, provides excellent customer service to the community across shelter programs and services. The Shelter Operations Manager works closely with CAS Management Team, ensuring the shelter operates according to standard operating procedures and best practices; ensures excellent care and monitors the flow of the dogs and cats in the shelter; supporting and promoting a structured team environment dedicated to the excellence of PAWS mission.

VALUES All employees and volunteers exemplify the values of PAWS and exhibit mindful demonstration of:

Commitment – A champion for animals no matter the difficulty.

Compassion – Acting to ease pain and distress.

Kindness – Demonstrating caring toward all living beings.

Respect – Welcoming to people of all backgrounds and identities.

Trust – Believing in the ability and positive intention of others.

Essential responsibilities

In accordance with organizational policies, responsibilities include but are not limited to:

Program Development and Operations

• Oversees the scheduling and daily operations of PAWS Companion Animal Shelter (CAS) Lynnwood and Cat City including shelter, foster, and adoption programs working collaboratively with the respective CAS managers.
• Works closely with the CAS Management Team to ensure adoption, relinquishment, lost & found stray services, transfer services, lifetime care services, and pet licensing are carried out in accordance with established policies and procedures and in a manner to support animal wellness and patron satisfaction. Supports volunteers operating in shelter services roles.
• Ensures animal flow processes are efficiently adhered to supporting animal health and emotional wellness as well as the Shelter's length-of-stay initiatives and goals.
• Ensures shelter program operations are compliant with applicable state and local animal care and sheltering requirements.
• Oversees sustainable, progressive, structured dog and cat behavior programs, led by the Animal Care Manager.
• Manages the purchasing of animal diets and shelter supplies within budget guidelines, working towards savings and efficiency.

• Provides and ensures meticulous record-keeping. Apprises the Senior Director of animal intake, in-house patients and their status, animal care needs, quality of animal care, patient procedures, and programmatic needs. Submits weekly reports detailing high level activities, successes, and areas needing improvement to the Senior Director
• Oversees the safety of all shelter building operations, prioritizing, and reporting needs to appropriate staff.

Employee and Volunteer Development

• Responsible for the development and supervision of all direct and indirect reports, including hiring, orientation, training, coaching, recognition, guidance, and overall performance. Assists direct reports as needed with this process.
• Ensures volunteers receive appropriate and timely feedback from animal care staff. Communicates with volunteers in a respectful and appreciative manner.

Client Service and Community Relationships

• Acts as a primary point of contact for programmatic or operational clarification and escalated client concerns or grievances from the shelter services team, supported by the Senior Director.
• Under the direction of the Senior director and in collaboration with the Shelter Management team and veterinary teams, implements enhancements to adopter services offerings including animal introduction facilitation, advanced adoption counseling, and post-adoption services.
• In collaboration with the Adoption and Client Services Manager, ensures staff are well trained and understand PAWS municipal contract partnerships, works towards process improvements, and ensures excellent customer service for the public reclaiming lost dogs and cats.

Shelter Operations and Department Collaboration

• Performs euthanasia as dictated by the policies of the organization in a timely and compassionate manner, ensuring that all appropriate safety procedures are followed, and appropriate documentation is completed per DEA requirements.

Safety

• Promotes and follows all safety guidelines to ensure a safe work environment.
• Conducts injury and accident investigations and reviews accident reports for deficits in training, facility safety, or noncompliance with safety protocols.

Budget Management and Fiscal Accountability

• Adheres to budgets established for the sheltering department and assists Senior Director with information needed to inform budget preparation decisions.
• Makes recommendations to Senior Director for large expenditures including repairs, improvements, or purchases pertaining to animal care, facilities, and equipment.
• Achieves adoption and retail revenue goals by supporting staff with process improvements and effective methods.

Other responsibilities

Program Development and Operations

• Works closely with the CAS Management Team to ensure open communication, teamwork, and best practices in sheltering operations.
• Works with the CAS Animal Care Manager, Foster Care Manger, and Cat City Manager to ensure appropriate quality of care for animals housed at the Lynnwood CAS and Cat City.
• Works with the Animal Care Manager to ensure enclosures and the surrounding shelter areas are kept clean, and to ensure animal care staff and volunteers follow disease prevention guidelines.
• Works with CAS Management Team to create and deliver thorough training programs for staff and volunteers. Ensures staff and volunteers follow safety procedures and handle animals in a manner which maximizes human and animal safety. Provides extra training for those who need additional assistance.
• Works collaboratively with the CAS Management team to ensure staff and volunteers monitor care daily and keep accurate records. Coordinates with CAS Managers and Veterinary Staff to ensure all staff and volunteers maintain clear documentation of the physical and behavioral history of all companion animals while in the custody of PAWS.

• Ensures a CAS staff representative attends the Safety Committee to help align the shelter needs within the overall safety plans for PAWS.
• In collaboration with the Senior Director and CAS staff, monitors and identifies enclosure and facility maintenance needs and assists Senior Director in planning for future shelter housing and operations.

Employee and Volunteer Development

• Together with the Senior Director, identifies areas of need and coordinates staff training of all direct and indirect reports on topics including animal care and husbandry, behavior and safety, data entry and integrity, program operations, and workplace safety.
• Ensures animal care staff are wearing appropriate PPE and following safety measures when working in the shelter and on campus.
• Identifies and promotes advanced learning opportunities for team members.
• Together with the CAS Management Team and partnering with the CAS volunteer program manager to strategically help them create and implement volunteer roles to support and advance shelter services operations.

Client Service and Community Relationships

• Provides excellent customer service to all patrons entering PAWS Shelter, serving as a model to staff and volunteers.
• Assists staff in situations requiring immediate problem solving. Promotes good public relations in accordance with PAWS Shelter's practices.

Shelter Operations and Department Collaboration

• Collaborates with the veterinary service team to support the needs of adoptable animals undergoing medical treatment prior up until adoption is finalized.
• Collaborates with the Senior Director and CAS Veterinarians to ensure that veterinary services and shelter services align well with PAWS program goals.
• Assists Senior Director with monthly municipal stray contract invoices with select CAS staff support for review and signature prior to the 7th of each month assisting with questions on specific animal details from municipalities.
• Supports staff during shelter events, staffing shortages and as necessary to ensure efficient shelter program operations at Lynnwood and Cat City locations.
• Responsible for the development of direct report positions, motivation, hiring, orientation, scheduling, evaluation, advancement, training, and recognition in accordance with PAWS policies and procedures.
• Conducts bi-annual inventory and works with the Senior Director and Shelter Veterinary staff to maintain accurate drug logs and proper storage of controlled substances needed in the shelter.
• Supports the Adoptions and Client Services Manager as a liaison between shelter staff and public during times of customer service problems or issues, including those received in-person, via email, regular mail, and phone call, or when the Adoptions and Client Services Manager is not available or needs assistance. Elevates select client issues to the Senior Director as needed.
• Reports needs of general facilities maintenance and repair of major and minor equipment to the Facilities Manager.
• Ensures the creation of written policy and standard operating procedure manuals for shelter operations and animal care, annually reviewing them and ensuring they remain located in one centralized location easily accessible by staff.
• Assists staff with improving and learning in the field of shelter care through free and fee-based resources and regional trainings within budget.
• Other related duties as assigned.

Controls over Work:

The Shelter Operations Manager is a member of the CAS Management Team and reports directly to the Senior Director of Wildlife, Shelter, and Education Operations and is expected to perform the established duties and essential functions without direct supervision.

Written performance evaluations will be given after the first 90-days and annually thereafter.

Working Conditions:

Daily lifting a minimum of forty (40) pounds. Lifting of heavier weights with the assistance of another staff. Handling and restraining dogs/cats of various sizes, weights, and temperaments. Work is performed both in and out of the shelter that requires lifting, bending, stooping, pushing and other moderately strenuous activities, and must be able to stand for long periods of time. Ability to be outdoors in all weather conditions year-round. Exposure to noise, odors, chemicals fumes, dust, animal hair/dander, parasites, urine and feces, and transmittable diseases due to equipment and animals. Ability to work 8–10-hour shifts (8 hour per day schedule is typical) on a five day per week schedule, typically days with some evenings, weekends and holidays, and flexibility to respond to emergencies as needed.

Benefits:

Generous benefits available including health/vision/dental/long-term disability/life insurance for employees and their families, enrollment in 403(b) plan with employer contribution and match, paid time off (PTO) starting with accrual of up to 15 days annually, 10 paid holidays per year, Employee Assistance Program (EAP), pet supply discounts, and discounts for veterinary services at select veterinary clinics.

Equal Employment Opportunity:

PAWS is an equal opportunity employer. PAWS employment decisions are made based on merit and business needs. PAWS is committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, regardless of actual or perceived race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor. We celebrate diversity and are committed to creating an inclusive environment for all employees. People of Color and Members of the LGBTQ+ community are strongly encouraged to apply.

All PAWS positions receive written performance evaluations after the first 90 days and annually thereafter.

Application process:

Please complete our online applicant page. Upload your Cover Letter stating your qualifications and why you are interested in this position, and your Resume, and complete the online Application.

Only Complete Application Packets will receive consideration.

Position Open Until Filled but may be closed at any time a qualified candidate is selected.

Note: Under the provisions of the Immigration and Reform Act of 1986, the successful candidate will be required to provide both evidence of identity and eligibility for employment.

All Offers of Employment are Conditional, based on successful completion of reference and background checks.

Requirements:

• Minimum five (5) years in customer-focused role(s).
• Minimum three (3) years in a management/leadership role or equivalent education/experience.
• Preference may be given to someone with previous management experience at a domestic animal shelter and/or veterinary hospital setting serving shelter animals and experience managing dog and cat shelter operations, programs, and services.
• Working knowledge of animal sheltering practices.
• Computer proficiency in Microsoft Office including Word, Excel, Outlook; proficient with animal management software and shelter databases (i.e. PetPoint).
• Additional schooling and/or experience in the animal care profession are highly desirable.
• Fear Free Shelter certified or ability to become Fear Free Shelter certified within 60 days of employment.
• Demonstrated ability to work cooperatively with volunteers within an animal care environment and communicate in a respectful, appreciative manner.
• Basic understanding of animal learning theory with emphasis on positive reinforcement and force-free training.
• Must be able to manage the emotional aspect of end-of-life services and humane euthanasia, and support employees in high-emotion circumstances.
• Demonstrated experience in injection euthanasia using sodium pentobarbital and must have or be able to obtain a Washington State Certificate for the Administration of Legend Drugs and a PAWS Certificate of Euthanasia Training (CET) within six (6) months of start date.
• Must have or be able to obtain a valid Washington driver’s license with no record of major or repeated minor traffic offenses and auto-insurance with required coverage limits.

Knowledge, Skills, and Abilities:

• Demonstrating knowledge of personnel practices as they relate to selecting, training, evaluating performance and supervising employees.
• Adaptable to changing assignments and priorities and manages changes with affected parties.
• Ability to provide structure to a team with tools and processes to achieve best practices.
• Willing and able to work daily with companion animals and have a good understanding of the needs and behavior of domestic cats and dogs.
• Able to handle individual animals in a caring, safe, and humane manner.
• Able to work maturely and respectfully with diverse groups of people and maintain high quality customer/public relations.
• Ability to work cooperatively with people and to communicate clearly about PAWS’ mission, the care and treatment of animals, and the safety of the public and other employees, and represent PAWS professionally at all times.
• Detail oriented, organized, and flexible, and able to balance concurrent projects and adjust to rapid, changing needs.
• Possess an ability to motivate and excite staff and help realize new and improved ideas for CAS programs.