Senior Director, Prevention Services

The Senior Director, Prevention Services is the primary business leader responsible for the comprehensive operational, financial, and performance management of Chicago’s largest high-volume, high-quality spay/neuter clinic, serving over 25,000 pets annually with spay/neuter, vaccinations, and community medicine services. Affordable and accessible spay/neuter is the cornerstone of eliminating pet overpopulation and euthanasia in shelters. As Senior Director, you will drive the Clinic as a frontline business operation to prevent pet homelessness and advance a No Kill Chicago, emphasizing business proficiency in data-driven decision-making, financial oversight, marketing evaluation to ensure mission- and resource-optimization, reporting to ensure mission alignment, target population service, and quality of care. This role demands leadership experience in managing the day-to-day operations of a complicated retail medical business and P&L, executing all aspects of the Clinic's business while collaborating with PAWS Chicago’s executive leadership and subject-matter experts to ensure organizational and mission alignment.   Duties and Responsibilities  Business Operations & Strategic Execution   Lead the entire high-volume clinic operation, overseeing all non-clinical and business functions to ensure efficient, scalable service delivery for over 25,000 pets annually.  Manage data analytics to track performance, ensure service to target populations (e.g., underserved communities), and maintain high standards of quality care.   Evaluate and optimize marketing strategies, finance operations, and reporting needs to drive mission impact, financial outcomes, and operational excellence.  Serve as the key frontline execution point and manager on site, handling day-to-day business decisions while collaborating on mission and strategic matters with senior executive leadership.  Monitor mission trends, business trends, implement process improvements, and align operations with organizational goals for sustainability and growth.  Ensure foundational business operations documentation exists for all processes, people and systems Be the subject-matter-expert for expanding clinic operations to Hawthorn Woods and a future second clinic, taking responsibility for operational, budget and staff planning for all new service locations and operational expansions.  Financial, Inventory, & Reporting Oversight   Direct financial management, including budgeting, revenue tracking, end-of-day reconciliation, cash/credit reporting, and cost control to balance budget and mission funding.  Oversee inventory systems, ordering processes, and supply chain coordination in partnership with clinical leadership.  Prepare and analyze operational reports on appointments, vaccines, microchips, rabies certificates, volume utilization, and revenue; leverage data to inform business strategy and ensure target population outreach.   Ensure accurate administrative documentation, recordkeeping, and compliance with financial standards.   Customer Service & Client Experience    Champion excellent customer service across all clinic touchpoints, integrating compassionate, efficient processes informed by social work principles. Oversee front-of-house operations, including reception, check-in, discharge, and vaccine clinic flow, to deliver a consistent, client-centered experience. Ensure effective voucher program implementation so that services are tailored on a need basis. Develop and maintain client education materials and communication tools in collaboration with Marketing & Communications to provide important resources to help the quality of life for pets. Ensure seamless scheduling process for clients, where mission prioritized surgeries are optimized and clinic days are full. Manage and monitor show rates and build a client services communications plan around the most mission-important surgeries. Operationalize all Clinic services through the front-desk, ensuring clients are handled efficiently and effectively while maintaining high-volume output.  Social Work Program & Community Outreach Oversight    Provide strategic oversight of the social work program, ensuring integration with clinic services to support holistic client and pet care.  Lead community outreach efforts, collaborating with teams to meet spay/neuter needs, issue vouchers for mission-critical surgeries, and expand access in target areas.  Evaluate program effectiveness through data and reporting, adjusting strategies to enhance impact on pet homelessness prevention.   People Leadership & Supervision    Provide independent leadership, coaching, and accountability for clinic staff, including supervisors, client service associates, technicians, social workers, and outreach coordinators.   Handle recruitment, onboarding, scheduling, payroll, PTO, employee relations, attendance, and performance management (excluding veterinarians).  Foster a positive, professional, and engaged culture aligned with PAWS Chicago values.  Clinical Operations & Administrative Support    Oversee day-to-day non-clinical operations, including scheduling structures, appointment templates, vaccine clinic alignment, and veterinarian availability.  Ensure clinic readiness through staffing coverage, supplies, and facility coordination; escalate workflow concerns to leadership.  Support implementation of new business processes and administrative workflows.   Cross-Department & Organizational Collaboration   Act as the primary business liaison between the clinic and other PAWS Chicago departments, coordinating with Shelter Medicine, Internals, Community Outreach, Facilities, IT, HR, Marketing, and Finance.   Optimize surgical scheduling, animal flow, and volunteer integration, enhancing business operations. Lead planning and execution of special initiatives and high-volume clinic days in collaboration with the Prevention Services team.    Requirements  Proven business proficiency in managing high-volume medical operations, preferably in healthcare or veterinary settings, with a track record of financial acumen, data-driven decision-making, and strategic execution.   5+ years of leadership experience in business operations, including oversight of business performance, human resources, marketing, finance, reporting, customer service, and community programs.   Experience managing data analytics to drive business performance and operational improvement.  Strong organizational, communication, and problem-solving skills; ability to operate independently in a fast-paced setting while reporting strategically to executives.   Proficiency with Microsoft Office Suite, electronic medical records (EMR), and data/reporting tools.  Agile leader capable of managing organizational change within fast-paced environments. On-site presence five days/week, including two Sundays/month.    Physical Requirements   Climbing stairs, balancing, stooping, kneeling, crouching, reaching, lifting and grasping. Walking and moving about toaccomplish tasks, particularly for long distances or moving from one work site to another. Able to lift 25lbs occasionally, 10lbs frequently and a negligible amount constantly.   Preferred Qualifications  MBA Strongly Preferred  Bilingual or strong Spanish comprehension preferred.   Familiarity with high-volume environments and social work/community outreach integration.    Work Environment: This position is based at the Medical Center, which houses both the Clinic and Shelter Medicine departments. The role requires hands-on business oversight in dynamic settings, with flexibility for occasional nights/weekends for events and to meet operational deadlines.    Why Join Us? By joining our team, you will independently lead a critical business operation that shapes the future of animal welfare in Chicago, empowering teams to deliver exceptional results while advancing lifesaving goals. If you’re a business-savvy leader passionate about strategic impact, data-driven excellence, and preventing pet homelessness, we encourage you to apply. Benefits: Comprehensive health, dental, and vision insurance, including ancillary options and an Employee Assistance Program (EAP) through Blue Cross Blue Shield 403(b) retirement plan with employer match Paid time off, including vacation, sick days, and holidays