About Us
Progressive Animal Welfare Services (PAWS) is a volunteer-based charity organization dedicated to helping disadvantaged and in-crisis people access veterinary care to keep their animal companions safe, healthy, and in their loving arms. We know that animal companions support the physical and mental health of humans.
PAWS programs:
- Are directly accessible to applicants including in-crisis populations and agency representatives.
- Help prevent downstream costs and issues by reducing the load on animal shelters/rescues/control and the community impacts of unwanted births and spread of disease.
Summary
We are currently seeking a compassionate, responsive, and detail-oriented Director of Operations to join our Board and to provide leadership and operational oversight for PAWS’ Program Applications Team.
This role is ideal for someone who genuinely cares about animal welfare and understands the importance of empathetic, well-structured frontline service delivery. The Director of Operations plays a key role in ensuring applications are handled efficiently, consistently, and with dignity, while supporting team members who engage daily with emotionally complex situations.
As a hands-on operational leader, you will work closely with volunteers and senior leadership to oversee workflows, guide decision-making, support continuous improvement, and ensure PAWS’ mission is reflected in every applicant interaction.
The ideal candidate is organized, resilient, and proactive, with experience in leadership, operations, customer service, social services, or nonprofit environments. Familiarity with Southwest Ontario is preferred. This role requires an estimated commitment ofapproximately 5 hours per week, with flexibility for some daytime, evening, and occasional weekend availability.
Key Responsibilities
Operational Leadership
- Provide leadership and oversight of the Program Applications Team and application-based services.
- Ensure application processes are efficient, compassionate, consistent, and aligned with PAWS policies and values.
- Monitor application volumes, turnaround times, and capacity to ensure timely service delivery.
- Identify operational risks, bottlenecks, or system gaps and implement improvements.
Team Leadership & Support
- Lead, mentor, and support the Program Applications Team, fostering a collaborative and resilient team culture.
- Serve as a point of escalation for complex or sensitive application decisions.
- Support team members in maintaining strong emotional boundaries while engaging compassionately with applicants.
- Identify skill gaps and recommend training, resources, or process changes.
Program Oversight & Quality Assurance
- Ensure clear, empathetic communication with applicants, particularly in sensitive or crisis situations.
- Oversee accurate data entry, tracking, and maintenance of program databases and records.
- Review and refine application guidelines and workflows to support fairness, transparency, and ethical decision-making.
- Ensure animal welfare remains central to all operational decisions.
Collaboration & Reporting
- Work closely with senior leadership to align program operations with organizational priorities and resources.
- Report on program performance, trends, and operational needs.
- Contribute to organizational planning, policy development, and continuous improvement efforts.
Qualifications
- Strong commitment to the mission, vision, and values of PAWS.
- Experience in operations, leadership, customer service, social services, or nonprofit program delivery.
- Excellent organizational and time-management skills.
- Clear, compassionate written and verbal communication skills.
- Emotional resilience and professionalism when handling sensitive or distressing situations.
- Working knowledge of Google Workspace tools (e.g., Google Sheets) and database or case-management systems.
- Ability to work independently while collaborating effectively with a volunteer team.
Time Commitment
- Approximately5 hours per week
- Minimum2-year term
- Flexible availability (daytime, evening, and occasional weekends)
- Attendance at meetings as required
- Regular Monthly Board of Directors Meetings
Location
Applicants should be located in Southwest Ontario, including:
- London
- Middlesex County
- Waterloo Region
- Brant County
- Hamilton
Benefits of Volunteering with PAWS
- Make a meaningful, direct impact on animals and families in your community
- Gain senior-level nonprofit operations and leadership experience
- Collaborate with a passionate, mission-driven team
- Help strengthen prevention-focused solutions that reduce animal suffering and human distress
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To apply, please send an email with “Director of Operations” in the subject line to volunteer@pawscanada.ca