Adoption Services Manager — Lead a Welcoming Center for Pets

PAWS Chicago; Chicago (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

PAWS Chicago, at its Lincoln Park Adoption Center, seeks a Manager of Adoption Services to lead a team in delivering outstanding visitor experiences and adoption support. You will supervise adoption counselors, manage interns and volunteers, and ensure smooth operations including CRM-driven processes.

The role oversees day-to-day adoptions, staff development, and coordinating with the Volunteer Management Team to maintain top-notch customer service and engagement with adopters and guests.

Qualifications

• Bachelor's Degree required.
• Positive, outgoing communication style.
• Passion for animals and animal welfare.
• 3 years customer service focused management experience.
• Excellent leadership skills and ability to motivate staff.
• Exceptional communication and interpersonal skills.
• Experience with web-based CRM technology preferred.
• Strong time management and ability to multi-task under pressure.

Responsibilities

• Set a positive tone at the Lincoln Park Adoption Center for staff, guests and volunteers.
• Oversee day-to-day adoptions process and customer experience (adoption applications, Welcome Center, counseling, post-adoption follow-up).
• Hire and develop Adoption Service Associates; train, coach and empower them to provide excellent service.
• Ensure efficient use of resources and staff time while keeping customer service a priority.
• Manage daily operational tasks: adoption reporting, website reconciliation, signage, supplies.
• Create Standard Operating Procedures and train on adoption center processes.
• Train and manage volunteer teams (remote and in-person).
• Maintain technical proficiencies using Salesforce, Shelterluv, and related tools; high accuracy in duties.
• Lead Adoption Program Internship: hiring, scheduling, training, mentoring Welcome Desk Interns.
• Partner with Volunteer Management Team to support volunteers in adoption center tasks.
• Monitor and respond to customer service feedback (offline and digital).
• Act as Manager On Duty for Lincoln Park with opening/closing duties.

Skills

Leadership

Communication

Customer service

Coaching

Team management

Education

Bachelor's Degree

Tools

Salesforce

Shelterluv

Job description

PAWS Chicago, at its Lincoln Park Adoption Center, seeks a Manager of Adoption Services to lead a team in delivering outstanding visitor experiences and adoption support. You will supervise adoption counselors, manage interns and volunteers, and ensure smooth operations including CRM-driven processes.

The role oversees day-to-day adoptions, staff development, and coordinating with the Volunteer Management Team to maintain top-notch customer service and engagement with adopters and guests.