Director Client Services

CANINE COMPANIONS FOR INDEPENDENCE, INC. • Santa Rosa, CA

1d • $90,000 - $100,000 • Hybrid

About The Position

The Director Client Services directs the national Client Services Program and administers all client-related programs, including Team Training instruction programs and coordination, applicant outreach and selection, waiting list management, and graduate services including follow-ups, graduate workshops, and graduate support.

Requirements

• Ability to perform several tasks concurrently, time management and organizational skills.
• Ability to manage, network with and motivate staff, volunteers and clientele.
• Ability to communicate with and assist clients and maintain confidential information.
• Ability to complete necessary paperwork and meet deadlines.
• Ability to manage projects including developing proposals, timelines and budgets.
• Ability to exhibit strong conflict resolution skills.
• Prior management experience required

Nice To Haves

• Minimum of 8 years’ experience with dog training and animal health, teaching, public speaking, disability awareness and sensitivity, conflict management, and/or customer service
• Bachelor’s degree or equivalent experience

Responsibilities

• Lead the national Client Services Program in partnership with national and regional leaders to ensure cohesive, high-quality client support
• Coach, develop and support direct reports, promoting consistent practices, engagement and professional growth
• Ensure actions, decisions and communications align with organizational values and ADI guidelines
• Oversee and standardize applicant and candidate processes, materials and staff training in customer relations, evaluation, screening and record keeping
• Manage client waiting list goals in collaboration with regions to maintain optimal wait times and balanced candidate diversity
• Lead outreach efforts and remain current on ADI standards through active participation in national client services meetings
• Partner with the Director National Training to standardize Team Training curriculum, instructional methods and evaluation processes
• Ensure staff are trained and competent in candidate selection, teaching methods, coaching, assessment and policy implementation
• Identify and implement improvements to curriculum and instructional practices as needed
• Establish and oversee graduate program policies, follow-up standards and support services to maximize team safety and long-term success
• Guide and mentor staff in customer relations, conflict management and behavioral and medical troubleshooting
• Oversee appeals, graduate communications, workshops, grief support and consistent regional follow-up
• Ensure program data integrity, reporting accuracy and consistent documentation across regions
• Support pilot programs, research initiatives and continuous improvement efforts
• Maintain and update client services materials, reports, presentations and the Client Services Handbook
• Support veteran applicants and graduates in collaboration with the Veteran Program Manager
• Partner with Legal, Health and Wellbeing and other departments to address public access issues, mandatory training and staff education
• Provide client-related support for organizational research projects

Benefits

• Medical, dental, and vision benefits for staff
• 14 paid holidays annually, including an Inclusion Holiday, plus 17 paid days off (PTO) during your first year
• Employer-matched 403(b) retirement plan
• Additional paid hours to volunteer within your community
• Support for both professional and personal well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Director