Director Of Coaching And Neighbor Experience

Metrocrest Services•Carrollton, TX

3d•Onsite

About The Position

Metrocrest Services is seeking a mission-driven leader to own their whole-household coaching model and the neighbor experience. This role combines operational excellence with compassionate leadership, holding a diverse coaching pool accountable while building systems and partnerships to support coaches. The ideal candidate is comfortable with strategy, operations, and direct engagement with neighbors, coaches, and partners. This position primarily works Monday through Friday, 8:00 AM–5:00 PM, with occasional evening and weekend work as needed.

Requirements

Bachelor’s degree in social work, human services, or a related field.
Minimum five years of supervisory experience leading coaching, case management, or client-facing service teams.
High level of computer literacy including Microsoft Office (Word, Excel, Outlook), internet research, and Salesforce or comparable client tracking system.

Nice To Haves

Master’s in social work (MSW) or Licensed Master Social Worker (LMSW).
Experience supervising a large, multi-focus coaching or case management pool in a social service setting.
Direct experience with whole household framework assessments.

Responsibilities

Lead, manage, and hold accountable Coaching Expert, Coaching Pool, Neighbor Experience Expert and Partnership Specialist.
Contribute positively to organizational culture; enthusiastically champion Metrocrest Services’ mission, values, and neighbor-first model.
Develop and sustain a coaching team culture rooted in Neighbor Excellence, continuous learning, peer support, and reflective practice.
Establish and execute forward-thinking strategies to increase coaching capacity and neighbor experience quality across the organization.
Own all assigned metrics; responsible for achieving performance targets, tracking progress on an ongoing basis, and reporting outcomes to leadership.
Manage an annual budget and operating plan for the department; adhere to assigned budgets and provide input on budget planning, forecasting, and resource allocation.
Adhere to a program evaluation framework to assess the strengths of coaching and neighbor experience functions and identify areas for improvement.
Identify technological tools to enhance and support delivery of coaching and neighbor experience services.
Oversee Coaching integrity, ensuring assessments are administered consistently, scored accurately, and used meaningfully to drive coaching plans.
Monitor coaching outcomes and progress data; identify trends in neighbor pathways and bring recommendations to the COO.

Benefits

Employer-sponsored medical insurance through BCBSTX with employer contribution toward monthly premiums.
Employer-sponsored dental insurance.
Employer-sponsored vision insurance.
Employer-paid group term life insurance.
Employer-paid long-term disability.
401(k) retirement plan with company matching.
Generous paid time off package, including vacation, personal time off, and paid holidays.
Paid parental leave.
Training and development opportunities.
Tuition reimbursement.