DIRECTOR OF COACHING AND NEIGHBOR EXPERIENCE

Metrocrest Services • Carrollton, TX

3d • Onsite

About The Position

Metrocrest Services is seeking a strategic, mission-driven leader for the Director of Coaching & Neighbor Experience role. This position is responsible for the organization's whole-household coaching model and the overall neighbor experience. The ideal candidate will combine operational excellence with compassionate leadership, managing a diverse coaching pool and building systems to support their work. This role requires comfort with strategy, complex operations, and direct engagement with neighbors, coaches, and partners. Metrocrest Services operates on a whole-household, Social Determinants of Health (SDOH)-aligned model focused on five pillars: Income, Health and Food, Workforce, Education/Training, and Housing. The organization emphasizes a 'Neighbors-First' approach, treating individuals with dignity and focusing on their progress towards self-sufficiency and independence.

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.
• Culturally humble and equity-minded; understands that the populations Metrocrest Services serves face systemic barriers that require a coach who can hold both empathy and accountability at once.
• Passionate advocate for the whole-household coaching model; believes neighbors are the experts on their own lives and leads teams to honor that in every interaction.
• Strong people leader capable of building, developing, and holding accountable a large and diverse coaching pool (12–14 coaches) with varied caseloads and skill levels.
• Understands the whole household framework assessment, or a comparable economic mobility assessment tool, and can translate it into day-to-day coaching practice and supervision.
• Creates systems and structure without sacrificing flexibility; able to build the operational infrastructure that allows coaches to focus on neighbors rather than logistics.
• Models the Welcome ? Stabilize ? Notice ? Connect ? Close the Loop framework in their own leadership approach; holds the team to the same standard.
• Owns assigned metrics as a personal measure of success; holds self and the team accountable for achieving, tracking, and reporting on performance targets.
• Committed to Metrocrest Services’ Neighbor-First philosophy and mission of empowering individuals toward self-sufficiency.

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, effective the first day of the month following the date of hire.
• Employer-sponsored dental (Principal) and vision insurance, effective the first day of the month following the date of hire.
• Employer-paid group term life insurance (Principal).
• Employer-paid long-term disability (Principal).
• 401(k) retirement plan with company matching 1/2:1 (up to 6%).
• Generous paid time off package, including vacation, personal time off, and paid holidays.
• Paid parental leave.
• Training and development opportunities.
• Tuition reimbursement.

What This Job Offers

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