Director of Client Experience, Innovation & Impact

KEY RESPONSIBILITIES

Governance and Service Excellence

• Promote service models that respect client rights, dignity, equity, informed choice, and safety.
• Provide leadership to ensure services and quality systems align with organizational and Board direction, accreditation standards, funder requirements, and legislation.
• Establish and guide service excellence and innovation approaches that bring consistency and clarity across programs and sites.
• Identify and manage system‑level risks related to service delivery, workforce capacity, and client care, and advise the leadership team on emerging trends, pressures, and opportunities.
• Act as a senior decision-maker for service and innovation matters within delegated authority.

Reporting & Performance Management

• Lead the organization’s approach to performance management and impact measurement.
• Oversee accreditation readiness and continuous quality improvement (e.g., CARF).
• Ensure meaningful indicators are in place for service quality, client experience, workforce sustainability, and outcomes.
• Review and interpret service, workforce, and outcome data to identify trends and opportunities for improvement.
• Prepare and present clear, actionable reports to the Executive Director, Board, funders, and accreditation bodies.

Operational Leadership

• Provide oversight of client-facing services, innovation initiatives, and enabling systems to ensure quality, sustainability, and responsiveness.
• Lead and sponsor major service redesign and change initiatives, ensuring alignment with strategy, capacity, and resources.
• Oversee operational planning and budgets across portfolios, balancing demand, workforce capacity, quality, and fiscal accountability.
• Ensure clear structures, roles, workflows, and escalation pathways are in place and consistently applied.
• Ensure the organization remains responsive to changing client needs, sector expectations, and funding environments.

Workforce and Staffing Oversight

• Provide senior leadership and performance oversight to the Senior Manager, Service Excellence and Senior Manager, Innovation & Impact.
• Foster a culture that balances client experience, employee wellbeing, accountability, and performance.
• Build leadership capacity through coaching, clear expectations, and strong decision-making.
• Ensure consistent application of performance management at the senior level.
• Partner with People & Culture on succession planning, leadership development, and workforce sustainability.

Decision-Making Authority

• Make strategic and system level decisions related to service excellence, innovation priorities, quality frameworks, and risk.
• Approve service and innovation strategies, operational frameworks, and major change initiatives within delegated authority.
• Resolve complex, cross portfolio issues that exceed Senior Manager scope.
• Recommend significant service model changes, investments, and risk mitigation strategies to the Executive Director and Board.

Education & Certification

• Postsecondary degree in human services, health care, social services, business, or a related field

Experience

• 10+ years of progressive leadership experience in community based, health, or social service environments, including senior management or director level accountability.
• Demonstrated experience overseeing complex service systems, quality frameworks, innovation initiatives, and organizational change.
• Strong knowledge of accreditation, governance, risk management, funding environments, and legislative requirements.
• Experience leading within unionized and multi stakeholder environments.
• Demonstrated ability to lead through others, integrate diverse portfolios, and steward organizational culture and performance.

Skills & Attributes

• Demonstrate strong self‑awareness, emotional intelligence, and composure under pressure; models reflective, grounded leadership.
• Build trust and alignment across complex organizational, political, and interpersonal environments.
• Bring a growth mindset—encouraging learning, innovation, and continuous improvement while maintaining discipline and accountability.
• Show resilience and perseverance through sustained complexity, ambiguity, and change.
• Set clear strategic direction and translates it into aligned systems, decisions, and follow‑through.
• Thinks both strategically and creatively, balancing adaptability with practical execution.
• Develop senior leaders intentionally through coaching, support, and high expectations.

Compensation

• Annual salary of $112,185 - $121,340 commensurate with experience and qualifications.
• Comprehensive Benefits Program including Health and Dental, Long-Term Disability Plan and a Director Retirement Savings Program.

Other Details

• Serves as a secondary signing officer for ILS.
• Occasional travel within Simcoe County is required.
• Occasional evening work is required.