[nfbmi-talk] job at leader dog

[joe harcz Comcast]

Director of Client Services
Position Description

 

Department: Client Services

Reports to:     Chief Programs & Services Officer

FLSA Status:   Exempt

Grade:             260

 
SUMMARY
This position is responsible for providing leadership and direction to the admissions process and graduate aftercare services and quality assurance for Guide Dog clients. This position is also responsible for data tracking and quality assurance for the full life cycle of client experience from inquiry, to admission, to client assistance in the field.  This position will also manage the operational aspects of the Food Services, Residential Services and Field Services departments.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES
·         Analyze policies and procedures, suggesting changes and monitoring for the effectiveness of quality and customer satisfaction. 

·         Develop metrics (process and outcome) to measure customer satisfaction related to Leader Dogs for the Blind programs and services.

·         Responsible for the effective design and utilization of the Client Advisory Team (CAT).   

·         Oversee the recruitment and admission process ensuring it meets the highest degree of customer service and ease of use.

·         Accountable for the on-going direction of the residential services area to ensure it is in alignment with overall strategic plan and customer service objectives.

·         Create and lead an “after care” model for Leader Dogs programs and services (including foreign countries) that is effective and proactive, with a high degree of customer service satisfaction to ensure optimal client retention.

·         Provide research, reports, and analysis of client and team data as requested to Chief Programs & Services Officer.

·         Direct and manage recruitment and admissions activities.

·         Oversee timely quality follow up for all Graduates including those from foreign countries. 

·         Ensure timely and effective staff resolution of student complaints by monitoring call back strategies with accurate documentation.

·         Maintain standards and compliance of foreign school contractual requirements.

·         Ensure in-service compliance and training for field services team on new training techniques, equipment and programs to effectively service graduates.

·         Perform other duties as assigned. 

 

EDUCATION AND EXPERIENCE
Bachelor’s degree plus a minimum of 5 to 7 years of related experience, previous experience in a managerial role required; logistical management experience preferred.  An equivalent combination of experience and education may be considered.  Additional years of experience may be substituted for the university requirement. 

 

KNOWLEDGE, SKILLS AND ABILITIES
 

·      Ability to generate ideas, strategies, create business plans, measure ROI and assist in putting it into action/implementation. 

·      Ability to generate, maintain, and analyze performance-based data.

·      This position has a high degree of customer service and must be in tune with customer needs & desires, and work to lead the organization in meeting and measuring identified needs and desires.

·      Must possess high energy, strong interpersonal skills, high creativity, and organizational savvy to manage change in complex organizational environment.

·      Ability to generate and lead state-of-the-art developmental techniques.

·      Ability to work variable shifts and times if needed.

·      Proficient in current versions of MS Office, and Access.

·      Demonstrated ability to drive new or out-of-the-box thinking around program/services development, as well as ability to receive ideas and suggestions from novel sources for quick development into implementation. 

·      Ability to provide thoughtful leadership on both strategic and tactical aspects of projects.

·      Demonstrated strong problem-solving, analytical and critical-thinking skills. 

·   Ability to adapt to unforeseen circumstances and to resolve conflict with minimal assistance.

·   Ability to exercise good judgment, take initiative and make recommendations in resolving problems and provide guidance to other staff. 

·      Excellent project management skills with ability to prioritize multiple activities both independently and in a team environment, influencing across technical and operational functions.

·      Commitment to working with shared leadership and in cross-functional teams.

·      Ability to work in a fast-paced, deadline driven, changing environment, manage multiple demands, work well under pressure, and work independently.

·         Must possess sound business judgment, exercise professional conduct, understand and follow business ethics and standards, and maintain a high level of confidentiality in all duties.

·         Must be willing to perform general public relations duties on behalf of Leader Dog (perform tours, answer general questions, be a professional and courteous representative of Leader Dog, etc.). 

·         Must be able to establish and maintain professional, productive and courteous interactions with employees that promote positive teamwork, as well as with volunteers, donors, students and all constituents of Leader Dog.  This encompasses going beyond giving and receiving instructions and includes but is not limited to (a) performing work activities requiring interacting or speaking with others; and (b) responding appropriately to constructive feedback or suggestions for improvement from a supervisor.

 

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Leader Dogs for the Blind reserves the right to change, amend, add, delete, and otherwise assign any and all duties, responsibilities and position title as it deems necessary to meet the needs of its business.

 

Leader Dogs for the Blind is an at-will employer.  This means that the employment relationship may be ended at any time without notice by the employer or employee for any reason.  Neither this document, nor any manual issued by Leader Dogs for the Blind, is a contract of employment.

 

 
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