Reports to:Senior Vice President of Strategy

About Us: JVS is a non-profit, non-sectarian agency. Our mission is to empower individuals from diverse communities to find employment and build careers and to partner with employers to hire, develop, and retain productive workforces. 

JVS provides a broad range of services including adult education, skills training, job readiness training, job placement and support, and access to post-secondary education. JVS assists employers in their search for well-qualified job applicants and their initiatives to upgrade the skills of their incumbent workforce.

About the Opportunity: Under the direction of the Senior Vice President of Strategy, the Director of Client Services is responsible for leading a diverse and experienced team that implements, assessment and pre-enrollment procedures, marketing and barrier removal and support services for JVS applicants and clients. The division consists of three teams, each led by a senior manager. The intake team focuses on helping potential JVS clients find and enroll in the right JVS program and ensure that every potential client has a positive first impression both in person and online. The outreach team uses marketing and digital communication to raise awareness about JVS programming. The community partnerships and support services team provides financial and technical resources to clients and develops reciprocal relationships with community based organizations to help remove barriers for our clients and partners to become a referral for workforce development opportunities for their constituents. The role requires strong collaboration and team-building skills, the ability to lead through change, and the ability to create and maintain systems to maximize effectiveness.

Essential Functions, Skills, and Knowledge

Builds Relationships, Collaboration, and Teamwork

• Provide guidance, support, and feedback to three cross-functional, highly effective teams with diverse goals
• Work collaboratively across departments to understand programmatic goals, processes, client profiles, and outcomes to aid in the development and implementation of recruitment strategies and enrollment processes 
• Ensure program enrollment goals are met across the agency by implementing a tracking system and continuously making changes to maximize effectiveness
• Supervise managers of three teams, and is responsible for their growth and professional development 
• Communicate consistently with programmatic leadership to understand programmatic changes and how this relates to messaging that potential clients should receive during both the recruitment and assessment process 
• Work collaboratively to develop systems that manage the ebb and flow of program recruitment cycles to prioritize programs that may be starting soon or are under-enrolled 
• Lead and oversee the development of partnerships & contacts with other Community-Based Organizations that currently or have the potential to refer clients to JVS 
• Lead and oversee the development of relationships with other Community-based organizations that can assist clients in removing barriers to program enrollment and then re-refer them to JVS, creating a symbiotic relationship with JVS 

Contributes to Program Success

• Create positive team dynamics through effective communication, collaborative problem-solving, and opportunities for recognition and professional development for all team members
• Develop and implement systems and processes that move clients from their first contact with JVS through program enrollment 
• Hold responsibility for the delivery of the highest quality of customer service at all three front desks at JVS, which serves as the first impression to the public including potential clients, customers, visitors, funders, donors, and Board members 
• Oversees processes and procedures that spread awareness of JVS services to both the general and targeted communities for JVS programming 
• Maintain systems with programs that return clients who are not accepted into their program of choice to find another option at JVS 
• Oversee the digital marketing presence of JVS programming and one-door access, ensuring the use of multiple platforms to reach the broadest audience possible, understanding cultural preferences and experience of different media outlets 
• In collaboration with JVS’ Development department, manage the agency’s brand on multiple media outlets including but not limited to print advertising, radio, social media, and other outlets as appropriate

Administration/Communication

• Oversee the upkeep of documentation of team processes and resources to be used for reference and for staff training 
• Oversee a system that prioritizes and staffs community-based opportunities to engage with potential clients 
• Oversee a system that maintains front desk coverage 100% of the time, and responses to the phone line, email requests, and postal mail within 24 hours
• Maintain a system that regularly assesses the technology being used in the intake process and communicates effectively with the database and website teams
• Other duties as assigned 

Education and Experience Required

• Bachelor’s degree required, Master’s Degree preferred 
• 5 years of supervisory experience 
• 3 years experience reaching diverse communities with specific experience reaching non-native English speakers preferred 
• Deep knowledge of JVS agency programming, outreach strategies, current intake processes, and programmatic goals preferred
• Experience leading cross-agency teams required
• Experience working with data and making data-driven decisions required
• Deep commitment to collaboration is required
• Strong project management skills with an emphasis on leading decision-making processes and implementing change
• Strong Microsoft Office skills required, experience with Salesforce preferred 

Competencies 

• Collaboration 
• Problem-Solving 
• Cultural Competency and Respect 
• Strong oral and written communication skills 
• Decision-making 
• Adapting to and leading through change 
• Planning and Organizing 

Supervisory Responsibility

• This position is responsible for the supervision of three senior managers.