Director of Client Experience

ABOUT LIFEMOVES

LifeMoves is the largest and most effective provider of housing and services for neighbors experiencing homelessness in Silicon Valley since 1987. Our Mission is to end homelessness by providing interim housing, supportive services, and building collaborative partnerships. With 40 programs, LifeMoves gives our neighbors experiencing homelessness a temporary place to call home while providing intensive, customized case management through site-based programs and community outreach.

POSITION PURPOSE

The Director of Client Experience reports to the Vice President of Programs & Services and provides strategic leadership and oversight for a portfolio of programs within their assigned section of the department. This role ensures the successful delivery of services by supervising Program Managers, aligning program operations with agency values, and advancing organizational goals. The Director fosters collaboration across teams, manages complex systems and partnerships, and ensures accountability to contract outcomes, budget performance, and quality standards. They serve as a key leader in shaping program vision, supporting staff development, and strengthening the department’s overall impact.

This position leads organization-wide efforts to ensure every client and staff experience reflects LifeMoves’ mission and values. This role oversees client relations, training, and quality assurance functions, ensuring that systems are in place to resolve concerns, build staff capacity, and maintain high standards across all programs. Through strong collaboration with program leadership, this director promotes a learning-centered, trauma-informed culture that upholds client rights, strengthens service quality, and supports staff in delivering equitable, client-centered care. The Director of Client Experience serves as a key driver of internal accountability and culture, helping the organization respond to concerns transparently, learn from challenges, and grow intentionally.

ESSENTIAL JOB RESPONSIBILITIES

• Provides strategic leadership and oversight to Client Relations, Training, and Quality Assurance teams to ensure aligned, responsive, and coordinated service practices within the Programs department.

• Supervise and support the Client Relations Manager, Programs Training and Curriculum Manager, and Quality Assurance Manager with regular coaching, accountability, and professional development.

• Collaborates with internal and external stakeholders to ensure alignment with organizational values and mission.

• Collaborate with senior leadership to identify gaps in services, training needs, or policy implementation that impact the client or staff experience.

• Ensure that internal processes align with compliance standards, funder expectations, and client rights, including documentation, confidentiality, and ADA accessibility requirements.

• Analyze and communicate trends from client feedback, quality assurance reviews, and training outcomes to inform leadership decisions.

• Leads with a trauma-informed, strengths-based, and equity-driven approach.

• Model transparent, accountable leadership and promote a culture of learning, fairness, and continuous growth across all departments.

• Serve as a liaison with external stakeholders (e.g., funders, oversight bodies, legal representatives) when concerns or compliance issues require external resolution.

• Partner with the Communications and Marketing team when needed to support messaging related to client issues, public feedback, or staff response strategies.

General Agency Responsibilities

• Attend team, staff, partner, board meetings and fundraising events as needed.

• Participate in agency-wide initiatives, trainings, and activities that support LifeMoves' mission.

• Fully participate in all required trainings. This includes completing trainings by assigned deadlines, actively engaging during sessions, and applying what you learn to your daily work.

  • Training expectations in the first 90 days of employment include but are not limited to CPR, Mental Health/First Aide (MHFA), Nonviolent Crisis Intervention Training, HMIS and internal database training.

  • Additional required trainings through our online Learning Management System Relias include but are not limited to Client's Experience of Trauma-Informed Care, Working with Individuals Experiencing Homelessness, Overview of Serious Mental Illness for Paraprofessionals, Working with Individuals Experiencing Homelessness and Substance Use Disorder, An Overview of Substance Use Disorders, Strategies for Preventing and De-escalating Hostile Situations, Recognizing and Responding to a Person in Crisis, Maintaining Professional Boundaries, Overcoming Barriers to LGBTQ+ Affirming Behavioral Health Services, Privacy and Confidentiality for Non-HIPAA Covered Entities, Child/Elder/Dependent Abuse Prevention and Mandated Reporting, Preventing, Identifying, and Responding to Abuse and Neglect, Reporting Elder and Dependent Adult Abuse in California, Identifying and Responding to Child Abuse and Neglect.

• Perform other duties as assigned to support the needs of the program, department, and organization.

QUALIFICATIONS

Educational Requirement: Bachelor’s degree or equivalent experience comparable to the following background/qualifications:

Service Level Qualifications:

• Willingness and ability to work with people from all backgrounds with care, respect, and empathy. Understands and is committed to learning about diversity, equity, inclusion, and belonging (DEIB) practices. Demonstrates radical hospitality by welcoming everyone with kindness, respect, and non-judgment.

• Manages stress and emotions professionally, remaining calm and supportive even under pressure. Understands and practices de-escalation techniques to support safety and positive client outcomes.

• Open to feedback, asks questions, and shows a strong growth mindset focused on continuous learning. Curious and motivated to learn about trauma-informed care, crisis support, and harm reduction practices.

• Works well both independently and as part of a collaborative team. Follows directions, communicates clearly, and seeks help or clarification when needed.

• Maintains clear, unbiased, and professional documentation and communication.

• Demonstrates organizational skills and attention to detail to support smooth daily operations. Shows initiative, takes responsibility for tasks, and engages actively with clients, coworkers, and community partners.

• Comfortable using basic technology, including phone and messaging systems, email, Microsoft Word, Excel, and databases to complete administrative tasks, case management, reporting, and tracking outcomes, and performance management software.

Care Level Qualifications:

• Actively advocates for clients, particularly in navigating systems, accessing benefits, and ensuring equitable treatment. Demonstrates the ability to advocate on behalf of clients with various providers and agencies.

• Able to identify and leverage community resources and services to meet clients' diverse needs. Effectively directs clients to appropriate housing, employment, health, and social service programs.

• Utilizes strong problem-solving skills to research issues, track resources, and find solutions for clients’ needs, including housing, employment, and health & well-being.

• Builds and nurtures effective partnerships with community organizations, service providers, and external agencies. Demonstrates strong communication and collaboration skills to advocate for and serve clients.

Program Leadership Qualifications:

• Capable of effectively delegating tasks when working with teams, ensuring responsibilities are balanced and tasks are completed efficiently.

• Able to respond calmly and effectively to crises, offering support and utilizing de-escalation strategies.

• Minimum of 3 years of direct experience in a leadership role within a human services or social services setting, with a focus on supporting vulnerable populations and navigating complex systems

• Maintains clear and professional boundaries with clients, colleagues, and community partners, balancing empathy with professionalism to prevent burnout. Guides and supports supervisees in understanding and setting their healthy boundaries, offering advice and encouragement in navigating challenges. Helps staff recognize signs of boundary crossing and develop strategies for maintaining personal and professional limits in a trauma-informed, strengths-based manner. Promotes a safe and supportive environment where staff can discuss boundary-related issues without judgment, utilizing reflective practices and feedback to strengthen their skills. Models’ boundary-setting behaviors consistently demonstrate the importance of self-awareness, self-care, and sustainability in the human services field.

• Mental Health First Aid or similar qualifications. Knowledge of or experience with harm reduction principles and practices.

• Able to model agency values, program model, and philosophy consistently in everyday interactions. Displays the ability to embody the core principles of the organization's mission in practice.

• Comfortable facilitating group discussions, workshops, or meetings to support clients’ growth, education, and empowerment. Uses group settings to foster learning, collaboration, and positive group dynamics.

• Five years of supervisory experience.

• Public speaking experience is a nice-to-have

• Experience with program budgeting preferred

• Experience with contract deliverables

• Ability to anticipate future needs and changes in programming.

SUPERVISORY RESPONSIBILITIES

• Supervision of Managers within their area of the Programs & Services Department

TRAVEL REQUIREMENTS

• This position requires regular travel between agency sites, community partner locations, client service events, and external meetings. As such:

  • A valid California driver’s license and reliable transportation are required.

  • Must be able to travel throughout the Bay Area as part of regular duties.

  • Mileage reimbursement is provided in accordance with agency policy.

  • Occasional evening or weekend travel may be required to attend community events or support client services.

  • Must maintain vehicle insurance as required by law and agency policy.

PHYSICAL DEMANDS

The physical demands described here represent those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, hear, and communicate with others in the workplace. The employee must frequently use hands or fingers and handle or feel objects, tools, or controls. The employee must frequently stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific visual abilities required for this position include close vision, distance vision, and the ability to adjust focus.

COMPENSATION AND BENEFITS

This rewarding role offers a competitive annual base salary and an opportunity to participate in the LifeMoves benefits package.

LifeMoves is an equal opportunity employer (EOE) committed to building a culturally diverse staff representing the communities we serve. We provide equal employment opportunities to all individuals without regard to age, race, color, religion, sex, national origin, political affiliation, marital status, physical or mental disability (non-disqualifying), sexual orientation, membership or non-membership in an employee organization, personal favoritism, lived experiences or any other non-merit-based factor. Candidates who are bilingual/bi-cultural, of color, Native/Indigenous, with disabilities, who identify as LGBTQIA+, or who are members of other marginalized groups are strongly encouraged to apply. We aim to create and sustain inclusive, equitable, and welcoming environments where everyone can thrive.

This job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of LifeMoves. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties, and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the job holder’s responsibility.

If you require a disability accommodation during the application process, please contact the Human Resources Department at (650) 685-5880.