Job Description

About The Role

We are looking for an experienced and highly capable Director of Case Management to lead and manage a large team of Case Managers / Client Success Coordinators.

This is a hands-on leadership role responsible for driving team performance while ensuring a consistently high standard of service to clients, families, and therapists.

The successful candidate will be a strong people manager who can lead a sizeable team, manage performance and KPIs, coach and develop employees, handle complex client escalations, and ensure effective coordination across operational teams.

Requirements

• Lead and manage a large team of Case Managers / Client Success Coordinators.
• Set clear performance expectations and ensure team members consistently meet service standards.
• Monitor and manage team KPIs, productivity, quality, and performance metrics.
• Conduct regular coaching, performance discussions, and development sessions.
• Provide ongoing guidance, support, and accountability to team members.
• Identify performance gaps and implement appropriate improvement plans.
• Manage complex and sensitive client, family, and therapist escalations.
• Handle difficult conversations professionally, calmly, and empathetically.
• Ensure client concerns are resolved efficiently and appropriately.
• Maintain a high standard of client service and overall customer experience.
• Monitor case management and client success processes to ensure consistency and efficiency.
• Collaborate with other operational teams to resolve issues and improve service delivery.
• Identify process gaps and opportunities for continuous improvement.
• Ensure accurate communication and follow-through across the team.
• Provide management with regular updates on team performance, challenges, trends, and opportunities.
• Take ownership of operational issues and ensure appropriate resolution.
• Support a positive, accountable, and high-performing team culture.
• Minimum 5 years of relevant professional experience in one or more of the following:

Strong people-management experience leading a large team is essential.

Proven experience managing team performance, KPIs, coaching, development, and accountability.

Demonstrated experience managing complex escalations and difficult conversations.

Strong client-service orientation with excellent interpersonal skills.

Ability to communicate professionally, clearly, and empathetically.

Strong organisational and problem-solving skills.

Ability to manage multiple priorities in a fast-paced environment.

Comfortable making decisions and taking ownership of issues.

Ability to work independently while collaborating effectively with other operational teams.